Concierge Manager

Concierge Manager The Role.. Lead a team of up to 12 Concierge Responders delivering a highly personalised, intuitive, desk-based concierge service to a cohort of premium members globally. This is a working manager role: alongside leading the team, you will also work on the front line, building meaningful, long term relationships with Soho House’s most engaged, high-spending and high-profile members. In this capacity you will work across multiple functions to ensure every member experiences a seamless, joined-up service. Key Responsibilities Hands-on Concierge Delivery Take regular shifts handling member bookings, reservations and special requests to the same standard expected of the team. Deliver a highly personalised, welcoming and intuitive experience for all relevant members, via private WhatsApp and to agreed SLAs. Act as a knowledgeable point of contact for all Houses, facilities and events globally. Manage all booking, reservation and special requests with a high level of accuracy, care and attention to detail. Anticipate member needs and preferences, offering thoughtful suggestions before they are requested. Cross and upselling where appropriate. Build genuine relationships with members, recognising and remembering individual preferences. Handle sensitive or difficult requests with discretion, professionalism, and sound judgement. Coordinate with internal departments and external partners globally to facilitate requests quickly and efficiently, ensuring all members receive a seamless service across all touchpoints. Resolve any issues calmy and efficiently, ensuring members feel heard and are looked after to minimise complaint escalations. Act as an ambassador for the Soho One service, ensuring all interactions reflect the values and standards of the offering. Maintain accurate records of member preferences, requests, and feedback to deliver consistently tailored experiences. Help evolve internal processes to improve service efficiency, consistency, and member satisfaction by recording and offering member feedback to department leadership. Stay close to the day-to-day reality of the service so coaching, process changes and feedback to leadership are grounded in first-hand experience. Team Leadership & Development Lead, motivate and develop a team scaling up to 12 Concierge Responders, fostering a culture of professionalism in a peraonal context. Act as the senior escalation point for complex requests or complaints, resolving them with discretion, professionalism and sound judgement. Manage rotas, shift coverage and capacity planning to ensure SLAs are met across time zones, 7 days a week. Run regular 1:1s, performance reviews and ongoing coaching, with clear development plans for each team member. Recruit, onboard and train new responders, ensuring they reach a high standard of product knowledge, tone and judgement before going live with members. Identify skill gaps and design training interventions covering tone, systems, product knowledge, and difficult conversations. Service Quality & Member Experience Own and report on team KPIs and SLAs (response times, resolution times, member satisfaction, complaint rates) Own the quality and consistency of every member interaction, conducting regular quality reviews of WhatsApp conversations and providing constructive feedback. Strive to meet a team standard of resolving all member requests within 24 hours, across the team, monitor ticket volume in real time to ensure standards are maintained Take a highly systematic approach to data management, systems, record keeping and quality across the team Champion a proactive, anticipatory service culture, guiding the team to make thoughtful, personalised recommendations. Develop relationships across all Houses to support the day-to-day personalisation of the experience of members who visit. Work closely with Account Managers to ensure a seamless handover between relationship management and day-to-day service delivery. Monitor workload…