Logo of Huzzle

Home

Matches

Explore

Manage

Member Relations - Soho House New York

image

Soho House & Co

1mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Hospitality & Retail
  • New York
  • Quick Apply

AI generated summary

  • You should be outgoing, organized, and communicative, able to handle multiple tasks. Must lift 30 lbs, perform physical activities, and move quickly within the property. Passion for members is essential.
  • You will support members by providing personalized service, managing feedback, overseeing events and experiences, ensuring smooth check-ins, and fostering positive relationships throughout the House.

Requirements

  • A highly social, outgoing individual who values personal interactions
  • Organised and efficient, capable of managing many different moving parts at once
  • Strong communication skills and ability to work across teams
  • Someone who is capable of taking the initiative and feels passionately about Soho House and its members.
  • Must be able to seize, grasp, turn and hold objects with hands.
  • Must be able to make periodical fast paced movements are required to go from one part of the property to others.
  • Must be able to move, pull, push, carry or lift at least 30 pounds.
  • Must be able to occasionally kneel, bend, crouch and climb is required.
  • Must be able to perform physical activities such as lifting, cleaning, and stooping.
  • Must be able to stand, walk, lift, and bend for long periods of time.

Responsibilities

  • Have a strong member facing presence on the floor to support all departments, rotating themselves around the House on an hourly basis, taking time in each area to check on and speak to members in person.
  • Oversee and ensure the successful implementation of Member Recognition, allowing in person, real time follow through with check in flags from Reception (table touches, introductions, etc.) through to Open Table and members seated in restaurants.
  • On the floor, support F&B and Club Reception to touch tables, collect member feedback on service, food, atmosphere and satisfaction.
  • Arrange and/or deliver sense of generosities (SOGs) for special occasions for dining guests.
  • Attend pre-shifts and manager line up, update the teams on pertinent shift needs.
  • Update members Open Table notes with anything pertaining to service preference.
  • Where needed, take the initiative to provide service support to ensure a great member experience (refill waters, bus tables, run a dish).
  • During peak hours and large events, support the Front Desk, and member check-in to ensure that members and guests can access the House as quickly and efficiently as possible.
  • Where there is a screening room, oversee the member attendance, signing in members and ensuring the correct guests are attending.
  • Assist with events check-in (large scale parties, screenings, ticketed events) and ensure our members always come first, minimize tensions or issues.
  • Take the initiative to create memorable personal outreach moments for special occasions (wedding, births, promotions, new movie, etc.).
  • Work with Membership Manager of the House to host/co host new Member Introductions, hosting one on one intros and helping support the initiative to have all members receive an intro.
  • Ensure there is a major focus on member bedroom experience / relationships daily, ensuring arrivals are checked for special arrivals and requests are met and welcome notes are written daily.
  • Handle pre check of all VIP rooms and they are ready for arrival.
  • Arranging amenities for hotel guests as requested, making yourself available and the key point person so that guests know you’re their contact.
  • Meet all VIP upon arrival or during their time at the House, arranging amenities as requested and making yourself available as the key point person so that guests know you’re their contact.
  • Maintain high quality and clear reservation notes, checking and activating, updating systems.
  • Positively grow relationships and connections with all members so that they know you and your role at the House, and lead as the point of contact for all our members.
  • Oversee and make decisions in the real time handling and management of members and their guests in the Houses, including behavioral issues, extended guest lists, one offs and special requests.
  • Create and maintain clear behavior notes following an incident in the House so that the Head of Membership/Membership Manager can follow up the next day.
  • Work with the GM/AGM and Head of MR on recovery on any issues, develop opportunities or create solutions to elevate the member experience. Timely follow through with members is key.
  • Add information to the snapshot and provide relevant information about member feedback, House experience including any challenges or issues (membership portion).
  • Be able to use Micros and work with the goodwill budget of the Houses to comp some members bills when needed in support of recovery or other issue.
  • Ensure the House has a positive vibe and energy, consistently being the best version of yourself, being friendly and approachable whilst always looking presentable and having fun at work whilst showing that you care.
  • Ensuring music, lighting, smell and team member energy in the House is maintained to the typical Soho House standard.
  • Ensure a smooth handover to colleagues at the end of the day, whether that is other member relations team or membership.
  • Participate and help create events that fit the needs of the House's demographic and House Identity Plan, being inclusive, varied and appealing to all members.
  • Promote our member events to all members to drive attendance and increased bookings.
  • Work with MEM to drive higher attendance to our events. Attend and support member events.
  • Work with the GM, Head of MR, and MM over Committee Meetings and gather member feedback to tailor experiences/activities to the need of the House around what is happening in the city (i.e. host a table for the Summit).
  • Work with Head of MR on monthly focuses, using service feedback (mystery shopper reports) to host trainings specific to a concern or issue, and area of focus to flag at pre-shifts.
  • Work with Head of MR / FOM in implementing any new system or SOP pertaining to members (new check-in system, connect, House pay, etc).
  • Performs other duties as assigned by supervisor/manager.

FAQs

What are the main responsibilities of a Member Relations Manager at Soho House New York?

The main responsibilities include overseeing the end-to-end experience of members and guests, ensuring successful member recognition, managing member relations, enhancing the in-house experience, providing support during peak hours and events, and arranging special amenities for hotel guests.

Is experience in hospitality required for this position?

While not explicitly stated, experience in hospitality or a similar field is beneficial, as the role involves direct interaction with members and managing various aspects of the guest experience.

What skills are essential for a Member Relations Manager?

Essential skills include strong communication abilities, social and outgoing personality, organizational efficiency, capacity to manage multiple tasks, and a passion for Soho House and its members.

What kind of physical demands are expected in this role?

The role requires the ability to perform physical activities such as lifting, cleaning, and standing for long periods, as well as the capacity to move objects weighing up to 30 pounds.

Are there opportunities for career development within this position?

Yes, Soho House offers training and career development opportunities that can progress your career both domestically and internationally.

How does Soho House support employee well-being?

Soho House provides a competitive compensation package that includes health care benefits, paid time off, team meals, and various team events, along with opportunities for learning and development.

What is the salary range for this position?

The salary range for this role in New York is between $70,000 and $80,000 USD, with actual compensation determined by experience and other factors.

Do I need to work on weekends or holidays?

Yes, the role may require working during weekends, holidays, and during special events to ensure a great experience for members and guests.

How does the Member Relations Manager contribute to creating a positive atmosphere in the House?

The Member Relations Manager is responsible for maintaining a positive vibe and energy in the House by being friendly, approachable, and ensuring that the environment meets Soho House standards in terms of music, lighting, and team member engagement.

What tools or systems will I need to be familiar with?

Familiarity with systems such as Micros for reservations and reporting is beneficial, as well as any new SOPs pertaining to member management and events.

image

Soho House & Co

Soho House is a place for our diverse membership to connect, grow, have fun, and make an impact.

Travel & Leisure
Industry
5001-10,000
Employees
1995
Founded Year

Mission & Purpose

Soho House is a company that operates private members' clubs, hotels, and restaurants in various cities around the world. They provide exclusive spaces and services for individuals in creative industries, offering a blend of social, work, and leisure environments. Soho House's ultimate goal is to create inviting and inspiring spaces where like-minded individuals can connect, collaborate, and unwind. Their purpose revolves around fostering a community of creatives, entrepreneurs, and professionals, providing them with a supportive network and a vibrant setting to socialise, work, and relax. Through their distinctive venues and services, Soho House aims to facilitate collaboration, nurture creativity, and enhance the well-being of their members.