Member Service Agent - Soho House Chicago

The role…

At Soho House the Member Service Agent is responsible for understanding and operating the hotel property management system and restaurant reservation systems to support members & guests in the run up to, during and after their visit. They should respond quickly to all guest requests in a caring friendly and professional manner, consistently following up to ensure guest satisfaction that meets and exceed our services standards.

Main Duties

• To deliver to our guests a total passion and commitment to excellence                                       
• Responsibility for the care of hotel guests throughout their visit                                                                                            
• To use their own initiative and to personally take any action appropriate to deliver a first class service          
• Fully understand and operate the telephone and paging systems                                                                                    
• Fully understand and operate the hotel property management system and restaurant reservation systems            
• Assist Reservation Manager with hotel enquiries and reservations                                                                       
• To have an understanding of the restaurant operation and its hours; and how to use Open Table                                                                                             
• To fully understand the different hotel tariffs and special offers and promotions                                                                                     
• Ensure good communication with all departments with guest’s special requests and feedback whether good or bad
• To be fully familiar with the hotel layout and bedroom amenities                            
• To have a basic knowledge of the surrounding area in order to assist guests with their queries                
• To have a good product knowledge in order to increase sales whenever possible  
• Attends all mandatory meetings and trainings
• Able to work nights, weekends & holidays when business needs dictates.
• Able to work in a fast pace environment.
• To have basic knowledge of our MRM system and membership rules
• Assisting hotel guests and members with concierge requests

Required Skills/Qualifications

• Excellent communication skills, both verbal and written
• Previous experience operating a PBX or multi-line phone system preferred
• Strong customer service skills and the ability to remain calm under pressure
• Basic computer skills, including proficiency in Microsoft Office and email
• Ability to work a flexible schedule, including weekends and holidays

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 days + 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.