Soho Support Coordinator - Member Services - (Remote - Miami Based & Seasonal)

Role overview

This position sits within a global member services function that handles a wide range of guest inquiries, from application questions to restaurant reservations, room bookings, and retail enquiries. The role serves as the primary point of contact for members visiting properties in New York and Los Angeles, managing varied tasks such as handling reservation bookings, issuing membership invoices, discussing private hire opportunities, and arranging special occasions. It is a fast-paced, customer-facing position focused on delivering elevated hospitality support from a remote setting.

Responsibilities

- Serve as a warm, professional first point of contact for members, delivering attentive service across phone and written channels - Respond to member queries promptly and efficiently, consistently meeting or exceeding departmental service standards and individual performance targets - Deliver a proactive, solutions-focused experience for a diverse global membership, anticipating needs and enhancing overall satisfaction - Manage a broad mix of requests including membership administration, club and restaurant enquiries, and general support for multiple locations - Take ownership of each enquiry from initial contact through resolution, ensuring a seamless and personalised outcome - Collaborate with internal teams to resolve issues and surface opportunities to improve processes and the member experience

Requirements

- Genuine passion for luxury hospitality and a track record of delivering elevated, personalised customer experiences - Self-motivated and solution-driven, with the ability to absorb training quickly and demonstrate initiative - Polished telephone manner paired with strong written communication skills, with fluent English required - Highly organised with sharp attention to detail and the ability to multitask in a fast-paced environment - Experience using Salesforce or a comparable CRM, and a solid understanding of data protection principles - Proven ability to meet or exceed personal and team service standards within a target-driven setting - Discreet and trustworthy, with a clear understanding of the importance of handling confidential member information

Nice to have

- Familiarity with reservation platforms such as OpenTable or similar tools - Background in membership-based or loyalty-driven environments - Experience supporting international customers or working across multiple regions - Prior remote or hybrid working experience

Benefits and work setup

- Remote, entry-level position based in the Miami area, with travel required for onboarding and occasional team days at Miami locations - Six-month seasonal contract requiring full commitment for the duration - 40 hours per week across a seven-day operation, with varied shifts scheduled between 9:00 am and 11:00 pm - Quiet, private workspace and a reliable internet connection required during working hours - All necessary equipment, including a laptop and headset, provided - Career development pathways available domestically and internationally, alongside managerially or technically focused progression - Access to a broad range of internally and externally run training courses