Guest Experience Specialist — Front Desk & Concierge

Soho House & Co.; Miami, Northern (FL, KY); Hybrid; USD 30,000 - 46,000; Full time

Benefits offered by this job

Health insurance

401K

Paid Time Off

Career Development

Soho Impact

Learning & Development

Cookhouse & House Tonic

Team Events

Team Meal

Job summary

Soho House & Co. is seeking a Front Desk Agent to warmly welcome members and hotel guests, handle check-ins, and assist with inquiries while coordinating with various departments.

The role includes handling payments and balancing cash at shift end, with a strong emphasis on hospitality and proactivity. A successful candidate will be a capable multi-tasker in a fast-paced environment, comfortable with OpenTable, Salesforce, and other guest-services tools.

Qualifications

• At least 1 year of similar or customer service experience.
• Ability to multi-task and manage high-volume interactions professionally.
• Familiarity with OpenTable, Salesforce, Google Sheets or Opera is a plus.
• Strong problem solving and conflict resolution skills.
• Detail oriented with clear written and verbal communication.
• Flexible schedule including nights, weekends and holidays.

Responsibilities

• Be the primary point of contact for members and guests, ensuring a welcoming experience from entry.
• Perform concierge duties: booking cars, tickets, restaurant and spa reservations as needed.
• Handle emails and inquiries via portals and prepare documents for guests and rooms.
• Stay informed about hours, reservations, and policy updates; communicate changes to teams.
• Assist with billing inquiries, folios, and receipts; secure lost cards.
• Discuss Soho House amenities, room types, and availability to maximize guest experience.
• Delegate tasks to valet/luggage staff as needed.
• Participate in daily shift briefings and maintain professional phone etiquette.

Skills

Customer service

Multi-tasking

Communication

Flexibility

Problem solving

Tools

OpenTable

Salesforce

Google Sheets

Opera

Job description

Soho House & Co. is seeking a Front Desk Agent to warmly welcome members and hotel guests, handle check-ins, and assist with inquiries while coordinating with various departments.

The role includes handling payments and balancing cash at shift end, with a strong emphasis on hospitality and proactivity. A successful candidate will be a capable multi-tasker in a fast-paced environment, comfortable with OpenTable, Salesforce, and other guest-services tools.