Soho House & Co

General

• Enthusiastic first point of contact for Soho House member queries via telephone and email.
• Responding to these queries in a timely manner and adhering to the departments SLA’s.
• Offering a pro-active service to our diverse membership through telephone and email.
• Use Salesforce database to create, look up and update records for members and bookings.
• Set up new member and renewal payments via credit card, Direct Debit, ACH, and bank transfer.
• Team responsible for general administration of our houses globally.
• Responsibility for amending, pausing, transferring and upgrading memberships.

Support Coordinator – Membership

• Act as a warm, professional, and knowledgeable first point of contact for Soho House members, delivering exceptional service via telephone and email.
• Respond to all member queries in a timely and efficient manner, consistently meeting or exceeding departmental SLAs and personal performance KPIs.
• Deliver a proactive, solutions-focused service to a diverse global membership, anticipating needs and enhancing the overall member experience.
• Manage a variety of requests including membership administration, club and restaurant enquiries, and general support across our Houses in New York and Los Angeles.
• Take ownership of member queries from initial contact through to resolution, ensuring a seamless and personalised experience.
• Collaborate effectively with internal teams and support departments to resolve issues and continuously improve service delivery.
• Identify opportunities to improve processes and member experience through initiative and feedback.

Support Coordinator – Member Services

• To effectively handle all incoming calls and email enquiries for room reservations for Soho House properties in the Americas, converting enquiries to bookings and in line with mystery shop guidelines.
• Accurate data entry, ensuring that all guest records are correctly inputted at all times, without exception.
• To be commercially aware and able to offer recommendations on services. Keeping up to date with all promotions and special offers across the business.
• To ensure that Soho House reputation is second to none within the industry in terms of customer experience by continually exceeding guest expectation and providing service excellence.
• To undergo any training needed to achieve the above responsibilities
• To work to agreed KPIs and adhere to company policies and procedures, whilst delivery service excellence in line with the Soho House ethos.

Support Coordinator – Membership

Support Coordinator – Member Services

Support Coordinator – Bedrooms