• 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

• Customer service in French via phone (inbound/outbound), email, or chat • Knowledge of English is sometimes required (depending on the workplace) • Ensure customer satisfaction and provide professional customer support • Handle customer complaints, providing suitable solutions and alternatives within the given deadlines • Collaborate with other customer experts to resolve open cases • Maintenance and updating of internal systems • Exact tasks will be discussed according to the selected work position