At a Glance
- Tasks: Lead a team to deliver personalised concierge services and build relationships with premium members.
- Company: Soho House, an inclusive employer supporting the LGBTQ+ community.
- Benefits: Competitive salary, dynamic work environment, and opportunities for personal growth.
- Other info: Work in a fast-paced environment with a focus on member satisfaction.
- Why this job: Join a vibrant team and make a real impact on member experiences.
- Qualifications: Experience in customer service and strong leadership skills.
The predicted salary is between 30000 - 35005 £ per year.
This job is with Soho House, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
The Role:
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
Concierge Manager employer: Soho House
Soho House is an exceptional employer that champions inclusivity and diversity, making it a fantastic place for individuals seeking a rewarding career in hospitality. With a strong focus on personal development, employees benefit from ongoing training and growth opportunities while working in a vibrant, dynamic environment that values creativity and collaboration. Located in prime urban settings, Soho House offers its team members the chance to engage with a diverse clientele, fostering meaningful relationships and delivering unparalleled service.
