Concierge Manager Full Time NEW

The Role..Lead a team of up to 12 Concierge Responders delivering a highly personalised, intuitive, desk-based concierge service to a cohort of premium members globally.This is a working manager role: alongside leading the team, you will also work on the front line, building meaningful, long term relationships with Soho House’s most engaged, high-spending and high-profile members.In this capacity you will work across multiple functions to ensure every member experiences a seamless, joined-up service.Key ResponsibilitiesHands-on Concierge DeliveryTake regular shifts handling member bookings, reservations and special requests to the same standard expected of the team.Deliver a highly personalised, welcoming and intuitive experience for all relevant members, via private WhatsApp and to agreed SLAs.Act as a knowledgeable point of contact for all Houses, facilities and events globally.Manage all booking, reservation and special requests with a high level of accuracy, care and attention to detail.Anticipate member needs and preferences, offering thoughtful suggestions before they are requested. Cross and upselling where appropriate.Build genuine relationships with members, recognising and remembering individual preferences.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 calmy and efficiently, ensuring members feel heard and are looked after to minimise complaint escalations.Act as an ambassador for the Soho One 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.Help evolve internal processes to improve service efficiency, consistency, and member satisfaction by recording and offering member feedback to department leadership.Stay close to the day-to-day reality of the service so coaching, process changes and feedback to leadership are grounded in first-hand experience.Team Leadership & DevelopmentLead, motivate and develop a team scaling up to 12 Concierge Responders, fostering a culture of professionalism in a peraonal context.Act as the senior escalation point for complex requests or complaints, resolving them with discretion, professionalism and sound judgement.Manage rotas, shift coverage and capacity planning to ensure SLAs are met across time zones, 7 days a week.Run regular 1:1s, performance reviews and ongoing coaching, with clear development plans for each team member.Recruit, onboard and train new responders, ensuring they reach a high standard of product knowledge, tone and judgement before going live with members.Identify skill gaps and design training interventions covering tone, systems, product knowledge, and difficult conversations.Service Quality & Member ExperienceOwn and report on team KPIs and SLAs (response times, resolution times, member satisfaction, complaint rates)Own the quality and consistency of every member interaction, conducting regular quality reviews of WhatsApp conversations and providing constructive feedback.Strive to meet a team standard of resolving all member requests within 24 hours, across the team, monitor ticket volume in real time to ensure standards are maintainedTake a highly systematic approach to data management, systems, record keeping and quality across the teamChampion a proactive, anticipatory service culture, guiding the team to make thoughtful, personalised recommendations.Develop relationships across all Houses to support the day-to-day personalisation of the experience of members who visit.Work closely with Account Managers to ensure a seamless handover between relationship management and day-to-day service delivery.Monitor workload distribution and queue health in real time, jumping in to protect service standards during peak periods.Maintain operational rigour around record-keeping of member preferences, requests and feedback in Salesforce and other systems, ensuring the team uses them consistently.Requirements / Qualifications3+ years’ experience in private members’ clubs, luxury hospitality, concierge or premium customer experience environments, with at least 2 years in a people-management role.Experience leading a customer-facing team to consistently high service standards in a fast-paced, SLA-driven environment, while remaining hands-on in delivery.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.Proficient in using hospitality management tools and software including Opera, Open Table and GEM.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.Highly organised and detail-oriented, with the ability to manage competing priorities calmly under pressure.Flexibility to work shifts, including occasional evenings, weekends and out-of-hours where the role demands.Benefits…Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re 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.Annual Every House Membership50% off Food & Drink, 7 days a weekStaff Room RatesPrivate Health and Dental CareWeekly PayLife AssuranceUp to 50% Staff Discount on Cowshed & Soho HomeIn Office Dog Policy on FridaysSeason Ticket LoanChristmas Office ClosureIn conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.Free Counselling SessionsCookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.Continuous training to develop yourself personally and professionallyExclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much moreTeam 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.