Member Services Representative

About the role

Responsible for creating memorable experiences for members, guests, and prospective members by delivering personalized and professional service. The role serves as the main point of contact for inquiries, reservations, itineraries, and special requests, ensuring all interactions reflect the service standards of Zapotal Beach Club.

Key responsibilities

• Serve as the first point of contact for members, guests and prospective members, delivering a warm and professional welcome.
• Manage arrivals and departures, tailoring experiences to individual preferences.
• Monitor and respond to all inquiries in the Member Services inbox, ensuring ownership and timely resolution.
• Prepare and distribute the daily Transportation Report to relevant departments.
• Anticipate member needs, create customized itineraries and arrange dining, transportation and activity reservations.
• Coordinate with other departments to fulfill requests and support seamless operations.
• Handle shipping, receiving and delivery of mail and packages.
• Maintain up‑to‑date records of member preferences and requests.

Required profile

• Professionalism, discretion and a service‑oriented attitude, even under pressure.
• Flexibility and adaptability to changing priorities and member needs.
• Strong interpersonal skills and ability to collaborate across departments.
• Accountability, reliability and punctuality.
• Initiative to improve processes and enhance member satisfaction.
• Ability to remain composed in high‑demand situations and protect confidential information.

Required skills

• Minimum 1–2 years of customer service or hospitality experience, preferably in a luxury environment.
• Strong administrative abilities, including recordkeeping and office systems management.
• Proficiency with the Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Excellent written and verbal communication in English.
• Strong organizational skills, attention to detail and ability to manage multiple priorities.