Member Relations Manager - Soho House Chicago

Scope of the Job Job Purpose: Member Relations Managers are responsible for the end to end successful experience of every member and guest who visits or stays in our Houses through the planning, outreach, welcome and engagement during each attendance. Member Relations Managers play a crucial role overseeing the relationship between members, operations, membership and member events so that members have the most optimised visit possible and continue to find value and appreciation for their Soho House membership. Their presence around the House will not only host the entire club, but also provide a friendly, fun and professional approach for all members.

Key Responsibilities

: In House Experience: Have a strong member facing presence on the floor 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. ) through to Open Table and members seated in restaurants. On the floor, support F B and Club Reception to touch tables, collect member feedback on service, food, atmosphere and satisfaction.

Arrange and/or deliver sense of generosities (SOGs) 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.

Where needed, take the initiative to provide service support to ensure a great member experience (refill waters, bus tables, run a dish) During peak hours and large events, support the Front Desk, and member check-in to ensure that members and guests can access the House as quickly and efficiently as possible. Where there is a screening room, oversee the member attendance, signing in members and ensuring the correct guests are attending. Assist with events check-in (large scale parties, screenings, ticketed events) and ensure our members always come first, minimize tensions or issues.

) Work with Membership Manager of the House to host/co host new Member Introductions, hosting one on one intros and helping support the initiative to have all members receive an intro. Bedroom/Hotel Experience: Ensure there is a major focus on member bedroom experience / relationships daily, ensuring arrivals are checked for special arrivals, requests, PWH/FHM requests are met and welcome notes are written daily. Handle pre check of all PWK/VIP/FHM rooms and they are ready for arrival.

Arranging amenities for hotel guests as requested, making yourself available and the key point person so that guests know you’re their contact. Meet all PWK/VIP/FHM upon arrival or during their time at the House, arranging amenities as requested and making yourself available as the key point person so that guests know you’re their contact. Maintain high quality and clear reservation notes, checking and activating, updating systems.

Member Management In The House Positively grow relationships and connections with all members so that they know you and your role at the House, and lead as the point of contact for all our PWKs and FHM. Oversee and make decisions in the real time handling and management of members and their guests in the Houses, including behavioural issues, extended guest lists, one offs and special requests. Create and maintain clear behaviour notes following an incident in the House so that the Head of Membership/Membership Manager can follow up the next day.

Work with the GM/AGM and Head of MR on recovery on any issues, develop opportunities or create solutions to elevate the member experience. Timely follow through with members is key.