About the job
Join Our Team as Front Office Manager
At Soho House, the role of Front Office Manager is vital in delivering exceptional hospitality and creating a welcoming atmosphere for our members and guests. This role focuses on fostering professional relationships with both internal and external stakeholders while implementing efficient processes that enhance the overall guest experience. The Front Office Manager will oversee hotel room operations, the Front Office team, including Butlers, Receptionists, and Member Services, and assist in managing our Reservations/PBX Department and the Evening Membership Guest List.
The ideal candidate will possess significant experience in managing a bustling, customer-centric boutique hotel environment. A keen attention to detail and an unwavering passion for hospitality and the Soho House brand are essential for success in this role.
Main Responsibilities:
- Lead and inspire the team, refining operational processes to enhance guest experiences and encourage staff to deliver exceptional service.
- Set and monitor departmental goals related to payroll, expenses, staffing, and guest services; manage budgets and ensure accuracy in guest correspondence and claims.
- Oversee concierge operations, providing valuable information about local attractions and points of interest.
- Support daily operations by greeting hotel guests and members warmly upon arrival.
- Direct and motivate staff to maintain the service standards established by Soho House & Co, ensuring new hires receive thorough onboarding training.
- Participate in identifying talent gaps, conducting interviews, and hosting training sessions to develop staff skills while providing guidance and discipline when necessary.
- Communicate daily events, guest lists, VIPs, occupancy levels, and sales budgets effectively.
- Respond promptly and professionally to all guest and staff inquiries to resolve any issues.
- Collaborate with the controller and Purchasing Manager to ensure inventory management and ordering processes are efficient.
- Deliver outstanding customer service, tracking and reporting guest disputes and claims accurately.
