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About the Role
The Night Manager at Soho House is responsible for ensuring the safety of all members and employees during the overnight shift, handling member inquiries, and overseeing front office operations. This role also involves acting as an ambassador for the Soho House brand, embracing its ethos, and supporting staff, member, and guest experiences.
Responsibilities
- Act as an ambassador and role model for the Hotel and Soho House ethos.
- Anticipate guest needs to enhance service quality and member/guest satisfaction.
- Maintain a motivated and high-performing team to ensure service excellence.
- Prioritize guest experience, aiming for high scores in mystery guest reports and member feedback.
- Manage complaints effectively, resolving situations efficiently and professionally.
- Ensure daily responsibilities, including reports and financial declarations, are met.
- Oversee the induction and ongoing development of night staff.
- Manage the team effectively to meet objectives and retain members.
- Adhere to safety procedures and execute emergency protocols when necessary.
- Assist the House Manager & General Manager in ensuring financial policies and procedures are followed.
Requirements
- Minimum of 2+ years of experience in a similar capacity.
- Ability to thrive in fast-paced, high-volume environments and problem-solve under pressure.
- Must be hospitable, approachable, passionate about customer service, and respectful.
- Demonstrate competency as outlined in the training schedule and Club School.
- Ability to work and maximize relationships within a diverse team.
- Must be able to work flexible shifts and schedules, including weekends and holidays.
Skills
- Complaint management
- Team management
- Financial policy adherence
- Safety procedures
- Opera
- Micros
- Adaco
- Customer service
- Problem-solving
Location
- Soho House
Work Type
- Full-time
- Flexible shifts
Experience Level
- 2+ years
Benefits
- Weekly Pay
- Team meal whilst on shift
- Every House Membership
- 50% off Food & Drink
- Staff Room Rate ($100 a night)
- Private Health and Dental Care
- Life Assurance
- Day off on your birthday
- Up to 50% Staff Discount on Cowshed & Soho Home
- 2 days paid leave per year to support a charity
- Free Counselling Sessions
- Cookhouse & House Tonic trainings, events and opportunities
- Continuous training
- Team Events
About the Company
- Soho House offers competitive compensation packages that feature global benefits and perks.
- We offer training to develop the technical and managerial skills necessary to enhance your career.