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Soho Support Manager, Bedrooms

hace 2 meses

Xico, México Soho House & Co. A tiempo completo

About the Role

We are seeking a highly skilled and experienced Accommodation Manager to join our team at Soho House & Co. as a Soho Support Manager for Bedrooms. As a key member of our Soho Support team, you will be responsible for leading a team of 3+ based in our New York Support Office, in exceeding accommodation budget across all NA properties.

Main Responsibilities

  • Maintain a motivated and high-performing team, ensuring all staff deliver their full potential, uphold agreed service level agreements (SLAs), and continually provide exceptional service to all guests and members.
  • Build and maintain a good working relationship with all sites and key stakeholders to ensure Soho Support and the operation work collaboratively and cohesively.
  • Manage all Coordinators by empowering and guiding them, solely responsible for the induction and onboarding of all new staff and continual development of existing team members.
  • Ensure all practices and procedures are adhered to by the Soho Support, Bedrooms Team, maintaining consistent and compliant quality of work in line with company, industry, and legal requirements.
  • Be an expert in complaint management, proactively taking charge of any difficult situations in relation to member/guest complaints, ensuring each situation is resolved efficiently and effectively.
  • Support the Head of Soho Support (NA) with all People & Development (P&D) functions, including but not limited to reviews, rotas, and recruitment, ensuring the completion of these is in a timely fashion and that deadlines are met.

Key Performance Indicators

  • Continually monitor site accommodation performance by reviewing rates, occupancy levels, and market/competitor performance.
  • Work closely with the Head of Revenue to develop a solid understanding of each House's comp set and market performance, ensuring Soho House bedrooms are priced competitively.
  • Manage Opera, Sitecore & Synxis — set-ups, day-to-day management, connectivity, and building rate codes, ensuring they are integrating correctly with the website.
  • Responsible for managing all Group and Corporate bookings in New York, from enquiry stage to contracting, in line with service SLAs.
  • Ensure all rates/offers are loaded in all systems and are bookable, in line with revenue strategy.
  • Work closely with the Head of Revenue with daily management of pick-up reports and daily revenue reports — reviewing of rates, comp set performance, inventory, and price management.

Requirements

  • 3+ years of experience of leading a team in a customer service environment.
  • Possesses strong leadership skills.
  • Proven ability of motivating and empowering a team.
  • Positive and solution-driven attitude.
  • Natural ability to reduce high-stress situations.

Physical Requirements

  • Must be able to seize, grasp, turn, and hold objects with hands.
  • Must be able to work on your feet for at least 8 hours.
  • Fast-paced movements are required to go from one part of the club to others.
  • Must be able to move, pull, carry, or lift at least 40 pounds.
  • Occasionally kneel, bend, crouch, and climb as required.

About Soho House & Co.

Soho House & Co. 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.

Benefits

  • 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 & Co. 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 calendar.