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Overnight Front Desk Agent

2 months ago

Austin, United States Soho House & Co. Full time
Job DescriptionJob Description

The role…

At Soho House the Front Desk, Overnight 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 Overnight 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 Overnight Agent is hospitable by nature, pro-active, capable multi-tasker as well as level-headed, professional in demanding and fast paced environments.

Main Duties

  • Responsible for shift breakdown and financial / 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
  • 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
  • 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)

Physical Requirements

  • Must be able to seize, grasp, turn and hold objects with hands.
  • Must be able to make periodical fast paced movements are required to go from one part of the property to others.
  • Must be able to move, pull, push, carry or lift at least 30 pounds.
  • Must be able to occasionally kneel, bend, crouch and climb is 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 of time.

Why work with us...

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 enhance your career.

  • Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match
  • Paid Time Off: Full- Time Employees have sick day's + vacation days
  • Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically
  • Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability
  • Learning & Development: An extensive range of internally and externally run courses are available for all employees.
  • Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.
  • 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.
  • Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.