£16 per hour Surplus Service Charge What's in it for you? Weekly Pay Team meal whilst on shift prepared by our chefs Soho Friends Membership 50% Team discount on Food & Drink, 7 days a week Team Room Rates; Any Bedroom, Any House, $100 a night Health Cash Plan (option to add children) Dental Plan (option to add children) Birthday Day Off Discount on Cowshed products and Soho Home (up to 50%) Free Counselling Sessions Cookhouse & House Tonic: Our Cookhouse & Tonic Programmes offer unique food and drink training, events and opportunities to inspire and educate. Continuous training to develop yourself personally and professionally Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more Soho House Manchester Located in the St John’s area in the heart of the city, Soho House Manchester spans across 5 floors of the former Granada Studios. We have an extensive gym, steam room and sauna, outdoor rooftop pool surrounded by sunbed and a bar, late night bar and live music space. We have casual lounge areas for food and drink on the 8th floor and a members’ restaurant for more formal dining. The house also includes 23 bedrooms on the 6th floor. The Role… The heart of everything we do is our member, Member Relations is that heart of each property. The number one goal is to ensure our member happiness, through planning, outreach, welcoming and following up with our members and teams. Member relations will welcome, engage, activate and drive our membership community and their presence around the house will provide a friendly and professional approach for all members. Main Duties Have a strong floor presence to support all departments, rotating themselves around the house on an hourly basis, taking time in each area to check on and speak to members in person. Ensure there is a major focus on member experience / relationships. On the floor, support F&B and Club Reception Touch tables, collect member feedback on service, food, vibe Provide service support when necessary (refill waters, bus tables, run a dish) Support the Front Desk, and member check-in during peak hours. Assist with events check-in (large scale parties, screenings, ticketed events) and ensure our members always come first, minimize tensions or issues. Work with the GM/AGM and Member Ops on recovery on any issues, develop opportunities or create solutions to elevate the member experience. Timely follow through with members is key. Ensure the house has a positive Vibe/Energy, ensuring music, lighting, smell, energy in the House is up to standards. Responsible for the member phone line, member relations inbox during shift, all responses in a timely manner Create a bond with the members that come to the House over a shared experience to make the membership feel special. Participates and helps create events that fit the needs of the House's demographic and identity. Be inclusive and varied and appeal to all. Work with Membership Ops on monthly focuses, using service feedback (mystery shopper reports) to host trainings specific to a concern or issue, and area of focus to flag at pre-shifts. What we are looking for Flexible schedule including weekends, holidays as well as the ability to travel A sophisticated communicator with high standards of performance together with excellent communication, problem solving and listening skills. A charismatic, confident creative individual with in depth knowledge of local market place. Experience with dealing with celebrities and high-profile events. Ability to work effectively under time constraints and deadlines. Ability to create strong relationships with guests, members, and staff. Expected working hours for a Member Relations: Varying shift times across the seven days, to include working evenings, weekends, opens & closes