At a Glance
- Tasks: Lead the reception team to ensure an exceptional experience for every member and guest.
- Company: Join the vibrant Soho House community in Central London.
- Benefits: Weekly pay, 50% off food & drink, private health care, and birthday off.
- Other info: Enjoy fun team events and continuous training for personal and professional growth.
- Why this job: Be the friendly face of Soho House and create memorable experiences for members.
- Qualifications: 2+ years in a similar role, strong communication skills, and a passion for hospitality.
The predicted salary is between 40000 - 50000 € per year.
The Role… At Soho House, the Reception & Member Relations Manager is responsible for guiding the reception team and the end-to-end successful experience of every member and guest who visits or stays in our Houses through the planning, outreach, welcome and engagement during each attendance. A Reception and Member Relations Manager plays a crucial role overseeing the overall management of Club Reception (labour, scheduling, trainings), supervising the floor, employees and employees-guests relations, as well as the relationship between members, operations, membership and member events so that members have the most optimised visit possible and continue to find value and appreciation for their Soho House membership. Their presence around the House will not only host the entire club, but also provide a friendly, fun and professional approach for all members and ensure consistency from check-in to departure.
What's in it for you?
- Weekly Pay
- Team meal whilst on shift prepared by our chefs
- Every House Membership
- 50% off Food & Drink, 7 days a week
- Staff Room Rate; Any Bedroom, Any House, $100 a night
- Private Health and Dental Care
- Life Assurance
- Day off on your birthday
- Up to 50% Staff Discount on Cowshed & Soho Home
- 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
- 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
Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career.
Key duties…
- Managing Club Reception: Process all member, guests and staff disputes and claims in a timely manner and communicate quickly to ensure everyone understands next steps and how to proceed. Ensure all systems are kept up to date with accurate information and the Soho House standards are met. Hire, train, develop, counsel, evaluate and discipline Club Reception staff, including performance reviews as well as supervise, direct staff to maintain our service standards.
- Member Relations and In House Experience: Have a strong member facing presence on the floor to support all departments, rotating themselves around the House on an hourly basis, taking time in each area to check on and speak to members in person. Oversee and ensure the successful implementation of Member Recognition, allowing in person, real time follow through with check in flags from Reception (table touches, introductions, etc.) through to Open Table and members seated in restaurants. On the floor, support F&B and Club Reception to touch tables, collect member feedback on service, food, atmosphere and satisfaction.
- Member Management in The House: Positively grow relationships and connections with all members so that they know you and your role at the House, and lead as the point of contact for all our PWKs and FHM. Oversee and make decisions in the real time handling and management of members and their guests in the Houses, including behavioural issues, extended guest lists, one offs and special requests. Create and maintain clear behaviour notes following an incident in the House so that the Head of Membership/Membership Manager can follow up the next day. On the floor, support F&B and Club Reception to touch tables, collect member feedback on service, food, atmosphere and satisfaction. Where needed, take the initiative to provide service support to ensure a great member experience (refill waters, bus tables, run a dish). During peak hours and large events, support the Front Desk, and member check-in to ensure that members and guests can access the House as quickly and efficiently as possible.
- House Atmosphere and Environment: Ensure the House has a positive vibe and energy, consistently being the best version of yourself, being friendly and approachable whilst always looking presentable and having fun at work whilst showing that you care. Ensuring music, lighting, smell and team member energy in the House is maintained to the typical Soho House standard. Ensure a smooth handover to colleagues at the end of the day, whether that is another member of the relations team or membership.
- Membership Development: Participate and help create events that fit the needs of the House's demographic and House Identity Plan, being inclusive, varied and appealing to all members. Promote our member events to all members to drive attendance and increase bookings. Work with MEM to drive higher attendance to our events. Attend and support member events. Work with the GM, MR Director, and MM over Committee Meetings and gather member feedback to tailor experiences/activities to the need of the House around what is happening in the city (i.e. host a table for the Summit). Work with Head of MR on monthly focuses, using service feedback (mystery shopper reports) to host trainings specific to a concern or issue, and area of focus to flag at pre-shifts. Work with Head of MR / FOM in implementing any new system or SOP pertaining to members (new check-in system, connect, House pay, etc).
What we are looking for...
- Minimum of 2+ years’ experience in similar capacity
- Thrive in fast-paced, high-volume environments and maintain calm, through quickly and effectively problem solving under pressure
- A highly social, outgoing individual who values personal interactions
- Organised and efficient, capable of managing many different moving parts at once
- Strong communication skills and ability to work across teams
- Someone who can take the initiative and feels passionately about Soho House and its members.
Reception & Member Relations Manager - Mews House Mayfair, Central London employer: Soho House & Co
Soho House is an exceptional employer, offering a vibrant work culture in the heart of Central London that prioritises employee well-being and professional growth. With benefits like weekly pay, generous discounts, and opportunities for continuous training, employees are encouraged to develop their skills while enjoying a supportive environment filled with engaging team events and community involvement. The role of Reception & Member Relations Manager not only allows for meaningful interactions with members but also fosters a sense of belonging within a dynamic and creative team.
StudySmarter Expert Advice🤫
We think this is how you could land Reception & Member Relations Manager - Mews House Mayfair, Central London
✨Tip Number 1
Get to know the company culture! Before your interview, spend some time researching Soho House and its vibe. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your people skills! As a Reception & Member Relations Manager, you'll be interacting with members and guests all day. Role-play common scenarios with a friend to boost your confidence and refine your communication style.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully handled disputes or improved member satisfaction. Be ready to share these stories during your interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and really want to be part of the Soho House family.
We think you need these skills to ace Reception & Member Relations Manager - Mews House Mayfair, Central London
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of fun and warmth into your words. Remember, this role is all about member relations, so showing your friendly side is key.
Tailor Your Application:Make sure to tailor your application specifically for the Reception & Member Relations Manager role. Highlight your relevant experience and skills that match the job description. We love seeing how your background aligns with what we’re looking for!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points if necessary to make your achievements stand out. Remember, clarity is crucial in communication, especially in a role like this!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures it gets to the right people. Plus, it shows you’re keen on joining the Soho House family. We can’t wait to hear from you!
How to prepare for a job interview at Soho House & Co
✨Know the House Inside Out
Before your interview, make sure you’re familiar with Soho House’s values, atmosphere, and member experience. Research their recent events and any unique offerings they have. This will show your genuine interest and help you connect your answers to their culture.
✨Showcase Your People Skills
As a Reception & Member Relations Manager, your ability to engage with members is crucial. Prepare examples of how you've successfully managed member relations or resolved conflicts in the past. Highlight your social skills and how you create a welcoming environment.
✨Demonstrate Problem-Solving Abilities
Expect questions about handling difficult situations or complaints. Think of specific instances where you’ve had to think on your feet and resolve issues quickly. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Be Ready to Discuss Team Dynamics
Since you'll be overseeing a team, be prepared to talk about your leadership style and how you motivate others. Share experiences where you’ve trained or developed staff, and how you ensure everyone works together harmoniously to enhance the member experience.
