Senior Member Relations Manager

• Ensure there is a major focus on member bedroom experience / relationships daily, ensuring arrivals are checked for special arrivals, requests, VIP, house regulars, valued members requests are met, and welcome notes are written daily.
• Handle precheck of all VIP, house regular, and valued member 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, house regulars, valued members 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.

Member Management In The House

• 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 VIP, house regulars, valued 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.

House Atmosphere and Environment

• 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.

Membership Development

• 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)

Measures of Success:

• Collaboratively partner and build a strong relationship with their General Manager, the Head of Member Relations, the Membership and Reception teams and the HODS to ensure we have a seamless member experience.
• Consistently high feedback and member recognition.
• Maximised objectives of each individual House, whilst celebrating their members, whether Local or Every House and ensuring that each visit is a positive one.
• Increased House visits from all members but especially PWKs/FHMs.
• Increased revenue spend through in room upsells/amenities/experiences and table side opportunities

Budget Responsibilities: None

Direct Reports: None

Business Context

Reports to: General Manager, dotted to Head of MR and Chief MRO

Structure Specific to each House

Challenges / Priorities: Specific to each location/as specified in interviews and objectives/goals

Key Contacts/ Stakeholders:

Internal:

Club Director (if applicable)

Head of Membership/Membership Manager

GM

Head of Events

Position Profile

Experience Required:

• A highly social, outgoing individual who values personal interactions
• Organized 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.

Physical Requirements

• 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.

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.
• Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.

In accordance with New York law, the salary range for this role if filled within New York is listed below. The range for the position in other geographies may vary based on market differences. The actual compensation will be determined based on experience and other factors permitted by law.

Pay Range

$90,000—$100,000 USD