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Oversees and manages all warranty-related activities for all constructions items in the Club, including infrastructure and vertical construction-like back of house, amenities and mostly high-end residential projects. This role ensures that all post-construction warranty claims, inspections, and corrective actions meet the highest quality standards and adhere to established guidelines. To handle the expectations of luxury clientele, the position requires a proactive approach to problem-solving, strong project or construction management skills, and excellent customer service.
RESPONSIBILITIES OF THE POSITION:
- Warranty Follow-up: Oversee and track warranty claims related to all facets of the construction: Civil, Structural, MEP, and all finishes.
- Inspection & Diagnosis: Conduct thorough inspections and investigations, to identify the root causes of construction defects and recommend corrective actions.
- After receiving a warranty claim from a member, make the initial determination of whether the issue is a construction defect issue (warranty) or a Club/Owner operations/maintenance issue
- Quality Verification: Ensure that all repairs and modifications comply with high-end construction quality standards.
- Subcontractor Coordination: Work with subcontractors to ensure compliance with their contracts, quality parameters and agreed timelines and responsibilities.
- Site Supervision: Monitor ongoing repairs to guarantee safety, efficiency, and adherence to standards.
- Final Cleaning Oversight: Coordinate and supervise final cleaning operations, both interior and exterior.
- Work with Project Managers (PM) and Construction Managers (CM): to align diagnosed warranty issues with subcontractors to make them honor their inherent warranty responsibility.
- Schedule: Align warranty work with construction operations or Owners schedules to meet project deadlines and ensure minimal disruption to other operations.
- Service Requests Handling: Address and resolve repair requests from homeowners, stakeholders and property managers promptly and professionally.
- Quality Reports & Follow-ups: Prepare detailed quality reports, follow-up logs, and photographic documentation of completed works.
- Client Communication & Expectation Management: Establish ongoing communication with members via email, phone calls, and in-person meetings when they are on-site to address concerns regarding finishes and construction.
- Relationship Building with Members: Develop a strong rapport with homeowners or stakeholders, ensuring their expectations are understood and aligned with construction teams for effective issue resolution.
- Handover of Completed Projects: Receive completed projects from the construction team, ensuring all quality standards are met.
- Warranty Validation: Verify that warranties meet established standards and remain valid.
- Record-Keeping: Maintain detailed records of all warranty claims, including technical details, timelines, corrective actions, and results.
- Ongoing Communication with Internal Teams: Collaborate regularly with Zapotal's Residential Services, General Manager, and Club Operations to align warranty work with member expectations and property standards.
REQUIRED ATTITUDES/ BEHAVIORS
- Proactive & Detail-Oriented: Takes initiative to identify and resolve warranty issues before they escalate.
- Customer Service Excellence: Maintains high professionalism while managing client expectations.
- Problem-Solving Attitude: Approaches challenges with a constructive, solution-driven mindset.
- Strong Work Ethic: Dedicated to delivering top-tier service and maintaining luxury residential standards.
- Effective Communication: Clear, professional, and empathetic in interactions with homeowners or stakeholders, subcontractors, and internal teams.
REQUIRED EXPERIENCE, ABILITIES, and/ or SKILLS
- Technical Knowledge: Experience in luxury residential construction, mechanical-electrical systems, and construction processes.
- Blueprint Reading & Interpretation: Ability to read and interpret construction plans and schematics.
- Customer Service & Negotiation: Strong client relationship management skills with the ability to manage high-end clientele expectations.
- Time Management & Organization: Ability to prioritize tasks, manage multiple warranty claims, and meet deadlines under pressure.
- Software Proficiency: Experience with construction management software and reporting tools.
COMPETENCIES FOR SUCCESS IN THE ROLE
- Leadership & Team Coordination: Effectively manages subcontractors and internal teams to ensure timely completion of warranty tasks.
- Problem Solving & Decision Making: Quickly assesses situations and determines the best course of action.
- Strategic Thinking & Planning: Develops preventive strategies to minimize warranty issues.
- Collaboration & Communication: Works closely with engineering, security, finance, and residential services teams to ensure seamless operations.
- Adaptability & Resilience: Capable of handling unexpected challenges while maintaining quality service standards.
REQUIRED EDUCATION
- Bachelor's degree in Construction Management, Civil Engineering, Architecture, or a related discipline.
- Additional Project Management, Quality Control, or Customer Service certifications are a plus.
HEALTH AND SAFETY NEEDS
- Ability to conduct site inspections, which may require prolonged standing, climbing stairs, or working in outdoor environments.
- Physical capability to handle minor construction tools when needed for inspections and assessments.
- Compliance with workplace safety regulations, including the use of protective equipment as required.
- Adaptability to different work environments, including construction sites, client residences, and office settings.
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: https://zapotalbeachclub.com/
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.