Club Info
Where can you find a list of all of the current general club managers?
On the workplace page or one stop shop
When does the Under 27 discount apply?
On Sundays after 4pm and Mondays all day.
Also Tuesdays and Wednesdays after 10PM
What is the best Lost Property Procedure?
Post in the chat and if they do not respond in an hour send the reception manager an email.
Someone is calling to settle a bill! They tried calling many times and are annoyed. What do you do?
A. See if anyone is closing bills for the day. If they are transfer through, if they are not, Ask the reception for the day they would and let the member know someone will reach out to them then.
B. Apologize for the delay. Leave the walk out manager a note with their details. Tell them that the manager will call them back.
C. Transfer to club reception
A. B is a good answer but it doesn't give the member a time frame and the manager potentially won't see the message as they have a lot to get through. It's best to give the member the day of walk outs to call back on.
Name at least 2 benefits friends members get
Bonus: If you don't know where can you find this info?
20% off Beverage and food from Sundays to Wednesdays
Access to Hotel Bookings
Access to friends events in studios
Access to Kettner's and booking tables there
Able to apply to Soho Works
Discounts in Electric Cinema
Bonus: K drive has a PDF, but you can also ask the group!
TRUE OR FALSE:
You can use laptops at Little House Mayfair until 18:00 in the drawing room
False it's at 16:00
Which house does Luke Conner or Hanna Reid help with large table bookings?
White City House
What is the speed dial for Rooms? If you don't know where can you find this?
5652
It's on the speed dial sheet
Someone got confirmation that a lost item in the house was found but wants to check again. You are calling the house but there is no one picking up. What do you do?
A. Lie and Tell them it's there
B. Say you can't get through to lost property but you have left the team a message and that they will call them back to confirm.
C. Tell them you can't get through to lost property but you will call them back to confirm once they confirm they still have it.
C. You should try to tie up the issue and call them back. The desk may be too busy to ring them back.
What is MCG and if someone asks where can you direct them to?
Alt if you don't know where can you look?
Answer: Membership Collective Group. It's an IPO to get stocks from. the email is mcg@sohohouse.com
Alt answer: ask us but it is on the workplace group. We also have PDFs in the K drive once you have access.
Multiple Choice:
Where can members take a zoom call at White City House?
A: Stairwell with the phonecalls
B: Playroom and Snug
C: Studios
D: No where
D: No where. Because we can't allow cameras in the private areas
Multiple Choice:
A nonmember would like to book at Kettner's for the upcoming weekend. What would you do?
A: Tell them no
B: Redirect them to Cafe Boheme or Dean Street Townhouse
C: Offer Friends membership
Answer B (Though C isn't a wrong answer but sometimes people just want food and not a whole membership application which can take weeks esp when they want to book the upcoming weekend)
A member was wrongly charged at a club. Since they emailed the location and date you know that info, however what are the other 3 things you need to ask them for the general manager to look into? Also if you forget where can you find this info?
answer: Card type, last 4 digits and amount
There is a bad charged template for this.
Multiple Choice:
A member wants to have an extended guest list for the weekend but it's Tuesday. They want to bring in 5 guests. There's no special occasion they just want to get in some extra buddies. What do you do?
A: Get them in touch with the membership manager
B: Add the guest names on their profile
C: Ask them to call back an hour to when they'd like to arrive on the day.
C. We currently do not do any ext GL before the day close to time as the capacity of the house plays into that factor of whether we can allow more people in. Unless it's a special occasion like drinks reception for a wedding or something then there's no reason to escalate it to the membership manager.
TRUE OR FALSE: Can friends members staying at Red Church access Shoreditch House?
Answer: False.
They can access shoreditch house if they are staying in shoreditch house.
Multiple Choice:
When are children under 14 allowed at High Road House?
A- Everyday until 18:00
B- weekends only until 18:00
C- Never
B - weekends only until 18:00
True or False: Can we book tables for more than 12 people in our restaurants?
False: It usually goes to private hire and if there is none then you can redirect them to the nearest private hire site who can.
Someone calls asking for a manager's name you do not recognize. When you ask for their company name they mumble a random company that is not in partnership with us. What's the best way to handle this?
Answer: Tell them thank you for their interest but we are not interested in their service at the moment. Then add the details to the phishing log
Someone is upset with not getting their event request responded to. What is the best course of action?
A. Tell them to be patient that someone will respond to them later
B. Try to see if anyone is in. If they are not, check with reception who is on duty, leave them a WP message and ask the client for their contact to leave with the manager. If it's urgent message another event manager as well.
C. Message the club general manager to sort it.
B.
Who do you contact if your UC-One is not working?
servicedesk@sohohouse.com
What are the outdoor pools set temperatures?
28 Degrees
What is the largest table size that Shoreditch's top floor can accommodate? (The size that the managers have stressed that we can do only)
6pax ONLY!!
Multiple Choice:
It's a friday night at 180 house at the start of a bank holiday weekend. There are Open Table messages with warnings to let us know that they cannot take any more bookings. It's heaving. You get a call from the PA of PWK Riccardo Tisci who wants a table on the rooftop. What do you do?
A: tell them they lost they minds
B: override the code and book them in
C: let them know you will bring this to the attention of the manager who can arrange something
D: tell them that it's too full for bookings but they can walk in
Answer: C
There is an incident a member would like to report. They are upset and had a horrible time and felt unsafe in the space. They want to speak to a manager but they are not available. What do you do?
A. Take their details, post it to the chat and tell them that someone will get back to them as soon as possible.
B. Apologize, Take their feedback for the handover, tell Jess Preston.
C. Take their details, what happened and email the membership and general manager. CC in Jess Preston. Let them know you have contacted the managers and they will reach out when next available.
D. Transfer to the reception desk for them to speak to them.
C. With serious incidents it's important to include the General manager to take into account something bad happened in the club. Membership manager to reach out and apologize/discuss the issue further and CC in Jess to have a copy and keep track of the issue.
Someone calling 180 is asking about the show on the ground floor. They need help with the tickets. What's the best email to refer them to?
exhibitions@180strand.com