Member Services Advisor — Active Portfolio & Upgrade Specialist

Responsibilities

• Manage ongoing service relationships with active members: answer usage questions, process reservation requests, resolve service complaints, and manage annual membership renewal communications
• Identify upgrade opportunities within the active member portfolio: members who have upgraded their travel patterns, who have had children, or who have experienced a significant income increase since purchase are natural candidates for a membership upgrade — the Member Services Advisor identifies these prospects and facilitates a warm introduction to the sales team
• Handle complaints and service recovery: when a member has had a poor experience at one of the club's affiliated properties, the Advisor investigates, communicates with the property, and provides a documented service recovery response — and, critically, follows up to confirm the resolution was satisfactory
• Process exchange network reservations: vacation club members using their club membership to book at partner or affiliated properties outside the home resort need logistical support that the Advisor provides
• Conduct annual member satisfaction surveys and document feedback for quality improvement reporting
• Manage member referral program: satisfied members who refer a family member or friend who purchases receive a referral benefit — the Advisor maintains the referral program and processes claims

Requirements

• 2+ years in a hospitality service, guest relations, or member services role
• Service recovery competency — the ability to resolve a complaint in a way that leaves the member more loyal than before the complaint is a specific skill
• Bilingual English/Spanish
• CRM management capability and data accuracy discipline
• Upgrade identification instinct — distinguishing a service call from a potential upgrade opportunity without converting the service call into an unwanted sales interaction

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Fixed monthly + upgrade referral incentive
• Three meals provided during shift
• Seniority benefits within the Member Services career track

Work environment

Active portfolio Member Services in a large Cancún vacation club operation. Combined service relationship management and warm-lead development role.

About the role

The Member Services Advisor who calls a member on their anniversary of purchase — not to sell anything, just to check in and ask about their last stay — and discovers in the conversation that they now have two more children and are thinking about buying a second week, has generated a referral to the sales team without doing anything that felt like a sales call. That member goes into the upgrade conversation already trusting the organization. The close rate on warm referrals from Member Services is consistently higher than on OPC-generated cold tours.