Soho House & Co.
Hospitality
VirtualConcierge
“Virtual Concierge at Soho House & Co.. Skills: Relationship building, Communication, Service delivery, Problem-solving. Building meaningful, long-term relationships with Soho House’s most engaged, high-spending and high-profile members. Facilitating all booking, reservation and special requests to agreed SLAs”
What You'll Achieve.
Deliver an exceptional experience for every member; Ensure all members receive a seamless service across all touchpoints; Minimise complaint escalations; Deliver consistently tailored experiences; Improve service efficiency, consistency, and member satisfaction; Creating unforgettable experiences for our members
Industry & Context.
Excellent time management and problem-solving skills; Proactive and solution driven mindset with the ability to anticipate needs and act with discretion and urgency; Resolve any issues calmly and efficiently
What They're Looking For.
Must Have
1+ years’ experience within private members' clubs, luxury hospitality, concierge services, or membership-based environments, Exceptional interpersonal, relationship building and communication skills, both written and verbal, Naturally warm, intuitive, and discreet, with the ability to engage high-spending and high-profile members authentically, Tech-savvy, with experience of using CRM (ideally Salesforce), and loyalty programme platforms, Proficiency in OPERA is paramount, with demonstrated experience managing bedroom reservations, inventory, and guest profiles, In-depth understanding of luxury hotel bedrooms and accommodation standards, with the ability to confidently advise and manage room categories, Excellent time management and problem-solving skills, with the ability to collaborate cross-functionally with other departments, Highly organised, detail-oriented, with proven ability of managing multiple tasks and priorities under pressure, while remaining calm and composed, Proactive and solution driven mindset with the ability to anticipate needs and act with discretion and urgency, Passionate about the Soho House ethos and creating unforgettable experiences for our members
Nice to Have
Ideally in a concierge, guest relations, or customer experience role
What You'll Do.
long-term relationships with Soho House’s most engaged
high-spending and high-profile members
Facilitating all booking
reservation and special requests to agreed SLAs
Acting as the first point of contact for all enquiries relating to Soho Members
Delivering a highly personalised
welcoming and intuitive experience for all Soho members
via private WhatsApp and to agreed SLAs
Acting as a knowledgeable point of contact for all Houses
facilities and events globally and bedroom offerings globally
including room categories
reservation and special requests with a high level of accuracy
care and attention to detail
with particular focus on bedroom reservations and guest stays
Anticipating member needs and preferences
offering thoughtful suggestions before they are requested
including tailored room and stay recommendations
Cross and upselling where appropriate
Building genuine relationships with members
recognising and remembering individual preferences
Handling sensitive or difficult requests with discretion
Coordinating with internal departments and external partners globally to facilitate requests quickly and efficiently
ensuring all members receive a seamless service across all touchpoints
Resolving any issues calmly and efficiently
particularly those relating to bedroom stays or reservations
ensuring members feel heard and are looked after to minimise complaint escalations
Acting as an ambassador for the Soho service
ensuring all interactions reflect the values and standards of the offering
Maintaining accurate records of member preferences
and feedback to deliver consistently tailored experiences
ensuring all bedroom and stay-related information is captured in OPERA and CRM systems
Helping evolve internal processes to improve service efficiency
and member satisfaction by recording and offering member feedback to Soho leadership
How You'll Work.
Team & Collaboration
Work closely with the Support and Operations teams to deliver an exceptional experience for every member; Coordinate with internal departments and external partners globally to facilitate requests quickly and efficiently; Collaborate cross-functionally with other departments
Communication Scope
Exceptional interpersonal, relationship building and communication skills, both written and verbal
Applying for this Virtual Concierge role?
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