Front Office Manager - Soho House Chicago

Soho House & Co.•Chicago, IL

18h•Onsite

About The Position

The Front Office Manager at Soho House is responsible for overseeing rooms (hotel) and Front Office operations, including Butlers, Receptionists, and Member Services. This role also involves assisting with the management of the Reservations/PBX Department and managing the Evening Membership Guest List. The ideal candidate will have previous experience managing a high-volume, elevated, and customer-driven boutique property, with a keen eye for detail and a passion for hospitality and the Soho House brand. This role requires creating professional relationships, developing efficient processes, and ensuring a positive and memorable member and guest experience.

Requirements

Minimum of 5+ years’ experience managing Front Office operations
Extensive knowledge of Opera, Salesforce, Open Table and Google Sheets is a must
Detail oriented, ability to multitask and work in a fast-paced environment
Customer services oriented and excellent verbal and written communication skills
Flexible schedule, evenings, weekends as needed
Bilingual language skills a plus
Hospitality Degree preferred

Responsibilities

Influential leader that creates and refines efficiency by implementing process that enhances member / guest experience and motivates staff to proactively welcome experience
Develop and monitor yearly departmental goals, related to payroll, expenses, staffing levels and guest service
Create monthly budgets; keep rooms, expenditure, and staff costs in check as well as guests’ correspondences, process all guests and members claims and disputes; Emphasis on accuracy and proper follow-up
Oversee concierge role and provide information about local attractions, shopping and points of interest in the city
Contribute to yearly departmental goals, related to payroll, expenses, staffing levels and guest service as well as responsible for monitoring and supporting daily operations, greet hotel guests and members upon arrival
Supervise, direct, coordinate, inspire and persuade staff in order to maintain service standards set forth by Soho House & Co as well as Ensure all new hires are provided a proper On-Boarding Training
Participate in identifying talent gaps, interviewing and hiring staff as well as host staff meetings and training opportunities to develop and grow staff skills as well as provide counseling and discipline when applicable
Communicate daily events, guest lists, VIP’s, room (hotel) occupancy and sales budget
Maintain quick correspondence in courteous, professional and rapid manner in order to resolve all guest and staff inquiries
Collaborate with controller and Purchasing Manager to ensure all perishable and nonperishable items are ordered available to distribution and inventory is maintained
Deliver the highest standards of customer service and process, track and report all guests’ disputes and claims

Benefits

Medical
Dental
Vision
Retirement fund with a 2% match
Sick days
Personal days
Vacation days
Training to develop technical and managerial skills
Career progression domestically or internationally
Mentoring
Apprenticeship
Local outreach
Sustainability initiatives
Internally and externally run courses
Access to monthly calendars for trips, trainings, and events
Access to monthly team events (fitness sessions, cinema screenings, art classes)
Substantial meal free of charge while on duty