Soho Support Manager, Bedrooms

**Who We Are**We are a collection of members' clubs, restaurants, hotels, workspaces and cinemas, catering to those in the film, media, fashion and creative industries. The company has unique ventures throughout the UK, USA, Canada, Europe and Asia, with new openings planned globally. Soho House is a space for its diverse membership and teams to connect, grow, have fun and make an impact.**The role**Reporting into the Head of Soho Support (North America), as Soho Support Manager for Bedrooms, 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. This will be done whilst providing service excellence to all members and guests, in line with the Soho House ethos, to mystery shop guidelines and agreed SLAs.**Main Duties...**Team:- Maintain a motivated and high performing team, so that all staff deliver their full potential, uphold agreed SLAs and continually provide service excellence 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 continually 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.- To ensure that 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, by proactively taking charge of any difficult situations in relation to member/guest complaints, ensuring each situation is resolved efficiently and effectively. Continually leading by example by delivering service excellence at all times.- Supporting the Head of Soho Support (NA) with all P&D (People & Development) 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.Revenue/Systems:- Continually monitor site accommodation performance by reviewing rates, occupancy levels and market/competitor performance. Working closely with Head of Revenue.- Monitor STR data, OTA Insight and Revenue Insight on a daily/monthly basis. With the view to develop a solid understanding of each Houses' comp set and market performance, continually ensuring Soho House bedrooms are priced competitively.- To 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.- To ensure all rates/offers are loaded in all systems and are bookable, in line with revenue strategy.- Working closely with Head of Revenue with daily management of pick-up reports and daily revenue reports — reviewing of rates, comp set performance, inventory, and price management. Updating rates/offers as per revenue strategy.- Attend weekly revenue meetings to discuss business on the books, acting as the voice of our members and guests, offering suggestions on how budgets can be achieved.**Required Skills/Qualifications**- 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.**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 day's + 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 calendar