Luxury Virtual Concierge for Elite Members

Soho House Group; United States; Remote; USD 40,000 - 60,000; Full time

Benefits offered by this job

Discounts at Soho House globally

Soho Friends Membership

Enhanced Pension Scheme

Private Health and Dental Care

Cycle to Work Scheme/Season Ticket

Charity days with Soho Impact

Cookhouse & House Tonic trainings

Team events

Job summary

Soho House is seeking a Virtual Concierge to join the Soho Support Team. You will build lasting relationships with our high-spending members and manage bookings, reservations, and special requests to SLAs with discretion and a proactive service mindset.

You’ll collaborate with Support and Operations to deliver seamless onboarding and personalised responses, drawing on OPERA expertise and CRM tools to ensure a superior member experience on a global scale.

Qualifications

• 1+ years’ experience within private members' clubs, luxury hospitality, concierge services, or membership-based environments.
• 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.

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.
• Manage all booking, reservation and special requests with accuracy and detail, focusing on bedroom reservations.
• Demonstrate strong knowledge of OPERA to manage bookings, room allocations, preferences, and billing.
• Anticipate member needs with tailored room and stay recommendations and cross/upsell where appropriate.
• Build genuine relationships and remember member preferences, including room types and stay history.
• Handle sensitive requests with discretion, professionalism, and sound judgement.
• Coordinate with internal departments and external partners globally to deliver seamless service.
• Resolve issues calmly to minimise complaint escalations and ensure members feel heard.
• Act as an ambassador for the Soho service and uphold its standards.
• Maintain accurate records of preferences, requests and feedback in OPERA and CRM.
• Help evolve processes to improve service efficiency and member satisfaction.

Skills

Interpersonal skills

Relationship building

Communication skills

Discretion

Time management

Customer experience

Problem solving

Passion for Soho House ethos

CRM proficiency

Tools

Salesforce

OPERA

CRM systems

Job description

Soho House is seeking a Virtual Concierge to join the Soho Support Team. You will build lasting relationships with our high-spending members and manage bookings, reservations, and special requests to SLAs with discretion and a proactive service mindset.

You’ll collaborate with Support and Operations to deliver seamless onboarding and personalised responses, drawing on OPERA expertise and CRM tools to ensure a superior member experience on a global scale.