At Soho House, the Front Desk Agent, assist with checking members in to the property and hotel guests into their room as well as streamline various inquiries, risks and other matters that arise. The Front Desk Agent is responsible for receiving payments and balancing cash at end of a shift. As a Front Desk Agent, you will be well-versed with the property layout, briefed on special offers (when applicable), restaurant/F&B options and other amenities but not limited to gym, spa and shared workspace.

A successful Front Desk Agent is hospitable by nature, pro-active, capable multi-tasker as well as level-headed, professional in demanding and fast paced environments.

Main Duties

• Primary point of initial contact for members, guests and staff and must ensure all visitors are welcomed with open arms and provided with top-notch service from the moment they enter a Soho House & Co property
• Expert in performing all concierge duties as required including, but not limited to; booking cars, tickets to shows, restaurant reservations, spa reservations, etc. 
• Answer incoming emails and inquires via various digital portals members and guests have access to as well as printing/scanning documents for members and guests joining us in rooms (hotel)
• Responsible for knowing any updates regarding hours of operation, reservation restrictions and matters that will result in change of workflow by communicating with all departments daily
• Handle all accounting related inquiries (i.e. sending folios, fielding disputes, billing, receipts, refund requests) as well as walkout retrievals and keep all lost credit cards in safe
• Comfortable discussing Soho House amenities, room types, room descriptions, rates and availability as well as suggesting room preferences that increase revenue stream and elevate guest experience
• Delegate support for members and guests to valet and luggage storage to the bell attendant and/or butler
• Team player with general phone etiquette and participate in Daily Shift briefings.

Required Skills/Qualifications

• At least 1 year of similar role or customer service / facing role
• Must be okay with multi-tasking, answering high-volume phone lines and answering inquiries professionally (face to face), timely and to the best of your abilities.
• Quick learner or have OpenTable, Salesforce, Google Sheets and/or Opera
• 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)