Guest Services Manager

Responsible for the successful functioning of the At Your Service operation while leading and coordinating Camp Nekajui experiences across the guest journey. The position ensures that all guest requests, service recovery opportunities, room service orders, additional item requests, directions, and follow-up needs are received, processed, tracked, and resolved professionally, promptly, and correctly. Guest requests and issues are monitored and analyzed to support continuous improvement, operational excellence, and exceptional guest satisfaction.

Leads the execution of the property's Expertise From The Start approach, ensuring guests begin their journey prior to arrival through personalized planning, expert recommendations, and meaningful engagement tailored to their interests, preferences, and travel purpose. The role oversees pre-arrival communications, guest preference gathering, itinerary coordination, and the effective communication of guest insights across departments to deliver highly personalized and seamless experiences throughout the stay.

Serves as the primary coordinator of the guest journey, partnering closely with Front Office, Recreation, Food & Beverage, Culinary, Spa, Housekeeping, Residences, and other operational departments to curate memorable experiences, activities, celebrations, and special arrangements that reflect the distinctive character of Nekajui and Peninsula Papagayo. The role ensures guest profiles, preferences, logistical requirements, itineraries, and special arrangements are effectively consolidated and shared across departments to support seamless execution and personalized service delivery.

In addition, the role provides leadership and oversight for Camp Nekajui, ensuring programming is engaging, educational, safe, and aligned with the property's Reserve positioning. Experiences are designed to foster discovery, connection with nature, cultural appreciation, creativity, environmental stewardship, and meaningful memories while maintaining the highest standards of luxury hospitality and service excellence.

The Manager is responsible for maintaining compliance with applicable Marriott standards, local regulations, safety requirements, and operational procedures related to guest services and Camp Nekajui operations, while continuously evaluating guest feedback, participation trends, and service performance to enhance the overall guest experience and support the property's quality and service objectives.

CANDIDATE PROFILE

High school diploma or GED; 2 years of experience in guest services, front desk, recreation, family programming, rooms operations, or a related professional area.

OR

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, Recreation, Education, Child Development, or a related major; no work experience required.

Experience coordinating guest requests, service recovery, amenity delivery, activity reservations, or family-oriented guest experiences. This is recommended based on the At Your Service Manager responsibility for processing guest requests and tracking guest issues, and the Recreation Supervisor responsibility for registering, scheduling, and encouraging guest participation in recreation activities. Experience working with children, youth programs, recreation activities, luxury hospitality, or resort family programming. This aligns with the Recreation Supervisor duties related to recreation activities and the Marriott standard governing child/youth activity programs. CPR, Heimlich maneuver, and first aid certification, or ability to obtain certification as required. Associates working with children must be certified in CPR, the Heimlich maneuver, and first aid by internationally accepted associations or equivalent organizations outside the United States.

CORE WORK ACTIVITIES

Managing At Your Service Operations, Guest Journey, and