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About the Role

Member Relations Managers are responsible for the end-to-end successful experience of every member and guest. They play a crucial role in overseeing the relationship between members, operations, membership, and events to ensure members find value and appreciation for their membership. Their presence will host the club with a friendly, fun, and professional approach.

Responsibilities

• Maintain a strong member-facing presence on the floor to support all departments.
• Oversee and ensure the successful implementation of Member Recognition.
• Support F&B and Club Reception to gather member feedback on service, food, and atmosphere.
• Arrange and/or deliver 'sense of generosities' for special occasions.
• Attend pre-shifts and manager line-ups to update teams on pertinent shift needs.
• Update member Open Table notes with service preferences.
• Provide service support during peak hours to ensure a great member experience.
• Support the Front Desk and member check-in during peak hours and large events.
• Oversee member attendance for screening rooms, ensuring correct guests are attending.
• Assist with event check-in, prioritizing member experience and minimizing tension.
• Create memorable personal outreach moments for special occasions.
• Host/co-host new Member Introductions with the Membership Manager.
• Ensure a focus on member bedroom experience and relationships daily.
• Handle pre-checks for special arrival rooms and ensure they are ready.
• Arrange amenities for hotel guests as requested, serving as the key point person.
• Meet special arrival guests, arrange amenities, and be their key contact.
• Maintain high-quality reservation notes, checking, activating, and updating systems.
• Positively grow relationships and connections with all members.
• Oversee and make real-time decisions in the handling and management of members and their guests.
• Create and maintain clear behavior notes following an incident.
• Work with management on recovery plans for issues and opportunities to elevate member experience.
• Add information to the snapshot and provide relevant member feedback.
• Utilize Micros and the goodwill budget to comp member bills when needed.
• Ensure the House has a positive vibe and energy, maintaining a friendly and approachable demeanor.
• Ensure music, lighting, smell, and team member energy meet Soho House standards.
• Ensure a smooth handover to colleagues at the end of the day.
• Participate in and help create events that fit the House's demographic and identity.
• Promote member events to drive attendance and bookings.
• Work with Membership teams to drive event attendance.
• Gather member feedback during Committee Meetings to tailor experiences.
• Host trainings specific to concerns or areas of focus based on service feedback.
• Implement new systems or SOPs pertaining to members.

Requirements

• A highly social, outgoing individual who values personal interactions.
• Organized and efficient, capable of managing many different moving parts at once.
• Strong communication skills and ability to work across teams.
• Capable of taking the initiative and feels passionately about Soho House and its members.
• Must be able to seize, grasp, turn and hold objects with hands.
• Must be able to make periodical fast-paced movements.
• Must be able to move, pull, push, carry or lift at least 30 pounds.
• Must be able to occasionally kneel, bend, crouch and climb.
• Must be able to perform physical activities such as lifting, cleaning, and stooping.
• Must be able to stand, walk, lift, and bend for long periods of time.

Skills

• Member Relations
• Guest Experience
• Event Planning
• Customer Service
• Communication
• Interpersonal Skills
• Problem-Solving
• Teamwork
• Micros
• Feedback Collection
• Relationship Building

Location

• Global

Work Type

• Full-time

Experience Level

• Not specified

Education Level

• Not specified

Salary/Compensations

• Competitive compensation packages

Benefits

• Medical, Dental & Vision
• Retirement fund with a 2% match
• Paid Time Off (sick days + vacation days)
• Career Development opportunities (domestic or international)
• Soho Impact initiatives (mentoring, apprenticeship, local outreach, sustainability)
• Extensive range of internal and external learning and development courses
• Access to Cookhouse & House Tonic events and training
• Team Events (fitness sessions, cinema screenings, art classes)
• Complimentary substantial meal whilst on duty

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.

Equal Opportunity

• Soho House is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer.