Guest Services Coordinator

2 weeks ago

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

The Position...

At Soho House & Co., the Guest Services Coordinator plays a pivotal role in welcoming members and hotel guests, ensuring a seamless check-in experience and addressing various inquiries and concerns that may arise. This position is responsible for processing payments and reconciling cash at the conclusion of each shift. As a Guest Services Coordinator, you will possess an in-depth knowledge of the property layout, be informed about special promotions (when applicable), dining options, and other amenities, including wellness facilities and collaborative workspaces.

A successful Guest Services Coordinator is naturally hospitable, proactive, and capable of managing multiple tasks while maintaining professionalism in a fast-paced environment.

Key Responsibilities

  • Serve as the primary point of contact for members, guests, and staff, ensuring all visitors receive a warm welcome and exceptional service from the moment they arrive.
  • Expertly perform all concierge-related tasks, including but not limited to; arranging transportation, securing tickets for events, making dining reservations, and scheduling spa appointments.
  • Respond to incoming emails and inquiries through various digital platforms, as well as assist with printing and scanning documents for guests staying in our accommodations.
  • Stay informed about updates regarding operational hours, reservation policies, and any changes that may affect workflow by communicating with all departments on a daily basis.
  • Handle all financial inquiries, including sending invoices, addressing disputes, processing payments, and managing lost credit cards securely.
  • Be knowledgeable about Soho House amenities, room types, descriptions, rates, and availability, while also suggesting options that enhance guest experience and drive revenue.
  • Coordinate support for members and guests with valet services and luggage assistance as needed.
  • Collaborate effectively with team members and maintain professional phone etiquette while participating in daily briefings.

Qualifications and Skills

  • Minimum of 1 year experience in a similar role or customer-facing position.
  • Ability to manage multiple tasks, respond to high call volumes, and address inquiries in a professional and timely manner.
  • Familiarity with systems such as OpenTable, Salesforce, Google Sheets, and/or Opera is preferred.
  • Strong problem-solving abilities and conflict resolution skills to address any anticipated or existing issues.
  • 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.
  • Capacity to remain on your feet 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.

Why Join Us...

Soho House offers competitive compensation packages that include global benefits and perks. Whether you are looking for an entry-level position or an opportunity to advance your career, we provide training to develop the necessary technical and managerial skills.

  • Health Benefits + 401K: Full-time employees are eligible for comprehensive benefits, including medical, dental, and vision coverage, as well as a retirement plan with a matching contribution.
  • Paid Time Off: Full-time employees receive sick leave and vacation days.
  • Career Advancement: Soho House supports career growth both domestically and internationally, whether in managerial or technical roles.
  • Community Engagement: We empower our community to create positive change through mentoring, apprenticeships, local outreach, and sustainability initiatives.
  • Learning Opportunities: A wide range of training programs are available for all employees, both internally and externally.
  • Culinary Experiences: Join us for various food and drink events, training sessions, and excursions available to all staff.
  • Team Activities: Participate in monthly events, including fitness classes, movie screenings, and art workshops.
  • Complimentary Meals: While on duty in our venues, employees are provided with a substantial meal at no cost.

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