The role...At Soho House a
Reception Manager in an influential leader that finds passion in customer service and hospitality. Showcases leadership skills to guide the Reception team and provide members, guests and staff with outstanding customer service. The Reception Manager oversees the overall management of Club Reception, labor as well as supervising the floor, employees and employees-guests' relations.
A successful Reception Manager thrives in fast-paced environments and addressing sensitive member inquiries. Proven leader with excellent people skills and the ability to remain cool under pressure while still delivering outstanding service that lives up to the Soho House ethos!
Main Duties- Influential Leader, trainer and approachable mentor for process and ensure communication strategies / messaging are followed and consistency is maintained
- Provide constructive feedback, coaching and training to managerial and non-managerial staff on guest relations and take an active role with the Management Team for the assessment, delivery and follow-up on training needs for staff.
- Hire, train, develop, counsel, evaluate, and discipline staff, including performance reviews as well as supervise, direct, coordinate, inspire and persuade staff in order to maintain service standards for Soho House & Co
- Implement and carry out effective and efficient operating standards while also being flexible to change and fostering positive implementation and ability to move from one task to another without loss of composure
- Organize, schedule and conduct staff meetings and agendas monthly
- Responsible for staff schedule, payroll and understanding of upcoming business volumes to ensure proper coverage is maintained at the Reception Desk to support operating needs
- Process all members, guests as well as staff disputes and claims in a timely manner and communicate quickly to ensure everyone understands next steps and how to proceed
- Work with Reception Manager to establish and maintain department operating procedures
- Manage day-to-day Club Reception operation and respond in courteous, professional, and rapid manner in order to resolve all difficulties
- Ensure all systems are kept up to the date with accurate information and the Soho House standards are met from local and regional compliance as well as health and safety
Required Skills/Qualifications:- Minimum of 6+ years of equivalent work experience (3+ years Managing/Supervisory capacity)
- Influencer and experienced leader in training and developing a fun, elevated and approachable environment within Reception Team
- Must have OpenTable, Salesforce and Opera experience is not a must but would be nice
- Must have experience answering high-volume phone lines and answering inquiries professionally, timely and to the best of your abilities.
- Problem solving skills and bring conflict resolution to any anticipated or current matter
- Detail oriented, articulate and ability to multi-task in a high-volume and demanding work environment
- Strong communication skills and ability to understand and follow written and verbal instructions
- Flexible schedule and ability to work nights, weekends and holiday's (as needed)
Physical Requirements- Must be able to seize, grasp, turn and hold objects with hands.
- Must be able to work on your feet for at least 8 hours.
- Fast paced movements are required to go from one part of the club to others.
- Must be able to move, pull, carry, or lift at least 20 pounds.
- Occasionally kneel, bend, crouch and climb as required.
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
