Soho One Concierge, Los Angeles

We are seeking a passionate, service-driven individual to join our Soho Support Team as a Concierge for all Soho One members.  You will be responsible for building meaningful, long-term relationships with Soho House’s most engaged, high-spending and high-profile members, and facilitating all booking, reservation and special requests to agreed SLAs.

The Soho One Concierge will be the first point of contact for all enquiries relating to Soho One. They will work closely with the Support and Operations teams to deliver an exceptional experience for every member — from seamless onboarding to personalised responses. This role demands discretion, professionalism, and agility in a fast-paced environment.

• Deliver a highly personalised, welcoming and intuitive experience for all Soho One members, via private WhatsApp and to agreed SLAs.
• Act as a knowledgeable point of contact for all Houses, facilities and events globally.
• Manage all booking, reservation and special requests with a high level of accuracy, care and attention to detail.
• Anticipate member needs and preferences, offering thoughtful suggestions before they are requested. Cross and upselling where appropriate.
• Build genuine relationships with members, recognising and remembering individual preferences.
• Handle sensitive or difficult requests with discretion, professionalism, and sound judgement.
• Coordinate with internal departments and external partners globally to facilitate requests quickly and efficiently, ensuring all members receive a seamless service across all touchpoints.
• Resolve any issues calmy and efficiently, ensuring members feel heard and are looked after to minimise complaint escalations.
• Act as an ambassador for the Soho One service, ensuring all interactions reflect the values and standards of the offering.
• Maintain accurate records of member preferences, requests, and feedback to deliver consistently tailored experiences.
• Help evolve internal processes to improve service efficiency, consistency, and member satisfaction by recording and offering member feedback to Soho One leadership.

• 1+ years’ experience within private members' clubs, luxury hospitality, concierge services, or membership-based environments. Ideally in a concierge, guest relations, or customer experience role.
• Exceptional interpersonal, relationship building and communication skills, both written and verbal.
• Naturally warm, intuitive, and discreet, with the ability to engage high-spending and high-profile members authentically.
• Tech-savvy, with experience of using CRM (ideally Salesforce), and loyalty programme platforms.
• Proficient in using hospitality management tools and software including Opera, Open Table and GEM.
• Excellent time management and problem-solving skills, with the ability to collaborate cross-functionally with other departments.
• Highly organised, detail-oriented, with proven ability of managing multiple tasks and priorities under pressure, while remaining calm and composed.
• Proactive and solution driven mindset with the ability to anticipate needs and act with discretion and urgency.