Senior Member Relations - Soho House West Hollywood

Scope of the Job

Job Purpose:    

Senior Member Relations Managers are responsible for the end to end successful experience of every member and guest who visits or stays in our House. Through the planning, outreach and welcome, to team engagement during each member visit. Senior Member Relations Managers play a crucial role overseeing the relationship between members, operations, membership and member events.. Their presence around the House will not only be that of the face of the house, but also provide a friendly, fun and professional approach for all members and guests.

Acts as the Maître D' for all PWK, HVM, and special occasion dining, serving as the dedicated point of contact from reservation to dining experience

Senior Member Relations Mangers are responsible for the MRM’s development and coaching and wider motivation to the team.

Key Responsibilities:

In House Experience:

• Have a strong member facing presence on the floor to support all departments, rotating themselves around the House on an hourly basis, taking time in each area to check on and speak to members in person.
• Oversee and ensure the successful implementation of Member Recognition, allowing in person, real time follow through with check in flags from Reception (table touches, introductions, etc.) through to Open Table and members seated in restaurants.
• On the floor, support F&B and Club Reception to touch tables, collect member feedback on service, food, atmosphere and satisfaction.
• Arrange and/or deliver sense of generosities (SOGs) for special occasions for dining guests.
• Attend pre-shifts and manager line up, update the teams on pertinent shift needs.
• Update members Open Table notes with anything pertaining to service preference.
• Where needed, take the initiative to provide service support to ensure a great member experience (refill waters, bus tables, run a dish)
• During peak hours and large events, support the Front Desk, and member check-in to ensure that members and guests can access the House as quickly and efficiently as possible.
• Where there is a screening room, oversee the member attendance, signing in members and ensuring the correct guests are attending.
• Assist with events check-in (large scale parties, screenings, ticketed events) and ensure our members always come first, minimize tensions or issues.
• Take the initiative to create memorable personal outreach moments for special occasions (birthday, wedding, births, promotions)
• Work with Head Membership Manager of the House to host/co host new Member Introductions, hosting one on one intros and helping support the initiative to have all members receive an intro.

Bedroom/Hotel Experience:

• Ensure there is a focus on member bedroom stays, review arrivals weekly and daily so they are checked for special treatment, requests, all PWK/FHM requests are met and welcome notes are written daily.
• Handle pre-check of all PWK/VIP/FHM 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 PWK/VIP/FHM 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 PWKs and FHM.
• 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 can follow up the next day.
• Work with the GM/AGM and Director 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/badwill 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

• 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.
• 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.
• Work with the GM, Director/Head of MR and head of Membership 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 Director 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 Director of MR / FOM in implementing any new system or SOP pertaining to members (new check-in system, connect, House pay, etc)

Additional Duties

• Leads, coaches, and develops the MR Manager(s) at the House, including scheduling, performance, and day-to-day oversight.
• Additional in-house support for large scale events and task force.
• In-house point of contact for PWKs, HVM and Soho 1.
• Acts as the primary escalation point for member requests, issues and PWK needs.
• Sets the standard and maintain the member experience including ownership of SOGs, new SOPs.
• Serves as the key connector between MR, Ops, Membership, and the GM, making sure communication is shared with appropriate departments.
• Attend in House HOD meetings to speak on Member Relations and areas of focuses.

Measures of Success:   

• Build a strong relationship with the General Manager, the Director of Member Relations, the Membership and Reception teams and the HOD’s to ensure a seamless member experience.
• Consistently high feedback and member recognition; High scores) Chili and mystery shops)
• 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.

Budget Responsibilities:              

• Work within the guidelines for goodwill set by the annual budget
• Support member retention and work to deliver retention budgets

Direct Reports: Member Relations Manager

Business Context

Reports to:        General Manager, dotted to Head of MR

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:   

• 1+ year as  Maitre -D or similar experience.
• A highly social, outgoing individual who values personal interactions
• Organised 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.