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About the Role
Provide leadership and direction to the Front Desk operations team, demonstrating proactive resourcefulness and knowledge of the House and Nashville community.
Responsibilities
- Develop relationships with guests, group contacts, and members to provide personalized Soho House service
- Oversee scheduled shifts, ensuring all tasks are delegated and completed
- Resolve customer complaints and handle guest interactions with high hospitality and professionalism, accommodating special requests
- Respond to guests’ requests accurately and timely, creating memorable experiences
- Assist in department training, development, coaching, and mentoring
- Communicate crucial matters within and across departments
- Assure proper handling of VIPs, protecting their privacy and confidentiality
- Ensure company culture is visible in all business aspects
- Take action on matters related to employee, guest, and property safety, security, satisfaction, and well-being
- Respond swiftly and effectively to hotel emergency or safety situations
- Comply with all hotel policies, standards, and local laws
- Greet guests and manage hotel check-ins and check-outs
- Maintain full knowledge of room types, descriptions, rates, and availability
- Practice general phone etiquette
- Present messages or packages
- Offer bell attendant assistance, luggage storage, and car retrieval
- Offer assistance in arranging transportation
- Perform all concierge duties, including booking cars, show tickets, and reservations for restaurants and spas
- Maintain regular and reliable attendance
Requirements
- At least 1 year of Front Desk experience in a similar industry
- Ability to multi-task and answer high-volume phone lines professionally
- Ability to answer inquiries professionally (face to face), timely, and to the best of your abilities
- Quick learner or experience with OpenTable, Salesforce, Google Sheets, and/or Opera
- Problem-solving skills and ability to resolve conflicts
- Detail-oriented and articulate
- Ability to multi-task in a high-volume and demanding work environment
- Strong communication skills
- Ability to understand and follow written and verbal instructions
- Flexible schedule and ability to work nights, weekends, and holidays as needed
- Ability to seize, grasp, turn, and hold objects with hands
- Ability to work on feet for at least 8 hours
- Ability to perform fast-paced movements across the club
- Ability to move, pull, carry, or lift at least 20 pounds
- Ability to occasionally kneel, bend, crouch, and climb
Skills
- Multi-tasking
- High-volume phone line management
- Professional inquiry handling
- Quick learning
- OpenTable
- Salesforce
- Google Sheets
- Opera
- Problem solving
- Conflict resolution
- Detail oriented
- Articulate communication
- Strong communication skills
- Following written instructions
- Following verbal instructions
Location
- Nashville
Work Type
- Full-time
- Flexible schedule
- Nights
- Weekends
- Holidays
Experience Level
- 1+ year of Front Desk experience
Benefits
- Competitive compensation packages
- Global benefits and perks
- Training for technical and managerial skill development
- Medical benefits for full-time employees
- Dental benefits for full-time employees
- Vision benefits for full-time employees
- Retirement fund with a 2% match for full-time employees
- Paid sick days for full-time employees
- Paid vacation days for full-time employees
- Domestic career development opportunities
- International career development opportunities
- Managerial career development opportunities
- Technical career development opportunities
- Soho Impact: mentoring, apprenticeship, local outreach, and sustainability initiatives
- Extensive range of internally run learning and development courses
- Extensive range of externally run learning and development courses
- Cookhouse & House Tonic: food and drink events, trips, and training
- Team Events: fitness sessions, cinema screenings, and art classes
- Substantial team meal provided free of charge whilst on duty
About the Company
- Soho House offers competitive compensation packages featuring global benefits and perks.
- The company supports career progression domestically and internationally, across managerial and technical paths.
- Soho Impact empowers the Soho House Community through mentoring, apprenticeships, local outreach, and sustainability initiatives.
- Cookhouse & House Tonic celebrates the company's passion for food and drink.