Luxury Front Office Lead: Member Experience & Growth

Soho House & Co.; Haaga; On-site; EUR 70,292 - 74,686; Full time

Benefits offered by this job

Health Care

401K

Paid Time Off

Career Development

Learning & Development

Team Events

Team Meal

Job summary

Soho House in the luxury hospitality sector seeks a Front Office Manager to lead the front desk, member services, and guest relations, ensuring warm welcomes and seamless arrivals and departures for members and guests.

You will collaborate with House Management, F&B, housekeeping, and maintenance to deliver service excellence, develop processes, manage staffing within budget, and coach a diverse team to uphold Soho House standards.

Qualifications

• 3–5 years of Front Office leadership in luxury hospitality.
• Experience leading and motivating hospitality teams in fast-paced operations.
• Knowledge of Opera or similar hotel PMS.
• Experience with reservation systems, CRM, guest management systems, and scheduling tools.
• Excellent verbal and written communication skills.
• Strong organizational, problem-solving, decision-making, and conflict-resolution abilities.
• Proficiency in Microsoft Office, Salesforce, Opera, and reporting tools.
• Flexible schedule including evenings, weekends, holidays, and events.

Responsibilities

• Lead, coach, and develop Front Office team to deliver exceptional service.
• Recruit, interview, onboard, train Front Office staff and support development.
• Create schedules and manage staffing within labor budgets.
• Conduct regular team meetings, performance discussions, coaching, and reviews.
• Foster a positive, inclusive, service-focused culture.
• Oversee Reception, Front Office, and Member Services operations.
• Ensure policies, procedures, and Soho House standards are followed.
• Ensure warm, welcoming, personalized experiences for members and guests.
• Monitor occupancy, arrivals, VIPs, and daily activity for smooth operations.
• Resolve guest and member concerns promptly and effectively.
• Support recognition initiatives and personalized service experiences.
• Communicate daily events and updates to stakeholders.
• Support budgeting, payroll, scheduling, and labor planning.

Skills

Front Office leadership

Communication skills

Problem-solving

Multitasking

Organizational skills

Education

Hospitality degree or equivalent

Tools

Opera PMS

CRM platforms

Scheduling software

Microsoft Office

Salesforce

Job description

Soho House in the luxury hospitality sector seeks a Front Office Manager to lead the front desk, member services, and guest relations, ensuring warm welcomes and seamless arrivals and departures for members and guests.

You will collaborate with House Management, F&B, housekeeping, and maintenance to deliver service excellence, develop processes, manage staffing within budget, and coach a diverse team to uphold Soho House standards.