Guest Services Representative

2 weeks ago

Austin, Texas, United States Soho House & Co. Full time
Position Overview

At Soho House, the Front Desk Agent plays a crucial role in welcoming members and hotel guests, ensuring a seamless check-in experience while addressing various inquiries and concerns. This position is accountable for processing payments and reconciling cash at the conclusion of each shift. As a Front Desk Agent, you will possess comprehensive knowledge of the property layout, be informed about current promotions, dining options, and additional amenities including fitness centers, spas, and collaborative workspaces.

A successful Front Desk Agent is inherently welcoming, proactive, and adept at managing multiple tasks while maintaining professionalism in high-pressure situations.

Key Responsibilities
  • Serve as the primary point of contact for members, guests, and staff, ensuring that all visitors receive exceptional service from the moment they arrive at a Soho House & Co property.
  • Perform all concierge functions as necessary, including but not limited to; arranging transportation, securing tickets for events, and making dining and spa reservations.
  • Respond to incoming emails and inquiries through various digital platforms, as well as assist with printing and scanning documents for hotel guests.
  • Stay informed about operational hours, reservation policies, and any changes that may affect workflow by communicating regularly with all departments.
  • Manage all financial inquiries, including sending invoices, addressing disputes, processing payments, and handling lost credit cards securely.
  • Knowledgeable about Soho House amenities, room categories, descriptions, pricing, and availability, with the ability to recommend options that enhance guest satisfaction and drive revenue.
  • Coordinate assistance for members and guests with valet services and luggage handling.
  • Collaborate effectively with team members and demonstrate professional phone etiquette while participating in daily briefings.
Qualifications
  • Minimum of 1 year experience in a similar role or customer-facing position.
  • Ability to manage multiple tasks, handle high call volumes, and respond to inquiries in a professional and timely manner.
  • Quick to learn and familiar with systems such as OpenTable, Salesforce, Google Sheets, and/or Opera.
  • Strong problem-solving skills and ability to resolve conflicts effectively.
  • Detail-oriented with excellent communication skills, capable of following both written and verbal instructions.
  • Flexible availability to work evenings, weekends, and holidays as required.
Physical Requirements
  • Ability to grasp, turn, and hold objects with hands.
  • Capable of standing for extended periods, up to 8 hours.
  • Ability to move quickly between different areas of the property.
  • Must be able to lift, carry, or pull at least 40 pounds.
  • Occasional kneeling, bending, crouching, and climbing may be necessary.
Benefits of Working with Us

Soho House offers competitive compensation packages that include comprehensive benefits and perks. Whether you are seeking an entry-level position or an opportunity to advance your career, we provide training to develop both technical and managerial skills essential for your professional growth.
  • Health Care + 401K: Full-time employees are eligible for complete benefits, including medical, dental, and vision coverage, along with a retirement plan featuring a 2% match.
  • Paid Time Off: Full-time employees receive sick leave and vacation days.
  • Career Development: Opportunities for career advancement both domestically and internationally, in managerial or technical roles.
  • Soho Impact: Empowering the Soho House community to foster positive change through mentoring, apprenticeships, local outreach, and sustainability initiatives.
  • Learning & Development: Access to a wide range of courses, both internally and externally, available to all employees.
  • Cookhouse & House Tonic: Engage in our passion for food and drink through monthly events and training sessions.
  • Team Events: Participate in various fun activities each month, including fitness sessions, movie screenings, and art classes.
  • Team Meal: Enjoy a substantial meal free of charge while on duty in our Houses & Restaurants.

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