Head of Soho Support, Global Bedrooms

The Role...

Reporting into the Director of Soho Support, as Head of Soho Support for Global Bedrooms, you will play a pivotal role in maximising revenue across the Soho House bedrooms portfolio, by ensuring that your team efficiently handle all bedroom reservations enquiries via phone and email. You will work closely with key stakeholders and departments from across the business (eg Marketing, Comms, GMs and Senior Leadership) by acting as a key representative of the Global Bedrooms Team, offering member feedback and creative solutions on how we can better work together to achieve budgeted sales.

Main Duties...

• Lead team of 25+ based globally, in both hybrid and office environments, efficiently handle bedroom reservations enquiries via phone and email, focused on service excellence and revenue optimisation, operating within departmental SLAs.
• Identify, design and deliver team structure that best supports increase in group and corporate demand across the business. Recruiting and retaining strong talent within budget.
• Maintain a motivated and high performing team by demonstrating strong leadership skills, so that all staff deliver their full potential. Collating PDPs for team leadership to drive internal development and support team retention.
• Oversee and support team leadership by empowering and guiding them. Ensuring they are solely responsible for the induction and onboarding of all new staff to a consistent, global standard.
• Work closely with Group Revenue Team to utilise data analytics and market insights to ensure we’re continually priced competitively ensuring optimal inventory management.
• To ensure that all practices and procedures are adhered to, Maintaining consistent and compliant quality of work in line with company, industry and legal requirements.
• Solely responsible for managing all P&D functions within budget across multiple countries/cities, including but not limited to recruitment, onboarding, reviews, investigations, payroll and rotas, ensuring all are completed on time and to deadlines.
• To ensure that the Soho House reputation is second to none within the industry in terms of member/guest experience, by continually exceeding expectation.
• Perform any additional duties as requested by the Soho Support Director.

Projects

• Support new openings across The Americas (2024) by designing and rolling our hyper care service strategy that supports deliver system set up and launch of bedroom bookings on time. Working collaboratively with Local Teams and IT.
• Identify and implement innovative technology solutions to streamline processes, reduce manual admin tasks and enhance operational efficiency across the team, working closely with Projects & Processes, CRM Team and SST Quality & Training Manager.
• Work collaboratively with Heads of Ops to ensure a seamless reservation and check-in experience for members/guests, focusing on increasing personalisation, building and delivering strategy to drive repeat stays with support of Global Rooms Director.
• Develop comprehensive weekly reporting, defining reservations success and conversion metrics that clearly demonstrate team contribution to supporting sites in delivering budget.
• Develop and implement strategy to support converting Soho Support into a proactive, revenue producing function vs cost centre, using digital solutions, data and creative incentive programme.
• Work collaboratively with Director of Soho Support and other leadership across Soho Support on internal projects, to ensure delivered on time as per Soho Support roadmap.

What We Are Looking For...

The successful candidate should possess a combination of industry knowledge, technical skills, leadership abilities, and a strong focus on customer satisfaction and revenue optimisation.  Ideally, we’re looking for someone with the following -

• 8 years+ experience of working in fast paced, efficient, customer service focused operation, in a senior managerial role. 
• A solid understanding of the hotel industry, preferably with a focus on hotel operations, reservations and management.  This could include experience in various roles within hotels such as front desk, reservations or revenue management.
• Strong understanding of revenue management principles, strategies and systems. 
• Experience with Opera PMS, CRM tool, Salesforce, and Microsoft Office Suite essential.
• Excellent analytical skills with the ability to interpret data and metrics related to reservations, occupancy rates, ADR, RevPAR and other key performance indicators. This includes proficiency in Excel or other data analysis tools.
• Proficient in using IT systems with some experience of working with call centre solutions, email ticketing systems or similar.
• Strong leadership, communication and interpersonal skills with proven ability of successfully growing and developing global teams, in a hybrid working environment (in office and WFH).  Alongside ability to build strong working relationships with team members, other internal departments and external partners.
• Proven experience of managing numerous stake holders across a variety of business functions, in different countries, up to and including C suite.
• A strategic mindset with the ability to develop and implement long term strategies to maximise revenue whilst driving efficiencies.
• Proven experience of successfully dealing with VIP/high profile individuals.
• Ability to work effectively under time constraints, to deadlines and with an energetic, proactive, positive attitude.
• Spanish and/or Portuguese language skills preferred, to support new House openings across Latin America.

Benefits…

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 grow your career.

• Weekly Pay
• Every House Membership
• Free lunch at Store X Café in 180 Strand Mondays & Fridays
• 50% off Food & Drink, 7 days a week
• Staff Room Rate; Any Bedroom, Any House, $100 a night
• Private Health and Dental Care
• Life Assurance
• Birthday Day Off
• Up to 50% Staff Discount on Cowshed & Soho Home
• Dog Policy
• Season Ticket Loan
• Christmas Office Closure
• In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
• Free Counselling Sessions
• Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
• Continuous training to develop yourself personally and professionally
• Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
• 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.