Overnight Guest Experience Lead

Sohohousecaterer; Greater London; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Weekly pay

Team meal on shift

Staff membership

50% off food & drink

Staff room rate

Private health and dental care

Life assurance

Birthday off

Staff discounts

Charity days (2 paid)

Counselling sessions

Training and events

Job summary

Soho House Night Manager role oversees overnight front office operations, ensuring safety and exceptional member experiences. You will act as a brand ambassador, lead a team through the night shift, and address guest inquiries with professionalism.

The position requires at least 2 years in a similar role, strong hospitality mindset, and the ability to work 11pm–7am in a fast-paced environment. Training and development are emphasized across shifts.

Qualifications

• Minimum of 2+ years’ experience in similar capacity.
• Thrive in fast-paced, high-volume environments and maintain calm under pressure.
• Hospitable, approachable, passionate about customer service and respectful towards colleagues and guests.
• Ability to demonstrate competency as outlined in the training schedule and Club School.
• Flexible 4 day pattern from 11pm - 7am.

Responsibilities

• Being an ambassador for the Hotel and role model representing the Soho House ethos at all times by ensuring it is executed and maintained.
• Anticipate guest needs to enhance quality service and improve satisfaction.
• Maintain a motivated and high-performing team to deliver service excellence to all guests and members.
• Ensure guest experience is priority following the Soho House ethos — high mystery guest scores and strong member feedback.
• Proactively manage complaints and resolve situations efficiently and effectively.
• Oversee daily deadlines such as reports, SHOP submission and financial declarations.
• Onboard and develop new night staff within 2 weeks and support ongoing staff development.
• Manage team to meet objectives and retain staff in line with targets.

Skills

Customer service

Team leadership

Problem solving

Hospitality

Opera/Micros/Adaco familiarity

Tools

Opera

Micros

Adaco

Job description

Soho House Night Manager role oversees overnight front office operations, ensuring safety and exceptional member experiences. You will act as a brand ambassador, lead a team through the night shift, and address guest inquiries with professionalism.

The position requires at least 2 years in a similar role, strong hospitality mindset, and the ability to work 11pm–7am in a fast-paced environment. Training and development are emphasized across shifts.