Global Luxury Concierge for High-Value Members

Soho House & Co.; Los Angeles (CA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Career development

Health care + 401K

Paid time off

Learning & development

Global benefits

Job summary

Soho House is seeking a passionate Concierge for Soho One in Los Angeles to deliver personalized service to elite members, manage bookings, and respond within SLAs.

You will collaborate with Support and Operations, use OPERA, and build long-term relationships with high-spending members while maintaining discretion and a proactive approach.

This full-time role offers global benefits and opportunities for growth within the Soho House network.

Qualifications

• 1+ years’ experience in private members' clubs, luxury hospitality, concierge services, or membership environments.
• Exceptional interpersonal, relationship building and communication skills.
• Naturally warm, discreet, and professional with high-profile members.
• Tech-savvy with experience using CRM systems (Salesforce) and loyalty platforms.
• Strong OPERA proficiency for reservations, inventory, and guest profiles.

Responsibilities

• Deliver highly personalised, welcoming experiences for Soho One members via private WhatsApp and other channels.
• Be the knowledge contact for Houses, facilities and events globally, including room categories and features.
• Manage bookings, reservations and special requests with accuracy and care, focusing on bedrooms.
• Anticipate member needs and upsell where appropriate while maintaining discretion.
• Coordinate with internal teams and partners to ensure seamless service across touchpoints.
• Build lasting relationships by remembering preferences and stay history.
• Record member feedback in OPERA and CRM systems to tailor future experiences.

Skills

Interpersonal skills

Relationship building

Communication skills

CRM experience

OPERA proficiency

Discretion

Proactive problem solving

Tools

OPERA

Salesforce CRM

Job description

We are seeking a passionate, service-driven individual to join our Soho Support Team as a Concierge for all Soho One 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 Soho One Concierge will be the first point of contact for all enquiries relating to Soho One. 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.

• Deliver a highly personalised, welcoming and intuitive experience for all Soho One 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 One 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 One 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 enhance your career.

• 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.
• Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match for full time/permanent employees.
• Paid Time Off: Full- Time Employees have sick days + vacation days for full time/permanent employees.
• 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.

In accordance with California law, the salary range for this role if filled within California 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.