At a Glance
- Tasks: Lead a team to deliver personalised concierge services and build relationships with premium members.
- Company: Soho House, an inclusive employer committed to diversity and community.
- Benefits: Competitive salary, professional development, and a vibrant work culture.
- Other info: Opportunity for career growth in a fast-paced, supportive environment.
- Why this job: Join a dynamic team and make a real impact on member experiences.
- Qualifications: Experience in customer service and team leadership skills required.
The predicted salary is between 40000 - 50000 £ per year.
This job is with Soho House, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community.
Please do not contact the recruiter directly.
Concierge Manager
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 Whats App 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 calmy 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 peraonal 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 Whats App 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
Concierge Manager in London employer: Soho House
Soho House in Manchester is an exceptional employer, offering a vibrant work culture where creativity and service excellence thrive. With benefits like weekly pay, health plans, and ongoing training opportunities, employees are encouraged to grow their skills and advance their careers while enjoying the unique atmosphere of one of the city's most stylish venues.
StudySmarter Expert Advice🤫
We think this is how you could land Concierge Manager in London
✨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 Soho House. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Soho House
Don't be shy about reaching out to Soho House 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 Concierge Manager in London
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 Soho House 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 Soho House
✨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!
