• Review and analyze contracts, invoice statements, accounts receivable (AR), and accounts payable (AP) documents. • Extract and verify critical financial and contractual information. • Accurately identify, capture, and enter key details from complex financial documents. • Ensure all data is complete, accurate, and properly documented. • Maintain organized, accurate, and up-to-date accounting and contract records. • Support document tracking and record retention processes. • Assist in creating, updating, and maintaining internal procedures and documentation. • Contribute to process improvements that enhance efficiency and accuracy. • Coordinate with team members across different departments and time zones. • Ensure contracts and financial documents are processed, reviewed, and completed without delays or handoff gaps.

• To effectively handle all incoming calls and email enquiries for room reservations for Soho House properties in the Americas, converting enquiries to bookings and in line with mystery shop guidelines. • Accurate data entry, ensuring that all guest records are correctly inputted at all times, without exception. • To be commercially aware and able to offer recommendations on services. Keeping up to date with all promotions and special offers across the business. • To ensure that Soho House reputation is second to none within the industry in terms of customer experience by continually exceeding guest expectation and providing service excellence. • To undergo any training needed to achieve the above responsibilities • To work to agreed KPIs and adhere to company policies and procedures, whilst delivery service excellence in line with the Soho House ethos.

• Act as a warm, professional, and knowledgeable first point of contact for Soho House members, delivering exceptional service via telephone and email. • Respond to all member queries in a timely and efficient manner, consistently meeting or exceeding departmental SLAs and personal performance KPIs. • Deliver a proactive, solutions-focused service to a diverse global membership, anticipating needs and enhancing the overall member experience. • Manage a variety of requests including membership administration, club and restaurant enquiries, and general support across our Houses in New York and Los Angeles. • Take ownership of member queries from initial contact through to resolution, ensuring a seamless and personalised experience. • Collaborate effectively with internal teams and support departments to resolve issues and continuously improve service delivery. • Identify opportunities to improve processes and member experience through initiative and feedback.

• Respond to customer requests by phone, email or chat • Manage questions, complaints and requests for information • Ensure the monitoring and updating of customer files • Offer suitable solutions and build customer loyalty • Respect internal procedures and quality objectives • Forward complex requests to the relevant departments