Chief Service Standards & Guest Experience

Sohohousecaterer; Oxford; On-site; GBP 50,000 - 80,000; Full time

Benefits offered by this job

Weekly pay

Staff meals while on shift

50% off food & drink

Private health and dental care

Life assurance

Birthday day off

Counselling sessions

Staff training programs

Monthly staff events

Staff room rate

Job summary

Soho House is seeking a Head of Standards & Service to define and embed exceptional service standards across the Club, acting as the guardian of the brand and coaching teams to deliver consistently outstanding experiences for members and guests.

Lead operational standards, develop procedures, monitor QA, and drive improvements in member satisfaction while shaping leadership capability within the team. Flexible shifts and ongoing professional development are provided.

Qualifications

• Must have 2+ years in a similar capacity.
• Thrive in fast-paced, high-volume environments; solve problems quickly under pressure.
• Hospitable, approachable and passionate about customer service.
• Demonstrate competency per training schedule and Club School.
• Able to work flexible shifts, including weekends and holidays.
• Able to take direction, work in a team and autonomously.

Responsibilities

• Own and continually evolve the Club's service standards.
• Ensure consistent delivery of luxury hospitality across member-facing areas.
• Conduct regular operational and service audits.
• Drive continuous improvement in member experience.
• Develop and implement Standard Operating Procedures.
• Monitor quality assurance and compliance.
• Coach Club Managers and Restaurant Managers.
• Develop leadership capability within operational teams.
• Identify training needs and implement development programmes.
• Build a culture of accountability and service excellence.
• Monitor guest feedback, mystery diner results and service trends.
• Lead service recovery initiatives.
• Drive improvements in member satisfaction.
• Partner with leadership to embed standards throughout the business.
• Support operational change initiatives.

Skills

Leadership

Customer service

Quality control

Audits

Coaching

Problem solving

Job description

Soho House is seeking a Head of Standards & Service to define and embed exceptional service standards across the Club, acting as the guardian of the brand and coaching teams to deliver consistently outstanding experiences for members and guests.

Lead operational standards, develop procedures, monitor QA, and drive improvements in member satisfaction while shaping leadership capability within the team. Flexible shifts and ongoing professional development are provided.