Front Desk Agent

Overview

The Front Desk Agent at Soho House assists with checking members in to the property and hotel guests into their rooms, streamlining inquiries, risks and other matters that arise. The Front Desk Agent receives payments and balances cash at end of shift. You will be well-versed with the property layout, informed about special offers when applicable, restaurant/F&B options and other amenities including gym, spa and shared workspace.

A successful Front Desk Agent is hospitable by nature, pro-active, able to multi-task and remains level-headed and professional in demanding and fast-paced environments.

• Primary point of initial contact for members, guests and staff and ensure all visitors are welcomed with open arms and provided with top-notch service from the moment they enter a Soho House & Co property
• Perform concierge duties as required, including booking cars, tickets to shows, restaurant reservations, spa reservations, etc.
• Answer incoming emails and inquiries via various digital portals used by members and guests; print/scan documents for members and guests checking in to rooms (hotel)
• Keep up-to-date on hours of operation, reservation restrictions and workflow changes by communicating with all departments daily
• Handle accounting inquiries (e.g., sending folios, fielding disputes, billing, receipts, refund requests), walkout retrievals, and manage lost credit cards securely
• Know Soho House amenities, room types, descriptions, rates and availability; suggest room preferences to increase revenue and guest satisfaction
• Coordinate with valet and luggage storage by delegating to the bell attendant and/or butler as needed
• Participate in Daily Shift briefings and maintain professional phone etiquette

• At least 1 year in a similar role or in a customer service / front-facing position
• Ability to multi-task, manage high-volume phone lines, and provide professional face-to-face inquiries
• Quick learner; familiarity with Open Table, Salesforce, Google Sheets and/or Opera
• Problem solving and conflict resolution skills
• Detail oriented, articulate, and able to multi-task in a high-volume, demanding environment
• Strong communication skills with the ability to understand and follow written and verbal instructions
• Flexible schedule and availability to work nights, weekends and holidays as needed

• Must be able to seize, grasp, turn and hold objects with hands
• Must be able to stand/walk for at least 8 hours
• Fast-paced movements required to move between areas of the club
• Must be able to move, pull, carry or lift at least 40 pounds
• Occasionally kneel, bend, crouch and climb as required

Soho House offers competitive compensation packages that feature global benefits and perks. We provide training to develop technical and managerial skills to enhance your career, whether you’re seeking entry-level employment or a new opportunity.

• Health Care + 401K:
  Full-time employees are eligible for full benefits, including Medical, Dental & Vision, and a Retirement fund with a 2% match
• Paid Time Off:
  Full-time employees have sick days and vacation days
• Career Development:
  Opportunities domestically or internationally, including managerial or technical tracks
• Soho Impact:
  Empowering the Soho House Community through mentoring, apprenticeship, local outreach and sustainability
• Learning & Development:
  Courses available for all employees
• Cookhouse & House Tonic:
  Access to monthly calendars, trips, trainings and events
• Team Events:
  Fitness sessions, cinema screenings and art classes
• Team Meal:
  Substantial meals provided on duty