Director of Member Services

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Who are we?

Costaterra Golf & Ocean Club is part of DLC – Discovery Land Company (DLC). DLC is known for developing luxury residential communities and resorts.

Costaterra is a private members only residential community in Comporta – Portugal. It combines luxury living with top-tier hospitality, offering incredible dining, a world-class golf course, spa services, outdoor pursuits, and immersive local experiences.

The Director of Member Services strives to create an environment where members and staff strengthen their relationships by sharing authentic, inspiring experiences and creating memories that our members will cherish throughout their lives and across generations. The Director of Member Services will lead the department in providing impeccable member and guest services, while working with the General Manager, Sales Team, and other Department Leaders to ensure seamless guest experiences. In this role, you will be part of creating the Discovery Land Company experience for our members and fellow employees.

What you will do?

• Promover a missão, visão e valores da empresa em todas as operações e interações.
• Liderar o design, implementação e monitorização dos padrões de serviço, programas especiais e processos de feedback dos membros.
• Garantir elevada satisfação dos membros, respondendo prontamente a dúvidas, preocupações e necessidades.
• Criar experiências personalizadas e memoráveis para membros, convidados e potenciais compradores.
• Assegurar um serviço contínuo, integrado e centrado no membro em todas as interações, fortalecendo relações e fidelização.
• Gerir as operações diárias dos Departamentos de Member Services e Transportes, incluindo contratação, formação, horários e desempenho.
• Coordenar e planear estadias dos membros através de comunicação eficaz com todos os departamentos.
• Manter comunicação clara e constante com todas as equipas para garantir alinhamento operacional.
• Supervisionar o bem‑estar, moral e desenvolvimento da equipa, incluindo avaliações anuais e ações de formação.
• Colaborar estreitamente com o General Manager, VP de Operações e Chefes de Departamento nas operações diárias do clube.
• Garantir a excelência do serviço através de inspeções, coaching, formação e acompanhamento contínuo.
• Gerir processos administrativos: escalas, aprovações de folgas, relatórios diários, previsões, perfis de membros, SOPs e controlo de despesas.
• Supervisionar serviços de transporte, fornecedores recomendados, comunicação interna/externa e coordenação com Segurança, Vendas e Marketing.
• Identificar oportunidades de melhoria, gerir glitches e assegurar que os valores da empresa guiam todas as ações e decisões.

What are we looking for?

• Positive attitude, professional demeanor, and exceptional communication and interpersonal skills to deliver excellent service to members, prospects, guests, and team members.
• Must be able to work a flexible schedule, including evenings, weekends, and holidays. Long hours may be required based on business demands.
• Ability to work effectively in a team environment.
• Ability to remain calm, focused, and composed during busy or challenging situations.
• Ability to read, write, speak, and understand English fluently; additional languages are preferred.
• Ability to meet the physical demands of the position, including but not limited to working indoors and outdoors in all weather conditions, and standing, walking, and moving for periods longer than eight (8) hours.

What do we offer?
Work-Family Culture, Global Career Opportunities, Competitive Salarys, Development Programs, Medical Insurance, Meal Allowance, Staff Restaurant, Staff Events and Staff accommodation if you are not local.

If you have what it takes and want to build a career , this is the place for you