At a Glance
- Tasks: Provide exceptional service to Soho members through personalised communication and efficient booking management.
- Company: Join the vibrant Soho House team, known for its luxury hospitality and member-focused culture.
- Benefits: Enjoy competitive pay, global discounts, health perks, and unique training opportunities.
- Other info: Participate in fun team events and support charities with paid volunteer days.
- Why this job: Be the go-to person for high-profile members and create unforgettable experiences in a dynamic environment.
- Qualifications: Experience in luxury hospitality or concierge services, with strong communication and organisational skills.
The predicted salary is between 30000 - 40000 £ per year.
We are seeking a passionate, service-driven individual to join our Soho Support Team as a Virtual Concierge for Soho members. You will be responsible for building meaningful, long‑term relationships with Soho House’s most engaged, high‑spending and high‑profile members, and facilitating all booking, reservation and special requests to agreed SLAs. The Virtual Concierge will be the first point of contact for all enquiries relating to Soho Members. They will work closely with the Support and Operations teams to deliver an exceptional experience for every member — from seamless onboarding to personalised responses. This role demands discretion, professionalism, and agility in a fast‑paced environment.
Key Responsibilities
- Deliver a highly personalised, welcoming and intuitive experience for all Soho members, via private WhatsApp and to agreed SLAs.
- Act as a knowledgeable point of contact for all Houses, facilities and events globally, including room categories, availability, and special features.
- Manage all booking, reservation and special requests with a high level of accuracy, care and attention to detail, with particular focus on bedroom reservations and guest stays.
- Demonstrate strong working knowledge of OPERA to manage bookings, room allocations, preferences, and billing accurately and efficiently.
- Anticipate member needs and preferences, offering thoughtful suggestions before they are requested, including tailored room and stay recommendations.
- Cross and upselling where appropriate.
- Build genuine relationships with members, recognising and remembering individual preferences, including room types, amenities, and stay history.
- Handle sensitive or difficult requests with discretion, professionalism, and sound judgement.
- Coordinate with internal departments and external partners globally to facilitate requests quickly and efficiently, ensuring all members receive a seamless service across all touchpoints.
- Resolve any issues calmly and efficiently, particularly those relating to bedroom stays or reservations, ensuring members feel heard and are looked after to minimise complaint escalations.
- Act as an ambassador for the Soho service, ensuring all interactions reflect the values and standards of the offering.
- Maintain accurate records of member preferences, requests, and feedback to deliver consistently tailored experiences, ensuring all bedroom and stay‑related information is captured in OPERA and CRM systems.
- Help evolve internal processes to improve service efficiency, consistency, and member satisfaction by recording and offering member feedback to Soho leadership.
Requirements / Qualifications
- 1+ years’ experience within private members’ clubs, luxury hospitality, concierge services, or membership‑based environments. Ideally in a concierge, guest relations, or customer experience role.
- Exceptional interpersonal, relationship building and communication skills, both written and verbal.
- Naturally warm, intuitive, and discreet, with the ability to engage high‑spending and high‑profile members authentically.
- Tech‑savvy, with experience of using CRM (ideally Salesforce), and loyalty programme platforms.
- Strong proficiency in OPERA is paramount, with demonstrated experience managing bedroom reservations, inventory, and guest profiles.
- In‑depth understanding of luxury hotel bedrooms and accommodation standards, with the ability to confidently advise and manage room categories.
- Excellent time management and problem‑solving skills, with the ability to collaborate cross‑functionally with other departments.
- Highly organised, detail‑oriented, with proven ability of managing multiple tasks and priorities under pressure, while remaining calm and composed.
- Proactive and solution‑driven mindset with the ability to anticipate needs and act with discretion and urgency.
- Passionate about the Soho House ethos and creating unforgettable experiences for our members.
Benefits
- Soho House offers competitive compensation packages that feature global benefits and perks.
- Discounts at Soho House globally, as well as Soho Home and Cowshed Soho Friends Membership.
- Enhanced Pension Scheme.
- Private Health and Dental Care.
- Cycle to Work Scheme/Season Ticket Loan.
- In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
- Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
- Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
Virtual Concierge employer: Dormont Manufacturing Co
Soho House is an exceptional employer that prioritises a vibrant and inclusive work culture, offering competitive compensation packages and global benefits. As a Virtual Concierge, you will have the opportunity to build meaningful relationships with high-profile members while enjoying extensive training and development opportunities to enhance your career. Located in the heart of Soho, you'll be part of a dynamic team that values creativity, collaboration, and personal growth, making every day at work both rewarding and enjoyable.
StudySmarter Expert Advice🤫
We think this is how you could land Virtual Concierge
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Dormont Manufacturing Co. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Dormont Manufacturing Co
Don't be shy about reaching out to Dormont Manufacturing Co directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Virtual Concierge
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Dormont Manufacturing Co and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
