Member Relations - Mews House Mayfair, Central London

About the role

The team acts as the primary contact for members to ensure consistent service across all engagements. You own the end-to-end member journey from first inquiry to long-term loyalty, shaping every interaction with clarity and care. This role owns the narrative of the club through your words, actions, and responses to member needs. You are the calm, capable center for any request, question, or concern that comes through the door. Success in this position is measured by how smoothly you remove friction for members and protect the integrity of the guest experience. You own the standards of communication, follow-up, and documentation that keep the team aligned. Your daily work reinforces the reputation of Soho House & Co. as a place where members feel seen and supported. You own the relationships that keep members returning, recommending, and referring.

Key facts

What you'll do

Serve as the main point of contact to address enquiries and resolve concerns for members across all touchpoints.

Maintain a visible presence across the club to strengthen member engagement in key areas and anticipate needs before they arise.

Handle smooth onboarding for new members through welcome communications, tours, and structured orientation sessions.

Update and safeguard the CRM with accurate member records, tracking preferences, interactions, and feedback for every interaction.

Seize, grasp, turn, and hold objects by hand as required to support members and manage physical tasks in a dynamic environment.

Work on your feet for at least 8 hours while moving through different areas of the club to assist members and colleagues.

Occasionally kneel, bend, crouch, and climb as required to perform duties related to member service and facility access.

Organize, coordinate, and follow up on member requests, ensuring timely resolution and clear communication throughout each case.

Use strong administrative skills to manage schedules, details, and documentation with a high level of accuracy and discretion.

Leverage CRM or database systems to monitor member history, track patterns, and inform personalized service decisions.

Remain calm and resourceful when handling demanding situations, maintaining professionalism under pressure and tight timelines.

Demonstrate high attention to detail and consistently keep member information confidential in all channels and settings.

Requirements

The posting states a bachelor's degree requirement. You have 2+ years of experience in hospitality, concierge, membership, or guest relations.

You possess exceptional interpersonal and communication skills in both verbal and written forms.

You maintain a polished, professional demeanour with a genuine service mindset and pride in appearance.

You demonstrate strong administrative skills and experience using CRM or database systems.

You remain calm and resourceful when handling demanding situations and complex member requests.

You show high attention to detail and keep information confidential at all times.

You have a passion for people and delivering memorable member experiences that reflect Soho House values.

You are over the age of 18.

You can seize, grasp, turn, and hold objects by hand.

You can work on your feet for at least 8 hours.

You can occasionally kneel, bend, crouch, and climb as required.

You hold a degree, as required for this position.

Practical notes

This role is based at Mews House, 8 Lancashire Ct, London W1S 1EY.

You work under standard UK employment terms with weekly pay, including benefits such as team meals, Soho Friends membership, staff discounts, health plans, and other outlined perks.

Typical interview steps

Hiring processes usually combine a screening conversation with one or more interview rounds. Candidates can expect questions about their experience, a scenario or case, and a chance to ask their own questions. Preparation and specific examples from past work carry the most weight. Whatever the role, preparation is visible. Reviewing the company's product, the job description, and your own past work before the conversation is the strongest step.

Questions to ask

Worth asking in any interview: how the team measures success, who the role works with daily, what the onboarding looks like, and what the company is trying to achieve this year. Asking what past hires did well is a strong final question. Keep the list short and pick the questions that matter most to you.

Career growth

Careers in this field grow through a mix of experience, responsibility, and demonstrated results. Early years build skills; later years build ownership. Many professionals switch focus areas or companies to keep growing. Growth in any career comes from scope, results, and reputation. Take on work that is slightly uncomfortable, and make sure others can see the outcomes.