BAU Tasks

• Act as primary and dedicated concierge liaison for high-profile members in (London), managing all requests with fast action, a solution driven approach and high attention to detail.
• Proactively build and maintain trusted relationships with key members, acting as a senior point of contact and brand ambassador.
• Work closely with Membership, Events, Bedrooms and Operations teams globally to ensure successful end to end fulfilment of all member requests, anticipating needs and developing clear guidelines to ensure we consistently deliver service above and beyond expectation.
• Work independently with a high level of ownership, accountability, and pace, while collaborating effectively with House and central teams.
• Build and maintain strong relationships across all Houses and Operations Teams globally to ensure there is a globally consistent approach to servicing all high-profile members and a responsive, closed feedback loop to support ongoing engagement, satisfaction, loyalty and retention.
• Support in building and maintaining detailed and personalised member profiles to increase engagement and spend. Maintaining accurate records of member activity and service interactions in CRM systems.
• Ensure the highest standards of discretion, professionalism, and hospitality when engaging high-profile members.
• Act as a voice of the member internally, sharing insights that influence programming, experiences, and commercial initiatives.
• Be commercially aware and able to offer recommendations on services. Keeping up to date with all events, promotions and special offers across the business globally.
• Represent the Soho House brand and values in every interaction.

Requirements/ Qualifications

• 2+ years’ experience within private members' clubs, luxury hospitality, concierge services, or membership-based environments.
• 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.
• Commercially minded, with a track record of driving revenue through relationship management.
• Confident setting priorities, building plans, and delivering against clear objectives and timelines.
• Data-literate, with experience tracking KPIs and translating insight into action.
• 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.
• Strong understanding of global concierge services and loyalty programmes.
• 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

• Every House 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.