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Reception & Member Relations Manager - Mews… at Soho House · London
Skills
Job Description
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 manager and communicate quickly to ensure everyone understands next steps and how to proceed.
- Ensure all systems are kept up to day 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 behavior 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.