Airport Greeter

POSITION SUMMARY

Represent Nekajui, a Ritz-Carlton Reserve, at the airport as the first personal point of contact in the guest's arrival experience. Create a warm, gracious, and discreet welcome that reflects the property's sense of place and personalized approach to service. Review arrival details and guest preferences, monitor flight updates, and coordinate with Nekajui's guest services team and the previously arranged transportation provider. Meet guests at the designated meeting point within authorized airport areas, discreetly confirm their transfer details, and assist with luggage and immediate needs. Escort guests to the approved pickup area, introduce the assigned driver, and confirm that the correct vehicle, guest party, and belongings are accounted for before departure. Keep guests informed of waiting times or changes and communicate the transfer's departure, estimated arrival time, and relevant guest needs to Nekajui so the welcome continues smoothly at the property. Take ownership of requests within the role's scope and promptly escalate flight disruptions, missing luggage, or transportation concerns, following through with the responsible team. Share accurate, relevant information about Nekajui and the surrounding destination without overwhelming guests after their journey. Support departing guests at the airport when assigned and offer a warm, personal farewell. Follow airport access requirements and company procedures at all times.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak to guests and co-workers using clear, appropriate and professional language. Support all co-workers and treat them with dignity and respect. Partner with and assist others to promote an environment of teamwork and achieve common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Visually inspect tools, equipment, or machines (e.g., to identify defects). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.
 

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: Previous experience in customer service or guest relations, preferably in luxury hospitality, airport services, or tourism.

Supervisory Experience: No supervisory experience.

License or Certification: None

Languages: Proficiency in English and Spanish.

Technical Skills: Basic proficiency in digital communication tools and flight tracking applications.

Additional Knowledge: Familiarity with airport arrival procedures and transportation coordination is preferred.

CRITICAL TASKS

Airport Welcome and Transportation Liaison

• Review the daily arrival schedule, guest names and preferences, flight details, party size, special requests, and confirmed transportation arrangements with Nekajui's guest services team before each arrival. Use only the guest information needed to prepare a personalized welcome.
• Monitor flight arrival information and promptly communicate delays, cancellations, or schedule changes to the hotel and assigned transportation provider.
• Be present at the designated meeting point ahead of the expected guest arrival, using approved identification or signage and respecting guest privacy.
• Welcome guests as the airport representative of Nekajui, a Ritz-Carlton Reserve, using their names naturally and discreetly when appropriate. Introduce yourself, confirm the prearranged transfer details, and offer a calm, attentive welcome tailored to their needs after the journey.
• Offer assistance with luggage, airport directions, and immediate guest needs within authorized areas. Coordinate additional assistance through the appropriate airport service when needed.
• Confirm the assigned driver's readiness, vehicle location, and pickup timing. Escort guests to the approved pickup point and introduce them to the assigned driver.
• Confirm the correct guest party, vehicle, destination, and luggage before departure, and communicate relevant guest requests to the driver and hotel team.
• Notify Nekajui's guest services team when guests have been met and when their transfer departs. Share the estimated arrival time, relevant preferences, and any outstanding requests through approved channels so the team can prepare a coordinated, personalized welcome at the property.
• Keep guests informed during waits or disruptions. Escalate missing guests, unavailable vehicles, or transfer discrepancies promptly; obtain authorization before changing transportation arrangements or committing to additional charges.
• Assist guests in contacting the airline or authorized airport service regarding delayed or missing luggage, and relay relevant updates to the hotel for follow-up.
• Maintain accurate arrival, transfer, incident, and handover records using approved communication channels, protecting guest and itinerary information.
• When assigned, meet departing guests at the airport, provide directions to the appropriate check-in area, coordinate authorized luggage assistance, and offer a fond farewell.

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow applicable airport emergency instructions and company procedures for evacuations, medical emergencies, and other incidents; immediately notify the appropriate airport personnel and hotel contact.
• Observe airport access, identification, security, and approved pickup requirements. Report suspicious activity or safety concerns to authorized airport personnel and the hotel; do not enter restricted areas without authorization.

Policies and Procedures

• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Assist other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Maintain current knowledge of Nekajui's services and experiences, Peninsula Papagayo, and the surrounding destination. Share accurate information when relevant to guests' questions and interests, respecting their preference to converse or rest after their journey.
• Actively listen to guest questions, concerns, and requests and respond with empathy, discretion, and ownership in accordance with Nekajui's service procedures. Resolve matters within the role's authority, promptly involve the appropriate team when needed, and follow through to confirm that requests have been addressed.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with the service and quality standards applicable to Nekajui, a Ritz-Carlton Reserve, ensuring that airport presentation, guest recognition, responsiveness, discretion, and the handover to transportation are consistent with the property's personalized guest experience.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g., small print).
• Visually inspect tools, equipment, or machines (e.g., to identify defects).
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move up and down stairs and/or service ramps.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.