Member Services Coordinator — Exchange Network & Premium Benefits

Responsibilities

• Coordinate the exchange network reservation program for PVR vacation club members: members using their membership to access affiliated properties in other destinations — Riviera Maya, Los Cabos, Riviera Nayarit, international partner properties — require logistical support and destination guidance
• Become an expert in the exchange network's full property portfolio: members trust the Coordinator's recommendation for their exchange destination, and an inaccurate recommendation that produces a disappointing stay is a retention risk
• Manage premium benefit fulfillment: concierge services, priority dining reservations, spa and excursion credits, and member events are all part of the premium tier experience — coordinating these benefits accurately and punctually is a core function
• Conduct proactive exchange network outreach: members who have only ever stayed at the home property are underutilizing their membership and are at higher non-renewal risk — helping them discover and book an exchange property builds engagement and renewal intent
• Handle exchange booking disputes: when a member's exchange reservation encounters a problem at the destination property, the Coordinator is the interface between the member and the property — resolution requires both service advocacy and logistical problem-solving
• Develop and distribute exchange network usage guides and seasonal destination recommendations to the active member base

Requirements

• Hospitality product knowledge across multiple Mexican destinations (Riviera Maya, Los Cabos, Riviera Nayarit minimum)
• Exchange network reservation system proficiency
• Proactive service mindset — the Coordinator who sends seasonal destination recommendations to the member base is generating usage that produces renewal, not waiting for members to call
• Bilingual English/Spanish; European language ability an advantage for international exchange destination inquiries
• Detail-oriented logistics coordination for multi-property booking management

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Fixed monthly + exchange booking activity performance bonus
• Familiarization trips to key exchange network properties (annual travel benefit)
• Three meals during shift
• Career track to Member Benefits Manager or Exchange Network Supervisor

Work environment

Exchange network specialist role within the Puerto Vallarta vacation club Member Services department. Destination knowledge–intensive coordination role with direct impact on member engagement and renewal.

About the role

The member who buys a vacation club membership in Puerto Vallarta but has never used the exchange network to visit Tulum, Los Cabos, or Cancún is getting a fraction of the value they paid for. The Exchange Coordinator who reaches out in October and says "I know you've been to PVR twice this year — have you ever thought about using your membership to try Los Cabos in February? It's incredible in that season and I have availability right now" — is doing the most genuinely useful thing Member Services can do for that member's relationship with the product.