Virtual Concierge

Soho House & Co.; 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

The Role…

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

Main duties…

• 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.

Benefits..

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
• Soho Friends Membership
• 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.