Front Desk Agent

Job Description

Front Desk Agent | Soho House & Co

The Tone:
This is a full-time role at Soho House & Co, located in Nashville, TN. Soho House operates a global collection of private members’ clubs and hotels, providing a unique hospitality experience. This role is crucial for creating an inviting atmosphere, ensuring a smooth check-in and check-out process, and acting as the primary point of contact for members and hotel guests. The Front Desk Agent plays a key role in the overall satisfaction and experience of everyone visiting the property.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: In-person, Nashville, TN
• Mission: This role is responsible for ensuring a seamless and welcoming experience for all members and hotel guests from their initial arrival through their departure.
• Tech Stack: OpenTable, Salesforce, Google Sheets, Opera

What You’ll Actually Do
• Guest Relations: Welcome all members, guests, and staff with top-notch service upon their arrival at the property.
• Concierge Services: Perform comprehensive concierge duties, including booking transportation, show tickets, and various reservations.
• Inquiry Management: Handle incoming emails and digital inquiries, alongside printing and scanning documents for guests.
• Operational Communication: Stay informed about operational updates, reservation restrictions, and communicate changes to all departments daily.
• Financial Transactions: Manage all accounting inquiries such as sending folios, fielding disputes, processing billing, and handling refund requests.
• Revenue Generation: Discuss amenities, room types, rates, and availability, suggesting preferences to increase revenue and elevate the guest experience.

The Must-Haves
• Background: Others; core domain knowledge in customer service or a hospitality-facing role.
• Experience: At least 1 year in a similar role or customer service position; quick to learn or experienced with OpenTable, Salesforce, Google Sheets, and/or Opera.
• Skills: Ability to multi-task efficiently, strong problem-solving and conflict resolution capabilities, detail-oriented, and excellent verbal and written communication.
• Bonus: Flexible schedule with the ability to work nights, weekends, and holidays as needed.