Front Desk Agent

3w3 weeks ago

Soho House & Co

Chicago, US · Full-time · $48,000 – $48,000

About this role

At Soho House, the Front Desk Agent is the primary point of contact for members, guests, and staff, ensuring every visitor is welcomed warmly and receives top-notch service from the moment they arrive. This role involves checking members into the property and hotel guests into their rooms while handling various inquiries, risks, and other matters that arise.

Daily duties include performing concierge tasks such as booking cars, shows, restaurant and spa reservations, as well as answering emails and inquiries through digital portals. The Front Desk Agent is also responsible for receiving payments, balancing cash at end of shift, handling accounting inquiries like sending folios and billing, and keeping lost credit cards secure.

A successful candidate is hospitable by nature, proactive, and a capable multi-tasker who remains level-headed and professional in a fast-paced environment. They work closely with all departments to stay updated on hours of operation, reservation restrictions, and workflow changes, and participate in daily shift briefings.

Soho House offers competitive compensation with global benefits and perks, including training to develop technical and managerial skills. Full-time employees are eligible for medical, dental, vision coverage, a 401K retirement fund with a 2% match, and paid time off including sick days and vacation days.

Requirements

At least 1 year of similar role or customer service facing role
Comfortable multi-tasking, answering high-volume phone lines, and handling inquiries face to face professionally and timely
Quick learner with familiarity in OpenTable, Salesforce, Google Sheets, and/or Opera
Problem-solving skills with ability to bring conflict resolution to anticipated or current matters
Detail-oriented and articulate with the ability to multi-task in a high-volume and demanding work environment
Strong communication skills and ability to understand and follow written and verbal instructions
Flexible schedule with ability to work nights, weekends, and holidays as needed

Responsibilities

Serve as the primary initial contact for members, guests, and staff, ensuring all visitors are welcomed with open arms and provided top-notch service from the moment they enter the property
Perform all concierge duties including booking cars, tickets to shows, restaurant reservations, and spa reservations
Answer incoming emails and inquiries via various digital portals, as well as print and scan documents for members and guests
Handle all accounting-related inquiries such as sending folios, fielding disputes, billing, receipts, and refund requests, along with walkout retrievals and secure storage of lost credit cards
Discuss Soho House amenities, room types, descriptions, rates, and availability, and suggest room preferences that increase revenue and elevate guest experience
Delegate support for members and guests to valet and luggage storage to the bell attendant or butler
Participate in daily shift briefings and maintain general phone etiquette as a team player
Receive payments and balance cash at the end of each shift

Benefits

Full-time employees eligible for Medical, Dental & Vision coverage
401K retirement fund with a 2% employer match
Paid time off including sick days and vacation days
Training to develop technical and managerial skills to enhance your career
Global benefits and perks as part of Soho House's competitive compensation packages