Concierge Manager

<p><strong>Concierge Manager</strong></p> <p><strong>The Role..</strong></p> <p>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.</p> <p>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.</p> <p>In this capacity you will work across multiple functions to ensure every member experiences a seamless, joined-up service.</p> <p><strong>Key Responsibilities</strong></p> <p><strong>Hands-on Concierge Delivery</strong></p> <ul> <li>Take regular shifts handling member bookings, reservations and special requests to the same standard expected of the team.</li> <li>Deliver a highly personalised, welcoming and intuitive experience for all relevant members, via private WhatsApp and to agreed SLAs.</li> <li>Act as a knowledgeable point of contact for all Houses, facilities and events globally.</li> <li>Manage all booking, reservation and special requests with a high level of accuracy, care and attention to detail.</li> <li>Anticipate member needs and preferences, offering thoughtful suggestions before they are requested. Cross and upselling where appropriate.</li> <li>Build genuine relationships with members, recognising and remembering individual preferences.</li> <li>Handle sensitive or difficult requests with discretion, professionalism, and sound judgement.</li> <li>Coordinate with internal departments and external partners globally to facilitate requests quickly and efficiently, ensuring all members receive a seamless service across all touchpoints.</li> <li>Resolve any issues calmy and efficiently, ensuring members feel heard and are looked after to minimise complaint escalations.</li> <li>Act as an ambassador for the Soho One service, ensuring all interactions reflect the values and standards of the offering.</li> <li>Maintain accurate records of member preferences, requests, and feedback to deliver consistently tailored experiences.</li> <li>Help evolve internal processes to improve service efficiency, consistency, and member satisfaction by recording and offering member feedback to department leadership.</li> <li>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.</li> </ul> <p><strong>Team Leadership &amp; Development</strong></p> <ul> <li>Lead, motivate and develop a team scaling up to 12 Concierge Responders, fostering a culture of professionalism in a peraonal context.</li> <li>Act as the senior escalation point for complex requests or complaints, resolving them with discretion, professionalism and sound judgement.</li> <li>Manage rotas, shift coverage and capacity planning to ensure SLAs are met across time zones, 7 days a week.</li> <li>Run regular 1:1s, performance reviews and ongoing coaching, with clear development plans for each team member.</li> <li>Recruit, onboard and train new responders, ensuring they reach a high standard of product knowledge, tone and judgement before going live with members.</li> <li>Identify skill gaps and design training interventions covering tone, systems, product knowledge, and difficult conversations.</li> </ul> <p><strong>Service Quality &amp; Member Experience</strong></p> <ul> <li>Own and report on team KPIs and SLAs (response times, resolution times, member satisfaction, complaint rates)</li> <li>Own the quality and consistency of every member interaction, conducting regular quality reviews of WhatsApp conversations and providing constructive feedback.</li> <li>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</li> <li>Take a highly systematic approach to data management, systems, record keeping and quality across the team</li> <li>Champion a proactive, anticipatory service culture, guiding the team to make thoughtful, personalised recommendations.</li> <li>Develop relationships across all Houses to support the day-to-day personalisation of the experience of members who visit.</li> <li>Work closely with Account Managers to ensure a seamless handover between relationship management and day-to-day service delivery.</li> <li>Monitor workload distribution and queue health in real time, jumping in to protect service standards during peak periods.</li> <li>Maintain operational rigour around record-keeping of member preferences, requests and feedback in Salesforce and other systems, ensuring the team uses them consistently.</li> </ul> <p><strong>Requirements / Qualifications</strong></p> <ul> <li>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.</li> <li>Experience leading a customer-facing team to consistently high service standards in a fast-paced, SLA-driven environment, while remaining hands-on in delivery.</li> <li>Exceptional interpersonal, relationship building and communication skills, both written and verbal.</li> <li>Naturally warm, intuitive, and discreet, with the ability to engage high-spending and high-profile members authentically.</li> <li>Tech-savvy, with experience of using CRM (ideally Salesforce), and loyalty programme platforms.</li> <li>Proficient in using hospitality management tools and software including Opera, Open Table and GEM.</li> <li>Excellent time management and problem-solving skills, with the ability to collaborate cross-functionally with other departments.</li> <li>Highly organised, detail-oriented, with proven ability of managing multiple tasks and priorities under pressure, while remaining calm and composed.</li> <li>Proactive and solution driven mindset with the ability to anticipate needs and act with discretion and urgency.</li> <li>Passionate about the Soho House ethos and creating unforgettable experiences for our members.</li> <li>Highly organised and detail-oriented, with the ability to manage competing priorities calmly under pressure.</li> <li>Flexibility to work shifts, including occasional evenings, weekends and out-of-hours where the role demands.</li> </ul> <p></p> <p><strong>Benefits…</strong></p> <p>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 grow your career.</p> <ul> <li>Annual Every House Membership</li> <li>50% off Food &amp; Drink, 7 days a week</li> <li>Staff Room Rates</li> <li>Private Health and Dental Care</li> <li>Weekly Pay</li> <li>Life Assurance</li> <li>Up to 50% Staff Discount on Cowshed &amp; Soho Home</li> <li>In Office Dog Policy on Fridays</li> <li>Season Ticket Loan</li> <li>Christmas Office Closure</li> <li>In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.</li> <li>Free Counselling Sessions</li> <li>Cookhouse &amp; House Tonic: Our Cookhouse &amp; House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.</li> <li>Continuous training to develop yourself personally and professionally</li> <li>Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more</li> <li>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.</li> </ul> <p></p> <p>&nbsp;</p>