Front Office Manager - Soho House Nashville

The role…

At Soho House the Front Office Manager encompasses the highest level of hospitality and approachability by creating professional relationships with internal and external stake holders, developing/creating efficient and effective process that drives positive / rememberable member and guest experience as well as fun and inviting. The Front Office Manager at Soho House oversees rooms (hotel) and Front Office operations; including Butlers, Receptionists, and Member Services and assisting with managing the Reservations/PBX Department as well as manages the Evening Membership Guest List.

A successful Front Office Manager has previous experience managing a high-volume, elevated and customer driven boutique property. In addition to a keen eye for detail, and unmatched enthusiasm for hospitality and the Soho House brand.

Main Duties

• 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

Required Skills/Qualifications

• 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

Physical Requirements

• Must be able to seize, grasp, turn and hold objects with hands.
• Must be able to make periodical fast paced movements are required to go from one part of the property to others.
• Must be able to move, pull, push, carry or lift at least 30 pounds.
• Must be able to occasionally kneel, bend, crouch and climb is required.
• Must be able to perform physical activities such as lifting, cleaning, and stooping.
• Must be able to stand, walk, lift, and bend for long periods of time.

Why work with us...

Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career.

• Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match
• Paid Time Off: Full- Time Employees have sick day's + vacation days
• Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically
• Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability
• Learning & Development: An extensive range of internally and externally run courses are available for all employees.
• Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.
• Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
• Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.