Member Relations Manager

1 week ago

Miami Beach, United States Soho House Full time

The role…

The heart of everything we do is our member, Member Relations is that heart of each property. The number one goal is to ensure our member happiness, through planning, outreach, welcoming and following up with our members and teams. Member relations will welcome, engage, activate and drive our membership community and their presence around the house will provide a friendly and professional approach for all members.

Main Duties

* Have a strong floor presence to support all departments, rotating themselves around the house on an hourly basis, taking time in each area to check on and speak to members in person.
* Ensure there is a major focus on member experience / relationships. Ensuring the below happen daily:
* Hotel arrivals, ensuring all special requests, PWK, FHM requests are all met.
* Welcome notes are written daily.
* PWK/VIP/FHM rooms are checked and ready for arrival.
* Arranging amenities for hotel guests
* PWK/VIP/FHM are met upon arrival or during their time at the house.
* Reservation notes, checking and activating, updating systems.
* In person, real time follow through with check in flags form reception (table touches, introductions, etc.)



On the floor, support F&B and Club Reception:

* Touch tables, collect member feedback on service, food, vibe
* Arrange / deliver SOG for special occasions for dining guests.
* Attend pre-shifts and manager line up, update the teams on pertinent shift needs.
* Update members Open table notes with anything pertaining to service preference.
* Provide service support when necessary (refill waters, bus tables, run a dish)
* Support the Front Desk, and member check-in during peak hours.
* Assist with events check-in (large scale parties, screenings, ticketed events) and ensure our members always come first, minimize tensions or issues.


* Grow relationships and positive connections with members - The POC for all our PWKs and FHM.
* Handle "members":
* BB (SF and follow up)
* Approve EGL and One-offs
* Respond to special requests.
* Notes in Salesforce
* Personal outreach for special moments (wedding, births, promotions, new movie, etc.)


* Work with the GM/AGM and Mem.Ops on recovery on any issues, develop opportunities or create solutions to elevate the member experience. Timely follow through with members is key.
* Ensure the house has a positive Vibe/Energy
* Ensuring music, lighting, smell, energy in the House is up to standards.


* Responsible for the member phone line, member relations inbox during shift, all responses in a timely manner
* Ensure a smooth handover to colleagues at the end of the day.
* Add to snapshot and relevant information (membership portion)
* Able to use micros and comp budget / recovery.
* Work with MM of the House: Co-Host new Member Intros, impromptu events at any time needed.
* Create a bond with the members that come to the House over a shared experience to make the membership feel special.
* Promotes of our member events.
* Provides memorable moments at the House with the members and their guests.
* Able to vary activities to meet our demographic wants and needs.


* Connecting with members over low key, impromptu moments (events, activities, chats, or dinners)
* Participates and helps create events that fit the needs of the House's demographic and identity. Be inclusive and varied and appeal to all.
* Work with MEM to drive higher attendance to our events. Attend and support member events.
* Work with the GM, M Ops, and MM over committee meetings and gather member feedback to tailor experiences/activities to the need of the House around what is happening in the city (i.e. host a table for the Summit)
* Work with Membership Ops on monthly focuses, using service feedback (mystery shopper reports) to host trainings specific to a concern or issue, and area of focus to flag at pre-shifts.
* Work with Membership Ops in implementing any new system or SOP pertaining to members (new check-in system, connect, House pay, etc)
* Other duties as assigned by managers.

Required Skills/Qualifications:

* Flexible schedule including weekends, holidays as well as the ability to travel
* A sophisticated communicator with high standards of performance together with excellent communication, problem solving and listening skills.
* A charismatic, confident creative individual with in depth knowledge of local market place.
* Experience with dealing with celebrities and high-profile events.
* Ability to work effectively under time constraints and deadlines.
* Ability to create strong relationships with guests, members, and staff.

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.

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