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 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 and other systems, ensuring the team uses them consistently.

Requirements / Qualifications

• 3+ years' experience in private members' clubs, luxury hospitality, concierge or premium customer experience environments, with at least 2 years in a people-management role.


• Experience leading a customer-facing team to consistently high service standards in a fast-paced, SLA-driven environment, while remaining hands-on in delivery.


• Exceptional interpersonal, relationship building and communication skills, both written and verbal.


• Naturally warm, intuitive, and discreet, with the ability to engage high-spending and high-profile members authentically.


• Tech-savvy, with experience of using CRM (ideally Salesforce), and loyalty programme platforms.


• Proficient in using hospitality management tools and software including Opera, Open Table and GEM.


• Excellent time management and problem-solving skills, with the ability to collaborate cross-functionally with other departments.


• Highly organised, detail-oriented, with proven ability of managing multiple tasks and priorities under pressure, while remaining calm and composed.


• Proactive and solution driven mindset with the ability to anticipate needs and act with discretion and urgency.


• Passionate about the Soho House ethos and creating unforgettable experiences for our members.


• Highly organised and detail-oriented, with the ability to manage competing priorities calmly under pressure.


• Flexibility to work shifts, including occasional evenings, weekends and out-of-hours where the role demands.

Benefits…

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 grow your career.

• Annual Every House Membership


• 50% off Food & Drink, 7 days a week


• Staff Room Rates


• Private Health and Dental Care


• Weekly Pay


• Life Assurance


• Up to 50% Staff Discount on Cowshed & Soho Home


• In Office Dog Policy on Fridays


• Season Ticket Loan


• Christmas Office Closure


• In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.


• Free Counselling Sessions


• Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.


• Continuous training to develop yourself personally and professionally


• Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more


• 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.