Senior Member Relations - Soho House West Hollywood
Soho House & Co, West Hollywood, CA, United States
Job Purpose
Senior Member Relations Managers are responsible for the end-to-end successful experience of every member and guest who visits or stays in our House. They plan outreach, welcome, and team engagement during each member visit, and play a crucial role overseeing the relationship between members, operations, membership, and member events. Their presence around the House serves as the face of the house, providing a friendly, fun, and professional approach for all members and guests.
Scope of the Job Acts as the Maître D' for all PWK, HVM, and special occasion dining, serving as the dedicated point of contact from reservation to dining experience. Senior Member Relations Managers are responsible for MRM development and coaching, and for motivating the team.
Key Responsibilities In House Experience
Have a strong member-facing presence on the floor to support all departments, rotating hourly around the House and checking in on members in person.
Oversee and ensure successful implementation of Member Recognition, including real-time follow-through with check-in flags from Reception, table touches, introductions, and coordination with Open Table.
Support F&B and Club Reception by touching tables, collecting member feedback on service, food, atmosphere, and satisfaction.
Arrange and/or deliver sense of generosities (SOGs) for special occasions for dining guests.
Attend pre-shifts and manager line-up, updating the teams on pertinent shift needs.
Update members' Open Table notes with any service preferences.
Take initiative to provide service support to enhance member experience (refill waters, bus tables, run a dish).
During peak hours and large events, support Front Desk and member check-in to ensure members and guests can access the House quickly and efficiently.
Where there is a screening room, oversee member attendance, sign in members, and ensure correct guests are attending.
Assist with event check-in (large scale parties, screenings, ticketed events) and ensure members always come first.
Create memorable personal outreach moments for special occasions (birthday, wedding, birth, promotion).
Work with Head Membership Manager to host/co-host new Member Introductions, hosting one-on-one intros and ensuring all members receive an intro.
Bedroom/Hotel Experience
Focus on member bedroom stays; review arrivals weekly and daily to verify special treatment, requests, and ensure all PWK/FHM requests are met with welcome notes written daily.
Pre-check all PWK/VIP/FHM rooms to ensure readiness for arrival.
Arrange amenities for hotel guests as requested, acting as the key point person.
Meet all PWK/VIP/FHM upon arrival or during their stay, arranging amenities and serving as primary contact.
Maintain high-quality reservation notes, checking and activating, and updating systems.
Member Management In The House
Positively grow relationships with all members so they know you and your role; lead as the point of contact for all PWKs and FHM.
Oversee real-time decisions in handling and managing members and guests in the House, including behavioral issues, extended guest lists, one-offs, and special requests.
Create and maintain clear behavior notes after an incident for follow-up by the Head of Membership.
Work with GM/AGM and Director of MR on recovery of any issues, develop solutions to elevate member experience, and ensure timely follow-through.
Add information to the snapshot and provide relevant feedback on member experiences and challenges.
Use Micros and manage goodwill/badwill budget to compensate members when needed to support recovery.
House Atmosphere and Environment
Maintain a positive vibe and energy, consistently being friendly, approachable, presentable, and fun.
Ensure music, lighting, scent, and team energy match Soho House standards.
Ensure a smooth handover to colleagues at day’s end, whether other member relations staff or membership.
Membership Development
Promote member events to drive attendance and increased bookings.
Work with MEM to increase attendance to events, attend and support them.
Create events that fit the House's demographic and Identity Plan, ensuring inclusiveness and variety.
Provide member feedback during committee meetings to tailor experiences to city happenings.
Lead training on new systems or SOPs related to members.
Additional Duties
Lead, coach, and develop the MR Manager(s) at the House, including scheduling, performance, and day-to-day oversight.
Provide in-house support for large-scale events and task forces.
Serve as in-house point of contact for PWKs, HVM, and Soho 1.
Act as primary escalation point for member requests, issues, and PWK needs.
Set and maintain member experience standards, owning SOGs and new SOPs.
Serve as key connector between MR, Ops, Membership, and GM, ensuring communication across departments.
Attend in-house HOD meetings to speak on Member Relations and focus areas.
Measures Of Success
Build strong relationships with GM, Director of MR, Membership, Reception teams, and HODs to ensure seamless experience.
Consistently high feedback and member recognition scores.
Maximise objectives of each individual House while celebrating members.
Increase House visits from all members, especially PWKs/FHMs.
Budget Responsibilities
Work within goodwill guidelines set by the annual budget.
Support member retention and deliver retention budgets.
Direct Reports:
Member Relations Manager
Business Context Reports to: General Manager, dotted to Head of MR. Structure specific to each House.
Challenges / Priorities Specific to each location/as specified in interviews and objectives/goals.
Key Contacts / Stakeholders
Club Director (if applicable)
Head of Membership / Membership Manager
GM
Head of Events
Experience Required
1+ year as Maître D' or similar experience.
A highly social, outgoing individual who values personal interactions.
Organised and efficient, capable of managing many moving parts at once.
Strong communication skills and ability to work across teams.
Someone who takes initiative and feels passionately about Soho House and its members.
Physical Requirements
Must be able to seize, grasp, turn, and hold objects with hands.
Must be able to make periodical fast-paced movements across the property.
Must be able to move, pull, push, carry, or lift at least 30 pounds.
Must be able to occasionally kneel, bend, crouch, and climb as required.
Must be able to perform physical activities such as lifting, cleaning, and stooping.
Must be able to stand, walk, lift, and bend for long periods.
Benefits
Health Care + 401K: Full-time employees eligible for full benefits; Medical, Dental & Vision plus a retirement fund with 2% match.
Paid Time Off: Full-time employees receive sick days and vacation days.
Career Development: Opportunities for domestic or international advancement, managerial or technical.
Soho Impact: Empowering the community to make positive change through mentorship, apprenticeship, local outreach, and sustainability.
Learning & Development: Extensive range of internally and externally run courses.
Cookhouse & House Tonic: Participation in monthly calendars, training, and events available to all.
Team Events: Fun events such as fitness sessions, cinema screenings, and art classes each month.
Team Meal: When on duty in Houses & Restaurants, a substantial free meal is provided.
Pay Range (California) $90,000—$100,000 USD (actual compensation determined by experience and other factors permitted by law).
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Scope of the Job Acts as the Maître D' for all PWK, HVM, and special occasion dining, serving as the dedicated point of contact from reservation to dining experience. Senior Member Relations Managers are responsible for MRM development and coaching, and for motivating the team.
Key Responsibilities In House Experience
Have a strong member-facing presence on the floor to support all departments, rotating hourly around the House and checking in on members in person.
Oversee and ensure successful implementation of Member Recognition, including real-time follow-through with check-in flags from Reception, table touches, introductions, and coordination with Open Table.
Support F&B and Club Reception by touching tables, collecting member feedback on service, food, atmosphere, and satisfaction.
Arrange and/or deliver sense of generosities (SOGs) for special occasions for dining guests.
Attend pre-shifts and manager line-up, updating the teams on pertinent shift needs.
Update members' Open Table notes with any service preferences.
Take initiative to provide service support to enhance member experience (refill waters, bus tables, run a dish).
During peak hours and large events, support Front Desk and member check-in to ensure members and guests can access the House quickly and efficiently.
Where there is a screening room, oversee member attendance, sign in members, and ensure correct guests are attending.
Assist with event check-in (large scale parties, screenings, ticketed events) and ensure members always come first.
Create memorable personal outreach moments for special occasions (birthday, wedding, birth, promotion).
Work with Head Membership Manager to host/co-host new Member Introductions, hosting one-on-one intros and ensuring all members receive an intro.
Bedroom/Hotel Experience
Focus on member bedroom stays; review arrivals weekly and daily to verify special treatment, requests, and ensure all PWK/FHM requests are met with welcome notes written daily.
Pre-check all PWK/VIP/FHM rooms to ensure readiness for arrival.
Arrange amenities for hotel guests as requested, acting as the key point person.
Meet all PWK/VIP/FHM upon arrival or during their stay, arranging amenities and serving as primary contact.
Maintain high-quality reservation notes, checking and activating, and updating systems.
Member Management In The House
Positively grow relationships with all members so they know you and your role; lead as the point of contact for all PWKs and FHM.
Oversee real-time decisions in handling and managing members and guests in the House, including behavioral issues, extended guest lists, one-offs, and special requests.
Create and maintain clear behavior notes after an incident for follow-up by the Head of Membership.
Work with GM/AGM and Director of MR on recovery of any issues, develop solutions to elevate member experience, and ensure timely follow-through.
Add information to the snapshot and provide relevant feedback on member experiences and challenges.
Use Micros and manage goodwill/badwill budget to compensate members when needed to support recovery.
House Atmosphere and Environment
Maintain a positive vibe and energy, consistently being friendly, approachable, presentable, and fun.
Ensure music, lighting, scent, and team energy match Soho House standards.
Ensure a smooth handover to colleagues at day’s end, whether other member relations staff or membership.
Membership Development
Promote member events to drive attendance and increased bookings.
Work with MEM to increase attendance to events, attend and support them.
Create events that fit the House's demographic and Identity Plan, ensuring inclusiveness and variety.
Provide member feedback during committee meetings to tailor experiences to city happenings.
Lead training on new systems or SOPs related to members.
Additional Duties
Lead, coach, and develop the MR Manager(s) at the House, including scheduling, performance, and day-to-day oversight.
Provide in-house support for large-scale events and task forces.
Serve as in-house point of contact for PWKs, HVM, and Soho 1.
Act as primary escalation point for member requests, issues, and PWK needs.
Set and maintain member experience standards, owning SOGs and new SOPs.
Serve as key connector between MR, Ops, Membership, and GM, ensuring communication across departments.
Attend in-house HOD meetings to speak on Member Relations and focus areas.
Measures Of Success
Build strong relationships with GM, Director of MR, Membership, Reception teams, and HODs to ensure seamless experience.
Consistently high feedback and member recognition scores.
Maximise objectives of each individual House while celebrating members.
Increase House visits from all members, especially PWKs/FHMs.
Budget Responsibilities
Work within goodwill guidelines set by the annual budget.
Support member retention and deliver retention budgets.
Direct Reports:
Member Relations Manager
Business Context Reports to: General Manager, dotted to Head of MR. Structure specific to each House.
Challenges / Priorities Specific to each location/as specified in interviews and objectives/goals.
Key Contacts / Stakeholders
Club Director (if applicable)
Head of Membership / Membership Manager
GM
Head of Events
Experience Required
1+ year as Maître D' or similar experience.
A highly social, outgoing individual who values personal interactions.
Organised and efficient, capable of managing many moving parts at once.
Strong communication skills and ability to work across teams.
Someone who takes initiative and feels passionately about Soho House and its members.
Physical Requirements
Must be able to seize, grasp, turn, and hold objects with hands.
Must be able to make periodical fast-paced movements across the property.
Must be able to move, pull, push, carry, or lift at least 30 pounds.
Must be able to occasionally kneel, bend, crouch, and climb as required.
Must be able to perform physical activities such as lifting, cleaning, and stooping.
Must be able to stand, walk, lift, and bend for long periods.
Benefits
Health Care + 401K: Full-time employees eligible for full benefits; Medical, Dental & Vision plus a retirement fund with 2% match.
Paid Time Off: Full-time employees receive sick days and vacation days.
Career Development: Opportunities for domestic or international advancement, managerial or technical.
Soho Impact: Empowering the community to make positive change through mentorship, apprenticeship, local outreach, and sustainability.
Learning & Development: Extensive range of internally and externally run courses.
Cookhouse & House Tonic: Participation in monthly calendars, training, and events available to all.
Team Events: Fun events such as fitness sessions, cinema screenings, and art classes each month.
Team Meal: When on duty in Houses & Restaurants, a substantial free meal is provided.
Pay Range (California) $90,000—$100,000 USD (actual compensation determined by experience and other factors permitted by law).
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