The role...At Soho House, the
Front Office Manager embodies the highest standards of hospitality, professionalism, and member experience. This role is responsible for leading the Front Office operation, ensuring seamless arrival, departure, and in-house experiences for members and guests. The Front Office Manager develops and implements operational processes that drive efficiency, service excellence, and team engagement while fostering a welcoming and inclusive environment.
The Front Office Manager oversees the daily operation of Reception, Member Services, Guest Relations, and Hotel Operations, ensuring all service standards are consistently delivered. This role partners closely with Membership, House Management, Food & Beverage, Housekeeping, and Maintenance teams to create exceptional and memorable experiences for every member and guest.
A successful Front Office Manager thrives in a fast-paced hospitality environment, demonstrates strong leadership and problem-solving skills, and is passionate about delivering elevated service aligned with the Soho House brand.
Main Duties- Lead, coach, and develop Front Office team members to deliver exceptional service and hospitality.
- Recruit, interview, onboard, train, and support the development of Front Office team members.
- Create schedules and manage staffing levels to support business needs while maintaining labor budgets.
- Conduct regular team meetings, performance discussions, coaching conversations, and performance reviews.
- Address performance concerns through coaching and corrective action when necessary.
- Foster a positive, inclusive, and service-focused team culture.
- Oversee the daily operation of Reception, Front Office, and Member Services teams.
- Ensure all Front Office policies, procedures, and Soho House service standards are consistently followed.
- Ensure members, guests, and hotel residents receive a warm, welcoming, and personalized experience.
- Monitor room occupancy, arrivals, departures, VIP guests, and daily business activity to ensure smooth operations.
- Resolve guest and member concerns promptly, professionally, and effectively.
- Support member recognition initiatives and personalized service experiences.
- Respond to guest and member inquiries, requests, and feedback in a timely manner.
- Maintain effective communication with Housekeeping, Membership, Food & Beverage, Maintenance, and other departments to ensure seamless operations.
- Communicate daily events, occupancy levels, VIP arrivals, and operational updates to relevant stakeholders.
- Support departmental budgeting, payroll management, scheduling, and labor planning.
- Monitor departmental expenses and staffing levels to ensure operational efficiency and budget compliance.
- Review operational reports, guest feedback, and service metrics to identify opportunities for improvement.
- Maintain accurate records and ensure compliance with company policies, procedures, and audit requirements.
- Uphold Soho House service standards and lead by example.
- Monitor guest satisfaction, member feedback, online reviews, and service performance metrics.
- Support service recovery efforts and ensure guest concerns are resolved effectively.
- Identify and implement opportunities to improve operational efficiency and the member and guest experience.
- Ensure completion of onboarding, training, and required compliance programs.
- Conduct regular 30/60/90-day check-ins, coffee chats, and ongoing development conversations with team members.
- Recognize achievements and support career development opportunities.
- Promote employee engagement, retention, and internal growth within the department.
- Other duties as assigned by the supervisor.
Required Skills & Qualifications- Minimum 3-5 years of Front Office leadership experience within a luxury hotel, lifestyle hotel, boutique property, private members club, or hospitality environment.
- Proven experience leading, developing, and motivating hospitality teams in a fast-paced operation.
- Strong knowledge of hotel property management systems, including Opera or similar platforms.
- Experience utilizing reservation systems, CRM platforms, guest management systems, and scheduling software.
- Strong understanding of luxury hospitality service standards and guest recovery principles.
- Excellent verbal and written communication skills.
- Strong organizational, problem-solving, decision-making, and conflict-resolution abilities.
- Ability to multitask, prioritize effectively, and remain calm under pressure.
- Proficiency in Microsoft Office Suite, Salesforce, Opera, and reporting tools.
- Flexible schedule, including evenings, weekends, holidays, and special events as business needs require.
- Hospitality degree or equivalent experience preferred.
- Bilingual language skills are a plus.
Physical Requirements- Must be able to seize, grasp, turn, and hold objects with hands.
- Must be able to stand and walk for extended periods throughout a shift.
- Must be able to move throughout all areas of the property frequently and efficiently.
- Must be able to occasionally bend, kneel, crouch, reach, and climb.
- Must be able to push, pull, carry, and lift up to 30 pounds.
- Must be able to perform repetitive motions and physical activities associated with hotel and front office operations.
- Must be able to work in a fast-paced environment while maintaining attention to detail and service standards.
In accordance with New York law, the salary range for this role if filled within New York is listed below. The range for the position in other geographies may vary based on market differences. The actual compensation will be determined based on experience and other factors permitted by law.
Pay Range
$80,000-$85,000 USD
