Front Office Manager - Soho Nashville

Overview

The Front Office Manager at Soho House encompasses the highest level of hospitality and approachability by creating professional relationships with internal and external stakeholders, developing efficient processes that drive memorable member and guest experiences, and contributing to a fun and inviting environment. The role oversees hotel rooms and Front Office operations, including butlers, receptionists, and member services, and assists with managing the Reservations/PBX Department as well as the Evening Membership Guest List.

A successful Front Office Manager has prior experience managing a high-volume, elevated, customer-driven boutique property, with a keen eye for detail and enthusiastic commitment to hospitality and the Soho House brand.

• Influential leader who creates and refines efficiency by implementing processes that enhance member/guest experience and motivate staff to proactively deliver a welcoming experience.
• Develop and monitor yearly departmental goals related to payroll, expenses, staffing levels, and guest service. Create monthly budgets; manage rooms, expenditures, and staff costs; process all guest and member communications, and handle claims and disputes with emphasis on accuracy and follow-up.
• Oversee the concierge role and provide information about local attractions, shopping, and points of interest in the city.
• Contribute to yearly departmental goals and monitor daily operations, greet hotel guests and members upon arrival, while supporting payroll, expenses, and staffing goals.
• Supervise, direct, coordinate, inspire, and persuade staff to maintain service standards set forth by Soho House & Co; ensure all new hires receive proper onboarding training.
• Participate in talent identification, interviewing and hiring, host staff meetings and training opportunities to develop and grow staff skills; provide counseling and discipline where applicable.
• Communicate daily events, guest lists, VIPs, room occupancy, and sales budgets; maintain courteous, professional, and timely correspondence to resolve guest and staff inquiries.
• Collaborate with the controller and Purchasing Manager to ensure items are ordered and inventory is maintained (perishable and non-perishable).
• Deliver the highest standards of customer service and process; track and report all guest disputes and claims.

• Minimum of 5+ years’ experience managing Front Office operations.
• Extensive knowledge of Opera, Salesforce, Open Table, and Google Sheets.
• Detail-oriented with the ability to multitask in a fast-paced environment.
• Customer-service oriented with excellent verbal and written communication skills.
• Flexible schedule, including evenings and weekends as needed.
• Bi-lingual language skills are a plus.
• Hospitality degree preferred.

• Must be able to seize, grasp, turn and hold objects with hands.
• Must be able to perform periodic fast-paced movements to move between areas of the property.
• Must be able to move, pull, push, carry or lift at least 30 pounds.
• Must be able to occasionally kneel, bend, crouch, and climb as required.
• Must be able to perform physical activities such as lifting, cleaning, and stooping; stand, walk, lift, and bend for long periods.

Soho House offers competitive compensation packages with global benefits and perks. We provide training to develop technical and managerial skills to enhance your career.

• 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 to progress domestically or internationally, including managerial or technical paths
• Soho Impact:
  Empowering the Soho House Community through mentoring, apprenticeship, local outreach, and sustainability
• Learning & Development: A wide range of courses available for all employees
• Cookhouse & House Tonic:
  Access to monthly calendars, trips, training, and events
• Team Events:
  Regular events such as fitness sessions, cinema screenings, and art classes
• Team Meal: A substantial meal provided on duty