Club Reception - Ludlow House

Soho House; Massachusetts; On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Health care + 401K

Paid time off

Career development

Job summary

Soho House is seeking a Club Receptionist/Host to be a primary touchpoint for members, guests, and staff. You will greet guests, answer calls, and create reservations for the Club and F&B operations, while upholding Soho House service standards and a warm, professional presence.

You will master our phone system, support the reception team, and help ensure all covers are accounted for. This role may involve training colleagues and maintaining a guest-centric environment across shifts.

Qualifications

• Strong communication and interpersonal skills required.
• Experience handling high-volume phone lines and guest inquiries.
• OpenTable experience is required; Salesforce/Opera a plus.
• Ability to multitask in a fast-paced environment and resolve conflicts.
• Flexible schedule including nights, weekends and holidays as needed.

Responsibilities

• Greet guests and members by name where possible; manage reservations for clubs, F&B and events.
• Answer high-volume calls and provide accurate information on menus, hours, amenities and pricing; route inquiries for reservations and deliveries.
• Maintain professional service standards; assist F&B managers and floor staff as needed.
• Support, train and mentor reception team on Soho House processes and service levels.
• Build relationships with members/guests and relay feedback to management.

Skills

Communication skills

Phone handling

Multitasking

Flexible schedule

Customer service

Tools

OpenTable

Salesforce

Opera

Job description

Scope of the Job

At Soho House, a Club Receptionist/Host is one of the first point of contacts for members guests and staff before being seated for their dining experience. As a Host, you are responsible for greeting guests, answering all incoming calls, and creating reservations for the Club or F&B Operation(s)/Restaurant(s). The Host, has acute organizational and people skills which often in infectious and promotes positive experience from the moment anyone arrives up until their departure. Responsibilities also entail excellent service to all guests, members and staff via friendliness, professional, and organizational efficiency.

A successful Host, you may be responsible for training other reception team members on process and service standards set at Soho House. As an experienced Host you are required to be able to master our phone system, have a warm and friendly disposition, ensure all anticipated covers are accounted for during service and tables are ready for the reservation’s arrival.

Key Responsibilities

• Ensure every member and guest is welcomed by name (if local/applicable) and new guests are welcomed with open arms and in a hospitable manner
• Answer high-volume phone lines and confidently answer standard Q&A regarding menus, hours of operation and amenity availability/pricing and calls for restaurant, roof and cinema reservations, general inquiries, and deliveries, messages for members and from employees; among other inquiries in full and with complete detail
• Create reservations for club/restaurants and assist F&B Managers on the floor with service standards and service execution
• Punctuating all calls and interactions with friendliness, accuracy, and discretion
• Work with the reception team to ensure excellent service for members and open dialogue is had to manage expectations properly
• Build relationships with members and guests and communicate and red flags and positive feedback to management to assess
• Influence a fun and positive atmosphere by being approachable and professional
• Performs other duties as assigned by supervisor/manager

Main Duties

• Ensure every member is welcomed by name (if local) and guest is welcomed with open arms and in a hospitable manner
• Answer high-volume phone lines and calls for restaurant, roof and cinema reservations, general inquiries, and deliveries, messages for members and from employees; among other inquiries
• Well-versed on standard Q&A regarding menus, hours of operation and amenity availability/pricing
• Maintain a clean, sanitary and safe work environment, reception area, desk and coat check closet
• Perform Guest List duties on the floor level, club and/or Rooftop (if applicable)
• Support, redirect and problem solve in real-time to ensure any guest related concerns are addressed and action items have been set
• Assist guests by checking/ retrieving their coats and/or items they left with the bell person
• Build relationships with members and guests and communicate and red flags and positive feedback to management to assess
• Influence a fun and positive atmosphere by being approachable and professional

Required Skills/Qualifications

• Minimum of 3+ years’ experience in a similar role.
• Must have experience answering high-volume phone lines and answering inquiries professionally, timely and to the best of your abilities.
• OpenTable experience
• Salesforce and Opera experience is a plus
• Problem solving skills and bring conflict resolution to any anticipated or current matter
• Detail oriented, articulate and ability to multi-task in a high-volume and demanding work environment
• Strong communication skills and ability to understand and follow written and verbal instructions
• Flexible schedule and ability to work nights, weekends and holiday’s (as needed)

Physical Requirements

• Must be able to seize, grasp, turn and hold objects with hands.
• Must be able to work on your feet for at least 8 hours.
• Fast paced movements are required to go from one part of the club to others.
• Must be able to move, pull, carry or lift at least 40 pounds.
• Occasionally kneel, bend, crouch and climb as required.
• Work indoors and outdoors

Why work with us...

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 enhance your career.

• Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match
• Paid Time Off: Full- Time Employees have sick day's + vacation days
• Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically
• Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability
• Learning & Development: An extensive range of internally and externally run courses are available for all employees.
• Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.
• 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.
• Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.

In accordance with New York law, the salary range for this role if filled within New York is listed below. The range for the position in other geographies may vary based on market differences. The actual compensation will be determined based on experience and other factors permitted by law.Pay Range$23—$23 USD