Member Services Representative — Ultra-Luxury Portfolio

Responsibilities

• Manage ongoing service relationships with ultra-luxury and fractional membership holders: a smaller, higher-value portfolio than volume market operations — each member relationship receives elevated personal attention
• Conduct same-day or next-day welcome calls for new members: at ultra-luxury product prices, a delayed welcome call sends a poor first message about the service quality the member has paid for
• Manage the rescission period at the highest care level: ultra-luxury and fractional buyers often have advisors and family members reviewing the purchase with them during the rescission window — the Member Services representative must be prepared to address questions from the member's legal or financial advisor as well as the member themselves, professionally and accurately
• Coordinate premium reservation services: ultra-luxury members expecting priority access to the club's best accommodations, specialty dining reservations, excursion bookings, and personal concierge coordination as part of their membership entitlement
• Process upgrade consultations: the fractional or ultra-luxury member who is satisfied with their current product is the most likely candidate for a residential unit purchase or a portfolio extension — identifying these opportunities and introducing the sales team warmly is a core Member Services commercial responsibility at this level
• Maintain detailed personalized member profiles: travel preferences, past stay feedback, family composition changes, preferred communication methods, and any premium service preferences documented and accessible for every interaction

Requirements

• Luxury hospitality or premium member relations background
• Professional English fluency — the Los Cabos ultra-luxury member base is primarily North American English-speaking, with significant European representation
• Composure and precision in interactions with high-net-worth individuals who expect first-rate responsiveness
• Fractional ownership legal awareness — able to answer basic questions about fractional entitlements accurately
• Detail-oriented CRM management for high-value personalized member profiles

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Housing allowance MXN 2,500/month
• Fixed monthly + retention and upgrade performance bonus
• Resort dining and facilities access at ultra-luxury standard
• Career track to VIP Member Relations Manager or Fractional Member Services Director

Work environment

Ultra-luxury Member Services in Los Cabos. Personalized, premium-standard service role for a high-net-worth international member portfolio.

About the role

The Los Cabos ultra-luxury member who calls about their upcoming stay and reaches a Member Services representative who already knows their name, their preferred villa type, the wine they mentioned at their welcome dinner, and proactively asks whether the couple would like their usual table at the specialty restaurant reserved for their arrival night — that member is not rescinding. They're calling their colleague in Dallas to tell them about the property.