Receptionist Soho House São Paulo

Scope of work

At Soho House, the Receptionist assists with the check-in of property members and hotel guests to their rooms, in addition to streamlining various inquiries, risks, and other matters that arise. The reception agent is responsible for receiving payments and balancing the cash drawer at the end of the shift. As a reception agent, you will know the property layout well, be informed about special offers (where applicable), restaurant/F&B options, and other amenities, including but not limited to the gym, spa, and coworking space.

A successful Receptionist is hospitable by nature, proactive, capable of multitasking, as well as poised and professional in demanding, fast-paced environments.

Main responsibilities

Primary point of initial contact for members, guests, and staff and must ensure that all visitors are welcomed with open arms and receive first-class service from the moment they enter a Soho House & Co. property.

Expert in performing all concierge tasks as necessary, including, but not limited to, car bookings, show tickets, restaurant reservations, spa bookings, etc.

Respond to emails and inquiries received through various digital portals to which members and guests have access, as well as printing/scanning documents for members and guests joining us in rooms (hotel)

Responsible for knowing all updates regarding operating hours, booking restrictions, and matters that result in changes to the workflow, communicating daily with all departments

Handle all inquiries related to accounting (i.e., sending folios, field disputes, billing, receipts, refund requests), as well as check-out recoveries and keeping all lost credit cards in a safe

Comfortable discussing Soho House amenities, room types, room descriptions, rates, and availability, as well as suggesting room preferences that increase revenue flow and elevate the guest experience

Delegate to the bell attendant and/or butler the support of members and guests regarding valet and luggage storage

Work as a team with general telephone etiquette and participate in daily shift meetings.

Performs other tasks as assigned by the supervisor/manager.

Required experience

Experience in a similar role or in customer service/service role

Advanced English / Fluent

Must be able to multitask, handle high-volume phone lines, and respond to inquiries professionally (in person), in a timely manner, and in the best possible way.

Quick learner or proficient in OpenTable, Salesforce, Google Sheets and/or Opera

Problem-solving and conflict resolution skills for any foreseen or current issues

Detail-oriented, articulate, and capable of multitasking in a demanding, high-volume work environment

Strong communication skills and the ability to understand and follow written and verbal instructions

Flexible schedule and ability to work nights, weekends, and holidays (as required).