This job is with Soho House, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Job Role...
The role of the Front Office Manager is to successfully run the operations of Front of House, which includes Hotel & Club Reception. Responsible for welcoming, directing or signing in all members to the property.
Main Duties...
Technical
- To ensure every member is welcomed by name (if local) and guest is welcomed with open arms and in a hospitable manner.
- To successfully and strategically plan and execute Front of House & Club Reception operations, including budgeting, scheduling, departmental training, and team development.
- To manage inventory levels and have a strong understanding of yield and revenue management.
- To plan and communicate internally with relevant departments to ensure the team is set up for success.
- To ensure the quality and consistency of Front of House operations.
- To understand member experience trends and translate feedback into tangible actions that deliver measurable improvement in satisfaction metrics.
- To handle any member complaints that requires escalation and resolution by management, where possible problem solve in real-time to ensure any member concerns are addressed and action items have been set.
- To answer high-volume phone lines and calls for restaurant, roof and cinema reservations, general inquiries, and deliveries, messages for members and from employees; among other inquiries.
- To ensure team is well-versed on standard Q&A regarding menus, hours of operation and amenity availability/pricing.
- To maintain a clean, sanitary and safe work environment, reception area, desk and coat check closet.
- To build relationships with members and obtain preferences
Leadership
- To promote a service driven culture that reflects company values, encouraging positive interactions, team collaboration and results driven performance.
- To engage and interact with hotel guests on a regular basis, be a highly visible leader across the business.
- To demonstrate a positive leadership style and creative thinking.
- To provide passion about constant improvement in guest experiences and delivering consistent, exceptional service.
Other
- Robust knowledge of fire and emergency procedures.
- Accurate understanding of General Data Protection Regulations.
Experience Required...
A successful Front Office Manager for Soho House will ideally have previous 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.
- Strong attention to details
- Excellent customer service
- Fluent in English & Japanese
- Organised and reliable
- Ability to handle feedback to achieve member satisfaction
- Ability to multitask and work in a fast-paced environment
- Ability to understand and follow written and verbal instructions
- Excellent interpersonal, communication and problem-solving skills.
Physical Requirements
- Must be able to seize, grasp, turn and hold objects by hand
- Able to work on your feet for at least 8 hours
- Occasionally kneel, bend, crouch and climb as required
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