Coordinator – Room Reservations

Job Description

Soho Support Coordinator- Bedrooms – Soho Beach House Miami | Soho House & Co

The Tone:
This is a full-time role at Soho House & Co, with the option to be remote or based in Miami Beach, FL. Soho House & Co builds and operates a global collection of private members’ clubs, hotels, and restaurants, focused on creating communities for creatives. This role is crucial for ensuring the smooth operation of room reservations and delivering an exceptional guest experience across Soho House properties in the Americas. The coordinator plays a vital part in maintaining the company’s reputation for service excellence from the initial guest inquiry through to booking.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: In-person, Miami Beach, FL (Remote possible)

• Mission: To effectively manage room reservations and ensure a second-to-none customer experience for guests across Soho House properties in the Americas.
• Tech Stack: Opera, Microsoft Office

What You’ll Actually Do
• Reservation Management: Effectively handle incoming calls and email enquiries for room reservations, converting them into bookings.
• Guest Record Accuracy: Ensure all guest records are accurately inputted and maintained at all times without exception.
• Sales & Service Recommendations: Maintain commercial awareness to offer service recommendations and stay informed on all promotions and special offers.
• Customer Experience Excellence: Continuously exceed guest expectations by providing exceptional service in line with the Soho House ethos.
• Performance & Compliance: Adhere to company policies and work to agreed KPIs while delivering service excellence.

The Must-Haves
• Background: Previous experience as a Reservations Agent or similar, including telephone-based customer service, within a 5-star/luxury hotel setting, specifically managing high-profile/VIP guests.
• Experience: Demonstrated essential experience with the Opera system.
• Skills: Excellent attention to detail, strong administration skills, proven problem-solving abilities, efficient complaint management, and excellent English proficiency in reading, writing, and oral communication.