Member Services Representative

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Responsible for creating memorable experiences for members, guests, and prospective members by delivering personalized and professional service. This position serves as the main point of contact for inquiries, reservations, itineraries, and special requests, ensuring that all interactions reflect the service standards of Zapotal. The role also involves supporting the daily operations of the department, coordinating with other teams, and maintaining accurate member records to anticipate preferences and exceed expectations.

RESPONSIBILITIES OF THE POSITION:

Serve as the first point of contact by initiating interactions with members, guests, and prospective members, ensuring a warm and professional welcome.

Facilitate a personalized arrival and departure experience tailored to each member’s individual preferences.

Monitor and respond promptly to all inquiries in the Member Services inbox, ensuring ownership and resolution of each request.

Prepare and distribute the daily Transportation Report to all relevant departments.

Anticipate member needs and identify the most efficient ways to meet and exceed expectations.

Engage members daily to ensure consistent service satisfaction and follow up on feedback.

Provide accurate and timely information about services, events, and local activities.

Arrange dining, transportation, and activity reservations both on and off property.

Create customized itineraries for members, guests, and prospective members during their visits.

Coordinate with other departments to ensure seamless fulfillment of member and guest requests.

Assist with shipping, receiving, and delivery of mail, packages, and express items.

Answer inquiries via phone and email, routing them to the appropriate departments when necessary.

Maintain detailed and up-to-date records of member preferences and requests.

Demonstrate creative problem-solving to resolve service challenges effectively.

Support operational needs, including workspace organization, office supplies, water coolers, and shuttle/transportation logistics.

Participate in all member events, ensuring a professional and appropriate presentation.

Perform other duties as required and assigned by management.

REQUIRED ATTITUDES/ BEHAVIORS

Demonstrates a high level of professionalism, respect, and discretion in all interactions with members, guests, and colleagues.

Maintains a positive, service-oriented attitude even under pressure, ensuring consistency in guest experience.

Exhibits flexibility and adaptability in response to changing priorities, schedules, or member needs.

Practices accountability and reliability by consistently arriving prepared, on time, and ready to perform duties.

Demonstrates strong interpersonal skills, fostering constructive and collaborative relationships across all departments.

Shows initiative by identifying opportunities to improve processes, service standards, and member satisfaction.

Maintains composure and emotional stability during high-demand situations, ensuring calm and solution-focused responses.

Protects the confidentiality of member and organizational information at all times.

REQUIRED EXPERIENCE, ABILITIES, and/ or SKILLS

Minimum of 1–2 years of experience in customer service, hospitality, or luxury environments preferred.

International career exposure is highly desirable.

Strong administrative and clerical skills, including recordkeeping and office systems management.

Familiarity with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

Excellent communication skills, both written and verbal.

Proven organizational skills, attention to detail, and ability to manage multiple priorities simultaneously.

Strong interpersonal skills, resourcefulness, and sound judgment.

Ability to work independently and collaboratively with colleagues.

COMPETENCIES FOR SUCCESS IN THE ROLE

Customer Orientation: Dedicated to creating memorable experiences and exceeding member expectations.

Communication: Clear, concise, and professional in all forms of communication, verbal and written.

Problem Solving: Creative and solution-oriented, with the ability to resolve challenges effectively.

Time Management: Prioritizes tasks and manages workload efficiently under pressure.

Teamwork: Collaborates effectively with colleagues and other departments to achieve goals.

Adaptability: Adjusts quickly to changing demands, schedules, or member needs.

Attention to Detail: Ensures accuracy, consistency, and quality in service delivery.

REQUIRED EDUCATION

Bachelor’s Degree in Business Administration, Management, Communications, or related field.

HEALTH AND SAFETY NEEDS

Ability to stand, walk, and remain active for extended periods (up to 8+ hours per shift) during member-facing duties.

Ability to work both indoors and outdoors, including in varying weather conditions (heat, humidity, rain).

Visual and auditory capacity to interact effectively with members and colleagues, including telephone, in-person, and email communication.

Ability to remain seated at a desk for extended periods while managing administrative tasks.

Ability to lift, carry, push, or pull items weighing up to 30 lbs. safely.

Ability to bend, stoop, kneel, reach, and climb stairs as needed in daily operations.

About Us

About the Project - Zapotal Beach Club

Zapotal Golf & Beach Club is located on the North Pacific shore of Costa Rica in the heart of the Gold Coast. Costa Ricans are known for their Pura Vida attitude- a “pure life” with low stress, good times, and the great outdoors. Guanacaste is one of National Geographic’s five Blue Zones and retains its allure as one of the most hospitable places in the world. Members can enjoy ad-ventures on sea and land, a leisurely round on the 18-hole Tom Fazio golf course, delight in lo-cal organic meals, and indulge in a spa treatment or a workout. Take this friendliness and infuse it into a one-of-a-kind private family community, and you get pure magic. It’s the Discovery way. Our employees use their personal talent, passion, and resources to meaningfully integrate with diverse cultures and communities to provide the highest level of guest service and be a part of creating memorable experiences. For more information about our club, please visit:

About Discovery Land Company

Founded in 1994 by Michael S. Meldman, Discovery Land Company specializes in building luxu-ry residential private club communities and resorts worldwide. We have grown to be the prem-ier player in the high-end resort residential niche with 20 world-class projects in our portfolio. Our communities are distinct with their own architectural styles, world-class amenities, and high levels of service.

We don’t build buildings, but rather we build settings where families can create intergenera-tional memories and enrich their lives in exquisite and untouched sanctuaries. These settings offer a casual and comfortable sense of community through outstanding clubhouses, premier golf courses, welcoming staff, world-class culinary offerings, and outdoor pursuits. To ease and enrich your experiences, Discovery holds itself to the highest service standards. Every decision we make is driven by one fundamental objective: to make the time you spend with the people you care about most not merely enjoyable, but memorable.

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