Concierge Manager

Lead a team of up to 12 Concierge Responders delivering a highly personalised, intuitive, desk-based concierge service to a cohort of premium members globally. This is a working manager role: alongside leading the team, you will also work on the front line, building meaningful, long term relationships with Soho House’s most engaged, high-spending and high-profile members. In this capacity you will work across multiple functions to ensure every member experiences a seamless, joined‑up service.

Key Responsibilities

• Hands‑on Concierge Delivery
  • Take regular shifts handling member bookings, reservations and special requests to the same standard expected of the team.
  • Deliver a highly personalised, welcoming and intuitive experience for all relevant members, via private WhatsApp and to agreed SLAs.
  • Act as a knowledgeable point of contact for all Houses, facilities and events globally.
  • Manage all booking, reservation and special requests with a high level of accuracy, care and attention to detail.
  • Anticipate member needs and preferences, offering thoughtful suggestions before they are requested.
  • Cross and upselling where appropriate.
  • Build genuine relationships with members, recognising and remembering individual preferences.
  • 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, ensuring members feel heard and are looked after to minimise complaint escalations.
  • Act as an ambassador for the Soho One 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.
  • Help evolve internal processes to improve service efficiency, consistency, and member satisfaction by recording and offering member feedback to department leadership.
  • Stay close to the day‑to‑day reality of the service so coaching, process changes and feedback to leadership are grounded in first‑hand experience.
• Team Leadership & Development
  • Lead, motivate and develop a team scaling up to 12 Concierge Responders, fostering a culture of professionalism in a personal context.
  • Act as the senior escalation point for complex requests or complaints, resolving them with discretion, professionalism and sound judgement.
  • Manage rotas, shift coverage and capacity planning to ensure SLAs are met across time zones, 7 days a week.
  • Run regular 1:1s, performance reviews and ongoing coaching, with clear development plans for each team member.
  • Recruit, onboard and train new responders, ensuring they reach a high standard of product knowledge, tone and judgement before going live with members.
  • Identify skill gaps and design training interventions covering tone, systems, product knowledge, and difficult conversations.
• Service Quality & Member Experience
  • Own and report on team KPIs and SLAs (response times, resolution times, member satisfaction, complaint rates).
  • Own the quality and consistency of every member interaction, conducting regular quality reviews of WhatsApp conversations and providing constructive feedback.
  • Strive to meet a team standard of resolving all member requests within 24 hours, across the team, monitor ticket volume in real time to ensure standards are maintained.
  • Take a highly systematic approach to data management, systems, record keeping and quality across the team.
  • Champion a proactive, anticipatory service culture, guiding the team to make thoughtful, personalised recommendations.
  • Develop relationships across all Houses to support the day‑to‑day personalisation of the experience of members who visit.
  • Work closely with Account Managers to ensure a seamless handover between relationship management and day‑to‑day service delivery.
  • Monitor workload distribution and queue health in real time, jumping in to protect service standards during peak periods.
  • Maintain operational rigour around record‑keeping of member preferences, requests and feedback in Salesforce and other systems, ensuring the team uses them consistently.

Requirements / Qualifications

• 3+ years' experience in private members' clubs, luxury hospitality, concierge or premium customer experience environments, with at least 2 years in a people‑management role.
• Experience leading a customer-facing team to consistently high service standards in a fast-paced, SLA-driven environment, while remaining hands‑on in delivery.
• 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.
• Proficient in using hospitality management tools and software including Opera, Open Table and GEM.
• 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.
• Flexibility to work shifts, including occasional evenings, weekends and out-of-hours where the role demands.

Benefits

• Soho House offers competitive compensation packages that feature global benefits and perks.
• Annual Every House Membership.
• 50% off Food & Drink, 7 days a week.
• Staff Room Rates.
• Private Health and Dental Care.
• Weekly Pay.
• Life Assurance.
• Up to 50% Staff Discount on Cowshed & Soho Home.
• In Office Dog Policy on Fridays.
• Season Ticket Loan.
• Christmas Office Closure.
• In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
• Free Counselling Sessions.
• Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
• Continuous training to develop yourself personally and professionally.
• Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more.
• 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.