Member Relations

Job Description:

The vibe …  
At Soho House culture is everything and we believe that our Houses are only as good as the people who work within them. Whether it's a private members' club, hotel, restaurant, spa or gym each of our sites has its own style and atmosphere. We aim to make sure that all our guests and members have a great time and we firmly believe it's our people who make that happen.  
Main duties… 
* Serve as the primary contact for members, addressing enquiries, resolving concerns, and delivering personalised support. 
* Maintain a strong presence in key areas of the club to engage with members and enhance their overall experience. 
* Support onboarding of new members, including welcome communications, tours, and orientation. 
* Maintain accurate member records in the CRM system, ensuring timely updates on preferences, interactions, and feedback. 
* Assist with the coordination of member events, reservations, private bookings, and special requests. 
* Work closely with front-of-house, events, and operations teams to ensure seamless service delivery. 
* Actively gather and log feedback from members, escalating suggestions or issues to relevant departments. 
* Champion the club's values, brand tone, and member-first approach in every interaction. 
* Monitor and support member engagement initiatives, including retention programs, loyalty communications, and satisfaction tracking. 
What we are looking for... 
A successful Member Relations for Soho House will ideally have up to 2 years' 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. 
* 2+ years in a hospitality, concierge, membership, or guest relations role 
* Exceptional interpersonal and communication skills 
* Polished, professional demeanour with a genuine service mindset 
* Strong administrative skills and experience using CRM or database systems 
* Ability to stay calm and resourceful under pressure 
* High attention to detail and confidentiality 
* A passion for people and delivering memorable member experiences 
Benefits...  
By being part of our Soho House family, we will offer a huge number of Learning & Development opportunities as well as other benefits such as:  
* Competitive salary 
* All houses membership 
* Cookhouse & House Tonic - trips,training and workshops to celebrate our passion for food and drink.  
* Team Events: From fitness sessions to art classes, each month we hold a series of fun events. 
* An extensive range of externally and internally run courses to all employees 
* Family Meals during your shifts 
* Sport Classes 
* Staff Screenings