Virtual Concierge Soho Customer Support London, UK Support Office View Role

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

We are seeking a passionate, service-driven individual to join our Soho Support Team as a Virtual Concierge for Soho members. You will be responsible for building meaningful, long-term relationships with Soho House’s most engaged, high-spending and high-profile members, and facilitating all booking, reservation and special requests to agreed SLAs.

The Virtual Concierge will be the first point of contact for all enquiries relating to Soho Members. They will work closely with the Support and Operations teams to deliver an exceptional experience for every member — from seamless onboarding to personalised responses. This role demands discretion, professionalism, and agility in a fast-paced environment.

Key Responsibilities

• Deliver a highly personalised, welcoming and intuitive experience for all Soho members, via private WhatsApp and to agreed SLAs.
• Act as a knowledgeable point of contact for all Houses, facilities and events globally and bedroom offerings globally, including room categories, availability, and special features.
• Manage all booking, reservation and special requests with a high level of accuracy, care and attention to detail, with particular focus on bedroom reservations and guest stays.
• Demonstrate strong working knowledge of OPERA to manage bookings, room allocations, preferences, and billing accurately and efficiently.
• Anticipate member needs and preferences, offering thoughtful suggestions before they are requested, including tailored room and stay recommendations. Cross and upselling where appropriate.
• Build genuine relationships with members, recognising and remembering individual preferences, including room types, amenities, and stay history.
• Handle sensitive or difficult requests with discretion, professionalism, and sound judgement.
• Coordinate with internal departments and external partners globally to facilitate requests quickly and efficiently, ensuring all members receive a seamless service across all touchpoints.
• Resolve any issues calmly and efficiently, particularly those relating to bedroom stays or reservations, ensuring members feel heard and are looked after to minimise complaint escalations.
• Act as an ambassador for the Soho service, ensuring all interactions reflect the values and standards of the offering.
• Maintain accurate records of member preferences, requests, and feedback to deliver consistently tailored experiences, ensuring all bedroom and stay-related information is captured in OPERA and CRM systems.
• Help evolve internal processes to improve service efficiency, consistency, and member satisfaction by recording and offering member feedback to Soho leadership.

Requirements/ Qualifications:

• 1+ years' experience within private members' clubs, luxury hospitality, concierge services, or membership-based environments. Ideally in a concierge, guest relations, or customer experience role.
• Exceptional interpersonal, relationship building and communication skills, both written and verbal.
• Naturally warm, intuitive, and discreet, with the ability to engage high-spending and high-profile members authentically.
• Tech-savvy, with experience of using CRM (ideally Salesforce), and loyalty programme platforms.
• Strong proficiency in OPERA is paramount, with demonstrated experience managing bedroom reservations, inventory, and guest profiles.
• In-depth understanding of luxury hotel bedrooms and accommodation standards, with the ability to confidently advise and manage room categories.
• Excellent time management and problem-solving skills, with the ability to collaborate cross-functionally with other departments.
• Highly organised, detail-oriented, with proven ability of managing multiple tasks and priorities under pressure, while remaining calm and composed.
• Proactive and solution driven mindset with the ability to anticipate needs and act with discretion and urgency.
• Passionate about the Soho House ethos and creating unforgettable experiences for our members.

Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to grow your career.

• Discounts at Soho House globally, as well as Soho Home and Cowshed
• Enhanced Pension Scheme
• Private Health and Dental Care
• Cycle to Work Scheme/Season Ticket Loan
• In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
• Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
• Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.