Member Relations

Job description

**The vibe …** At Soho House culture is everything and we believe that our Houses are only as good as the people who work within them. Whether it’s a private members’ club, hotel, restaurant, spa or gym each of our sites has its own style and atmosphere. We aim to make sure that all our guests and members have a great time and we firmly believe it’s our people who make that happen. **Main duties…** - Serve as the primary contact for members, addressing enquiries, resolving concerns, and delivering personalised support. - Maintain a strong presence in key areas of the club to engage with members and enhance their overall experience. - Support onboarding of new members, including welcome communications, tours, and orientation. - Maintain accurate member records in the CRM system, ensuring timely updates on preferences, interactions, and feedback. - Assist with the coordination of member events, reservations, private bookings, and special requests. - Work closely with front-of-house, events, and operations teams to ensure seamless service delivery. - Actively gather and log feedback from members, escalating suggestions or issues to relevant departments. - Champion the club’s values, brand tone, and member-first approach in every interaction. - Monitor and support member engagement initiatives, including retention programs, loyalty communications, and satisfaction tracking. **What we are looking for...** A successful Member Relations for Soho House will ideally have up to 2 years’ experience in a busy high-profile venue and a natural flair for first class service. You’ll be reliable, friendly and happy to be a key part of the team that strives for success. - 2+ years in a hospitality, concierge, membership, or guest relations role - Exceptional interpersonal and communication skills - Polished, professional demeanour with a genuine service mindset - Strong administrative skills and experience using CRM or database systems - Ability to stay calm and resourceful under pressure - High attention to detail and confidentiality - A passion for people and delivering memorable member experiences **Benefits...** By being part of our Soho House family, we will offer a huge number of Learning & Development opportunities as well as other benefits such as: - Competitive salary - All houses membership - Cookhouse & House Tonic - trips,training and workshops to celebrate our passion for food and drink. - Team Events: From fitness sessions to art classes, each month we hold a series of fun events. - An extensive range of externally and internally run courses to all employees - Family Meals during your shifts - Sport Classes - Staff Screenings