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.

• 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 Whats App 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 calmly 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.

• 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.

• 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 Whats App 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 distribution and queue health in real time, jumping in to protect service standards during peak periods.
• Maintain operational rigour around record‑keeping of member preferences, requests and feedback in Salesforce…