Virtual Concierge

The Role

We are seeking a passionate service-driven individual to join our Soho Support Team as a Virtual Concierge for Soho members. You will be responsible for building meaningful long-term relationships with Soho Houses most engaged high-spending and high-profile members and facilitating all booking reservation and special requests to agreed SLAs.

The Virtual Concierge will be the first point of contact for all enquiries relating to Soho Members. They will work closely with the Support and Operations teams to deliver an exceptional experience for every member from seamless onboarding to personalised responses. This role demands discretion professionalism and agility in a fast-paced environment.

Key Responsibilities

Main duties

• Deliver a highly personalised welcoming and intuitive experience for all Soho members via private WhatsApp and to agreed SLAs.
• Act as a knowledgeable point of contact for all Houses facilities and events globallyandbedroom offerings globallyincluding room categories availability and special features.
• Manage all booking reservation and special requests with a high level of accuracy care and attention to detail with particular focus onbedroom reservations and guest stays.
• Demonstrate strong working knowledge of OPERAto manage bookings room allocations preferences and billing accurately and efficiently.
• Anticipate member needs and preferences offering thoughtful suggestions before they are requested including tailored room and stay recommendations. Cross and upselling where appropriate.
• Build genuine relationships with members recognising and remembering individual preferences including room types amenities and stay history.
• Handle sensitive or difficult requests with discretion professionalism and sound judgement.
• Coordinate with internal departments and external partners globally to facilitate requests quickly and efficiently ensuring all members receive a seamless service across all touchpoints.
• Resolve any issues calmly and efficiently particularly those relating to bedroom stays or reservations ensuring members feel heard and are looked after to minimise complaint escalations.
• Act as an ambassador for the Soho service ensuring all interactions reflect the values and standards of the offering.
• Maintain accurate records of member preferences requests and feedback to deliver consistently tailored experiences ensuring all bedroom and stay-related information is captured in OPERA and CRM systems.
• Help evolve internal processes to improve service efficiency consistency and member satisfaction by recording and offering member feedback to Soho leadership.

Requirements/ Qualifications:

• 1 years experience within private members clubs luxury hospitality concierge services or membership-based environments. Ideally in a concierge guest relations or customer experience role.
• Exceptional interpersonal relationship building and communication skills both written and verbal.
• Naturally warm intuitive and discreet with the ability to engage high-spending and high-profile members authentically.
• Tech-savvy with experience of using CRM (ideally Salesforce) and loyalty programme platforms.
• Strong proficiency in OPERA is paramount with demonstrated experience managing bedroom reservations inventory and guest profiles.
• In-depth understanding of luxury hotel bedrooms and accommodation standards with the ability to confidently advise and manage room categories.
• Excellent time management and problem-solving skills with the ability to collaborate cross-functionally with other departments.
• Highly organised detail-oriented with proven ability of managing multiple tasks and priorities under pressure while remaining calm and composed.
• Proactive and solution driven mindset with the ability to anticipate needs and act with discretion and urgency.
• Passionate about the Soho House ethos and creating unforgettable experiences for our members.

Benefits..

Soho House offers competitive compensation packages that feature global benefits and perks. Whether youre seeking entry-level employment or a new opportunity to expand your profession we offer training to develop the technical and managerial skills necessary to grow your career.

• Discounts at Soho House globally as well as Soho Home and Cowshed
• Soho Friends Membership
• Enhanced Pension Scheme
• Private Health and Dental Care
• Cycle to Work Scheme/Season Ticket Loan
• In conjunction with Soho Impact take 2 days paid a year to support a charity of your choice.
• Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings events and opportunities to inspire and educate.
• Team Events: From fitness sessions to cinema screenings and art classes each month we hold a series of fun events which you can sign up to.