Reception and Member Relations Manager - Ludlow House
Soho House & Co, New York, NY, United States
Overview
The Reception and Member Relations Manager is responsible for guiding the reception team and ensuring an end‑to‑end successful experience for every member and guest who visits or stays in our Houses. The role includes planning, outreach, welcome, and engagement during each attendance. The Manager oversees overall management of Club Reception (labour, scheduling, trainings), supervises the floor, manages employee‑guest relations, and maintains relationships between members, operations, membership, and member events to optimize visits and continued appreciation of Soho House membership.
Their presence around the House provides a friendly, fun, and professional approach for all members and ensures consistency from check‑in to departure.
Main Duties
Managing Club Reception
Hire, train, develop, counsel, evaluate, and discipline Club Reception staff, including performance reviews and supervision to maintain service standards.
Establish and maintain department operating procedures and manage day‑to‑day operations.
Organize, schedule, and conduct staff and department meetings for the reception team.
Responsible for reception schedule and payroll.
Process all member, guest, and staff disputes and claims in a timely manner and communicate next steps clearly.
Ensure all systems are up to date with accurate information and meet Soho House standards.
Member Relations and In‑House Experience
Maintain a strong member‑facing presence on the floor, rotating hourly to check on members personally.
Oversee successful implementation of Member Recognition, ensuring real‑time follow‑through from Reception (table touches, introductions) to Open Table and restaurant seating.
Support F&B and Club Reception by touching tables, collecting member feedback on service, food, atmosphere, and satisfaction.
Arrange or deliver sense of generosity (SOGs) for special occasions for dining guests.
Attend pre‑shifts, line‑up, and update teams on shift needs.
Update members’ Open Table notes with service preferences.
Provide service support (refill water, bus tables, run a dish) during peak hours and large events.
Oversee member attendance in screening rooms, ensuring correct guests attend.
Assist with event check‑in for large events, ensuring members come first and minimizing tensions.
Create memorable outreach moments for special occasions (weddings, births, promotions, new releases).
Collaborate with the Membership Manager to host/co‑host new member introductions.
Bedroom/Hotel Experience
Ensure a major focus on member bedroom experience and relationships, checking special arrivals and meeting PWH/FHM requests.
Handle pre‑check of all PWK/VIP/FHM rooms to ensure readiness.
Arrange amenities for hotel guests as requested, acting as the primary contact.
Meet PWK/VIP/FHM upon arrival or during their stay and manage amenities.
Maintain high‑quality reservation notes, checking, activating, and updating systems.
Member Management In The House
Build positive relationships with all members, serving as the point of contact for PWKs and FHM.
Make real‑time decisions on member and guest behavior, extended guest lists, and special requests.
Create clear behaviour notes following incidents for follow‑up by the Head of Membership.
Work with the GM/AGM and Head of MR on recovery of issues, developing opportunities to elevate the member experience.
Add information to snapshots and provide feedback on member experience and challenges.
Use Micros and the goodwill budget to compensate members when needed.
House Atmosphere and Environment
Maintain a positive vibe and energy, presenting a friendly and approachable demeanor.
Ensure music, lighting, scent, and team energy meet Soho House standards.
Provide a smooth handover to colleagues at day‑end.
Membership Development
Help create and promote events that fit the House’s demographic and identity plan.
Drive higher attendance for member events through promotion.
Attend and support member events with the MEM.
Collaborate on committee meetings and gather member feedback to tailor experiences.
Work with Head of MR on monthly focuses, using mystery‑shopper reports to host targeted training.
Implement any new systems or SOPs for members (check‑in, connect, House pay).
Required Skills / Qualifications
Minimum of 3+ years’ experience in a similar role.
Experience answering high‑volume phone lines and inquiries professionally and promptly.
OpenTable, Salesforce, and Opera experience is a plus.
Problem‑solving skills and conflict resolution ability.
Detail oriented, articulate, and capable of multi‑tasking in a high‑volume environment.
Strong communication skills and ability to follow written and verbal instructions.
Flexible schedule and willingness to work nights, weekends, and holidays as needed.
Physical Requirements
Ability to use hands to seize, grasp, turn, and hold objects.
Must be able to stand on feet for at least 8 hours.
Fast‑paced movements required to move around the club quickly.
Must be able to move, pull, carry, or lift at least 40 pounds.
Occasionally kneel, bend, crouch, and climb as required.
Why Work with Us
Health Care + 401K: Eligible for full benefits; medical, dental, vision, and retirement fund with 2% match.
Paid Time Off: Sick days + vacation days for full‑time employees.
Career Development: Domestic and international career progression opportunities.
Soho Impact: Empowering community through mentoring, apprenticeship, local outreach, and sustainability.
Learning & Development: Extensive internal and external courses available.
Cookhouse & House Tonic: Monthly calendars, training, and events for all employees.
Team Events: Fitness sessions, cinema screenings, art classes, and other monthly events.
Team Meal: Substantial free meal while on duty in Houses & Restaurants.
In accordance with New York law, the salary range for this role if filled within New York 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.
Pay Range $80,000—$85,000 USD
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Their presence around the House provides a friendly, fun, and professional approach for all members and ensures consistency from check‑in to departure.
Main Duties
Managing Club Reception
Hire, train, develop, counsel, evaluate, and discipline Club Reception staff, including performance reviews and supervision to maintain service standards.
Establish and maintain department operating procedures and manage day‑to‑day operations.
Organize, schedule, and conduct staff and department meetings for the reception team.
Responsible for reception schedule and payroll.
Process all member, guest, and staff disputes and claims in a timely manner and communicate next steps clearly.
Ensure all systems are up to date with accurate information and meet Soho House standards.
Member Relations and In‑House Experience
Maintain a strong member‑facing presence on the floor, rotating hourly to check on members personally.
Oversee successful implementation of Member Recognition, ensuring real‑time follow‑through from Reception (table touches, introductions) to Open Table and restaurant seating.
Support F&B and Club Reception by touching tables, collecting member feedback on service, food, atmosphere, and satisfaction.
Arrange or deliver sense of generosity (SOGs) for special occasions for dining guests.
Attend pre‑shifts, line‑up, and update teams on shift needs.
Update members’ Open Table notes with service preferences.
Provide service support (refill water, bus tables, run a dish) during peak hours and large events.
Oversee member attendance in screening rooms, ensuring correct guests attend.
Assist with event check‑in for large events, ensuring members come first and minimizing tensions.
Create memorable outreach moments for special occasions (weddings, births, promotions, new releases).
Collaborate with the Membership Manager to host/co‑host new member introductions.
Bedroom/Hotel Experience
Ensure a major focus on member bedroom experience and relationships, checking special arrivals and meeting PWH/FHM requests.
Handle pre‑check of all PWK/VIP/FHM rooms to ensure readiness.
Arrange amenities for hotel guests as requested, acting as the primary contact.
Meet PWK/VIP/FHM upon arrival or during their stay and manage amenities.
Maintain high‑quality reservation notes, checking, activating, and updating systems.
Member Management In The House
Build positive relationships with all members, serving as the point of contact for PWKs and FHM.
Make real‑time decisions on member and guest behavior, extended guest lists, and special requests.
Create clear behaviour notes following incidents for follow‑up by the Head of Membership.
Work with the GM/AGM and Head of MR on recovery of issues, developing opportunities to elevate the member experience.
Add information to snapshots and provide feedback on member experience and challenges.
Use Micros and the goodwill budget to compensate members when needed.
House Atmosphere and Environment
Maintain a positive vibe and energy, presenting a friendly and approachable demeanor.
Ensure music, lighting, scent, and team energy meet Soho House standards.
Provide a smooth handover to colleagues at day‑end.
Membership Development
Help create and promote events that fit the House’s demographic and identity plan.
Drive higher attendance for member events through promotion.
Attend and support member events with the MEM.
Collaborate on committee meetings and gather member feedback to tailor experiences.
Work with Head of MR on monthly focuses, using mystery‑shopper reports to host targeted training.
Implement any new systems or SOPs for members (check‑in, connect, House pay).
Required Skills / Qualifications
Minimum of 3+ years’ experience in a similar role.
Experience answering high‑volume phone lines and inquiries professionally and promptly.
OpenTable, Salesforce, and Opera experience is a plus.
Problem‑solving skills and conflict resolution ability.
Detail oriented, articulate, and capable of multi‑tasking in a high‑volume environment.
Strong communication skills and ability to follow written and verbal instructions.
Flexible schedule and willingness to work nights, weekends, and holidays as needed.
Physical Requirements
Ability to use hands to seize, grasp, turn, and hold objects.
Must be able to stand on feet for at least 8 hours.
Fast‑paced movements required to move around the club quickly.
Must be able to move, pull, carry, or lift at least 40 pounds.
Occasionally kneel, bend, crouch, and climb as required.
Why Work with Us
Health Care + 401K: Eligible for full benefits; medical, dental, vision, and retirement fund with 2% match.
Paid Time Off: Sick days + vacation days for full‑time employees.
Career Development: Domestic and international career progression opportunities.
Soho Impact: Empowering community through mentoring, apprenticeship, local outreach, and sustainability.
Learning & Development: Extensive internal and external courses available.
Cookhouse & House Tonic: Monthly calendars, training, and events for all employees.
Team Events: Fitness sessions, cinema screenings, art classes, and other monthly events.
Team Meal: Substantial free meal while on duty in Houses & Restaurants.
In accordance with New York law, the salary range for this role if filled within New York 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.
Pay Range $80,000—$85,000 USD
#J-18808-Ljbffr