Premium Member Concierge - Luxury Reservations Lead

Soho House Group; Greater London; Hybrid; GBP 25,000 - 33,000; Full time

Benefits offered by this job

Discounts at Soho House

Enhanced Pension Scheme

Private Health and Dental Care

Cycle to Work Scheme

Charity volunteering days

Training and development

Team events

Job summary

Soho House Group is seeking a Virtual Concierge to deliver highly personalised, discreet service to our Soho members. You will manage bookings, reservations and special requests with accuracy, drawing on OPERA and CRM systems while building long-term relationships with our high-spending members.

You will work closely with Support and Operations, ensuring onboarding is seamless and responses are tailored to each member's preferences, history, and needs across global properties.

Qualifications

• 1+ years in private members' clubs or luxury hospitality.
• Exceptional interpersonal and communication skills.
• Proficient with CRM systems, preferably Salesforce.
• Strong knowledge of OPERA for bookings and guest profiles.

Responsibilities

• Deliver personalised concierge experiences for Soho members via private channels.
• Act as main contact for Houses, facilities, and events globally.
• Manage all bookings, reservations, and special requests to SLAs.
• Utilise OPERA to handle bookings, room allocations and billing.
• Anticipate member needs with tailored recommendations.
• Build relationships by remembering preferences and stays.
• Coordinate with internal teams and partners to ensure seamless service.
• Handle issues discreetly to minimise escalations.
• Record preferences and feedback in OPERA and CRM systems.
• Contribute to improving internal processes for efficiency.

Skills

Customer service

Interpersonal skills

CRM experience

OPERA knowledge

Salesforce familiarity

Time management

Discretion

Problem solving

Cross-functional teamwork

Hospitality experience

Tools

OPERA

Salesforce

Job description

Soho House Group is seeking a Virtual Concierge to deliver highly personalised, discreet service to our Soho members. You will manage bookings, reservations and special requests with accuracy, drawing on OPERA and CRM systems while building long-term relationships with our high-spending members.

You will work closely with Support and Operations, ensuring onboarding is seamless and responses are tailored to each member's preferences, history, and needs across global properties.