Front Office Manager - Soho House Tokyo

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