Overnight Front Office Manager - Soho House New York
About The Position
At Soho House, the Front Office Overnight Manager embodies the highest level of hospitality and approachability. This role involves creating professional relationships with internal and external stakeholders, developing efficient processes that enhance the member and guest experience, and fostering a fun and inviting atmosphere. The Overnight Front Office Manager oversees all overnight operations for rooms (hotel) and Front Office departments, including Butlers, Receptionists, and Member Services. This position also assists in managing the Reservations/PBX Department and handles the Evening Membership Guest List. A successful candidate will have previous experience managing a high-volume, elevated, and customer-driven boutique property, preferably in an overnight capacity. A keen eye for detail, unmatched enthusiasm for hospitality, and a passion for the Soho House brand are essential.
Requirements
- Minimum of 5+ years of 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 service oriented.
- Excellent verbal and written communication skills.
- Flexible schedule, including evenings and weekends as needed.
- Bilingual language skills a plus.
- Hospitality Degree preferred.
Nice To Haves
- Previous overnight management experience in a high-volume, elevated, customer-driven boutique property.
Responsibilities
- Serve as an influential overnight leader, creating and refining efficiency through cost recaps and sales overviews.
- Implement processes that enhance member/guest experience and motivate staff to provide a proactive and welcoming experience.
- Develop and monitor yearly departmental goals related to payroll, expenses, staffing levels, and guest service.
- Create and manage monthly budgets, controlling rooms, expenditure, and staff costs.
- Handle guests' correspondences, claims, and disputes with an emphasis on accuracy and follow-up.
- Oversee the concierge role, providing information about local attractions, shopping, and points of interest.
- Monitor and support daily operations, including greeting hotel guests and members upon arrival.
- Supervise, direct, coordinate, inspire, and persuade staff to maintain service standards set by Soho House & Co.
- Ensure all new hires receive proper On-Boarding Training.
- Participate in identifying talent gaps, interviewing, and hiring staff.
- Host staff meetings and training opportunities to develop staff skills.
- Provide counseling and discipline when applicable.
- Communicate daily events, guest lists, VIPs, room occupancy, and sales budget.
- Maintain quick, courteous, professional, and rapid correspondence to resolve guest and staff inquiries.
- Collaborate with the controller and Purchasing Manager to ensure adequate stock of perishable and non-perishable items and maintain inventory.
- Deliver the highest standards of customer service and process.
- Track and report all guests' disputes and claims.
Benefits
- Competitive compensation packages
- Global benefits and perks
- Training to develop technical and managerial skills
- Medical, Dental & Vision insurance (for full-time employees)
- Retirement fund with a 2% match (for full-time employees)
- Sick days + vacation days (for full-time employees)
- Career development opportunities (domestic or international)
- Soho Impact initiatives (mentoring, apprenticeship, local outreach, sustainability)
- Extensive range of internally and externally run courses for all employees
- Access to Cookhouse & House Tonic events, trips, and training
- Team Events (fitness sessions, cinema screenings, art classes)
- Substantial meal free of charge while on duty
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
