Soho Support Coordinator - Member Services

Soho House

The Role… This is an exciting time to be joining the Soho Support Team (SST), with new house openings in the UK, Europe and NA. As such, the Coordinator will report into the Soho Support Manager for Membership, and will be responsible for delivering a first class service in Dutch & English to our members throughout the UK and Europe. Whilst adhering to departmental SLA’s. This role has great growth potential for the right candidate and would suit someone passionate about delivering a great customer experience. Salary - £13 p/h Main Duties… * To be an enthusiastic first point of contact for Soho House member queries via telephone and email. Responding to these queries in Dutch or English (where appropriate) in a timely manner and adhering to the departments SLA’s. * Offering a pro-active service to our diverse membership in German and English via telephone & email when payment is overdue or support is needed * Use our Salesforce database to create, look up and update records for current and potential members. * Set up new member and member renewal payments via credit card, Sepa and the occasional bank transfer payment, enuring all transactions are handled accurately and as per company/legal guidelines * You will be part of a team responsible for the general administration of our UK houses (and future house openings) * Joint responsibility for amending and freezing memberships, ensuring compliance with the appropriate Terms & Conditions. * Supporting other departments with information requests * Plus any ad-hoc projects given by the Head of Support / Soho Support Manager. What We Are Looking For... * At least one year of customer facing experience, preferably in a membership environment. * An enthusiasm for providing first class customer service is a must. * Experience of working with Salesforce. * Experience of communicating in a friendly but professional manner in fluent Dutch & English to a diverse audience. * Experience of working in a fast-paced team environment * Fluency in both Dutch & English is required. * Will have a passion for customer service and enjoy elevating the customers' experience through knowledge, empathy and attention to detail. * You will have a professional telephone manner and strong written correspondence skills. * IT proficiency including Microsoft Office packages and accuracy in data entry with excellent attention to detail. * Highly motivated, adaptable and able to demonstrate a willingness to learn & progress. 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. * Soho Friends Membership - Every House Membership After 1 Years Service. * 50% off Food & Drink, 7 days a week * Staff Room Rates * Private Health and Dental Care * Weekly Pay * Life Assurance * Birthday Day Off * Up to 50% Staff Discount on Cowshed & Soho Home * In Office Dog Policy * Season Ticket Loan * In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice. * Free Counselling Sessions * Cookhouse & 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 professionally * Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more * 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.

Soho House

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 House’s 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 globally and bedroom offerings globally, including 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 on bedroom reservations and guest stays. * Demonstrate strong working knowledge of OPERA to 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 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. * 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.

Soho House

The Role… This is an exciting time to be joining our Soho Support customer service team. We are a global function, supporting members with all their needs, from application enquiries, restaurant reservations, bedroom bookings and Soho Home retail enquiries. Soho Support Coordinator Member Services serves as the first point of contact to members looking to visit our Houses in New York and Los Angeles. The role is fast-paced and diverse, tasks can range from booking restaurant reservations to providing membership invoices, discussing private hire opportunities in our houses, and going the extra mile arranging special occasions. Key responsibilities… * Act as a warm, professional, and knowledgeable first point of contact for Soho House members, delivering exceptional service via telephone and email. * Respond to all member queries in a timely and efficient manner, consistently meeting or exceeding departmental SLAs and personal performance KPIs. * Deliver a proactive, solutions-focused service to a diverse global membership, anticipating needs and enhancing the overall member experience. * Manage a variety of requests including membership administration, club and restaurant enquiries, and general support across our Houses in New York and Los Angeles. * Take ownership of member queries from initial contact through to resolution, ensuring a seamless and personalised experience. * Collaborate effectively with internal teams and support departments to resolve issues and continuously improve service delivery. * Identify opportunities to improve processes and member experience through initiative and feedback.  What We’re Looking For… * A genuine passion for luxury hospitality and delivering elevated, personalised customer experiences. * Self-motivated and solution driven, with the ability to absorb training materials quickly and demonstrate initiative  * A natural communicator with a polished and professional telephone manner, alongside excellent written communication skills. * Highly organised with exceptional attention to detail and the ability to multitask in a fast-paced environment. * Proactive and resourceful, with a strong sense of ownership and the confidence to take initiative in problem-solving. * Results-driven, with a clear understanding of working towards and achieving individual and team KPIs. * Adaptable, resilient, and motivated, with a strong desire to learn, grow, and progress within the business. * Discreet and trustworthy, with a clear understanding of the importance of handling confidential member information. Your experience… Required * Experience working within a luxury hospitality, premium service, or high-end customer-focused environment. * Proven ability to meet or exceed personal and departmental KPIs and SLAs. * Experience using Salesforce or a similar CRM system. * Strong experience working in a fast-paced, target-driven team environment. * Excellent verbal and written communication skills in fluent English. * Solid understanding of GDPR and the importance of data protection. Preferred * Experience with OpenTable or similar reservation systems. * Experience working within a membership-based or loyalty-driven environment. * Previous experience supporting international customers or working across multiple regions. * Experience working in a remote or hybrid environment. Additional information… * This is a remote, entry-level position. * While a dedicated home office is not required, you must have access to a quiet, private workspace free from distractions during working hours. * A strong and reliable internet connection is essential to perform effectively in this role. * Candidates must be based in the Miami area and available to travel for onboarding and occasional team days at our Miami Houses. * This role requires working 40 hours per week across a 7-day operation, with varied shifts scheduled as 9:00 am–6:00 pm, 11:00 am–8:00 pm, or 2:00 pm–11:00 pm. * All necessary equipment, including a laptop and headset, will be provided by Soho House.   Why work with us... 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 enhance your career. * Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match * Paid Time Off: Full- Time Employees have sick day's + vacation days * Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically * Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability * Learning & Development: An extensive range of internally and externally run courses are available for all employees. * Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all. * 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.