Member Experience Coordinator

About the job

Who we are…

Soho House & Co is a collection of members' clubs, restaurants, hotels and cinemas, catering to those in the film, media, fashion and creative industries. The company has unique ventures throughout the UK, USA, Canada, Europe and Asia, with new openings planned globally.

The Mission…

Soho House is a platform for creativity and a space for its diverse membership to have fun, connect, discover and grow. Our passion is people, and we put members and our team at the heart of everything we do. We promote equality, respect and kindness within our walls, and in every community we create around the world.

Benefits

Soho House offers competitive compensation packages for our team members 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.

Membership

Two Week-offs a week

Discount on Food, wine-spirits & rooms

Discount on all Cowshed products (up to 50%)

Cookhouse & House Tonic : Our Cookhouse & Tonic Programmes offer unique food and drink Training, events and opportunities to inspire and educate.

Continuous training to develop yourself personally and professionally

Local Pension plan and Health Scheme

What We Are Looking For

We are primarily looking for someone who is used to working in hospitality as the position requires understanding of how operations work. You are good with people and have a positive attitude and good problem-solving skills.

You are also comfortable with systems and administrative tasks and with managing a little team and keep them motivated.

Furthermore, we would like you to be able to say yes to the following :

Team player who communicates well with all colleagues

Punctual, reliable and trustworthy

Sense of urgency

Yes, yes, yes mentality

Can do attitude

The role…

• Lead the member and guest arrival in the first minutes from passing reception to arriving on the club floor.
• Providing a sense of support and confidence to the member that they will be well looked after and needs reasonably accommodated. A great welcome built on eye contact, communication, and solutions.
• If unable to provide the exact requests of the member the Club Host will provide alternatives which make the member feel valued.
• Maintain a constant presence in the house, taking time to talk to members and build relationships. Aim to acknowledge all departing members mirroring the engagement of the arrival.
• Awareness of all PWK+, PWK’s and FHM’s
• Be an on shift “go to” for members and their needs / requirements.
• Understand the eb and flow of service and the house and using this to manage member expectations and deliver excellence.
• Observe the in-club crowds across different parts of the day, looking out to ensure individuals are always a good fit for the day and keeping them engaged with the aim of keeping them in house.
• Support in the flow of the house and understand the tables which are coming available throughout the day
• Be introduced at all Member Inductions
• Attend all member mixers.
• Follow up with the General Manager / Reception Manager / Membership
• about behaviour and experience.
• Obtain regular feedback from Members about the service, facilities, operations and events that take place in the house and provide updates to the in-house teams.
• Submit reports on member relations to the GM and membership team as and when required.