Front Office Agent – Hotel Reception

About the role

The Front Office Agent is the first point of contact for guests and members at Soho House Berlin. You will welcome visitors, manage reservations, handle enquiries and support the smooth operation of the reception area.

Key responsibilities

• Perform all check‑in and check‑out procedures.
• Manage online and phone reservations and update booking records.
• Inform guests about payment methods and verify credit‑card details.
• Register guests, collect contact information and stay dates.
• Welcome guests on arrival, assign rooms and provide information about rates and amenities.
• Respond promptly to guest complaints and liaise with housekeeping to ensure rooms are ready.
• Confirm group reservations and arrange personalised services for VIP guests and event attendees.
• Upsell additional facilities and services where appropriate.
• Work at the Membership reception, greet members by name and handle high‑volume phone lines for restaurant, roof and cinema bookings.
• Maintain accurate records of bookings and payments.

Required profile

• Professional demeanor with strong customer‑service orientation.
• Experience in hotel front‑desk or reception roles.
• Ability to handle high‑volume phone calls and multiple enquiries simultaneously.
• Excellent communication skills and attention to detail.
• Comfortable working in a fast‑paced hospitality environment.

Required skills

What we offer

• 2 paid Volunteer Days per calendar year.
• Soho Friends Membership with exclusive benefits.
• Monthly movie screenings in the in‑house cinema.
• Weekly Yoga/Pilates classes and regular workout opportunities.
• 50% discount on Cowshed products.
• Corporate discount benefits with external providers.