Guest Services Manager
On-siteGuanacaste, Provincia de Alajuela, Republic of Costa Rica
Job Summary
Manage At Your Service operations by ensuring all guest requests, service recovery opportunities, room service orders, and follow-up needs are received, processed, tracked, and resolved professionally. Lead the execution of the Expertise From The Start approach, overseeing pre-arrival communications, guest preference gathering, and itinerary coordination to deliver personalized experiences. Serve as the primary coordinator for Camp Nekajui, ensuring programming is engaging, educational, safe, and aligned with safety requirements and Marriott standards. Partner with Front Office, Recreation, Food & Beverage, and other departments to consolidate guest profiles and logistical requirements for seamless service delivery. Monitor guest feedback, participation trends, and operational performance to identify opportunities for continuous improvement and enhance overall guest satisfaction.
Required Qualifications
- High school diploma or GED
- 2 years of experience in guest services, front desk, recreation, family programming, rooms operations, or a related professional area
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, Recreation, Education, Child Development, or a related major
- 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
Desired Qualifications
- Experience coordinating guest requests, service recovery, amenity delivery, activity reservations, or family-oriented guest experiences
- Experience working with children, youth programs, recreation activities, luxury hospitality, or resort family programming
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