Head of Standards & Service - Soho Farmhouse

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

The Role…

The Head of Standards & Service is responsible for defining, embedding and maintaining exceptional service standards across the Club. Acting as the guardian of the brand, this role ensures every member and guest receives a consistently outstanding experience by developing operational leaders, coaching teams and driving operational excellence

What's in it for you?

• Weekly Pay
• Team meal whilst on shift prepared by our chefs
• Every House Membership
• 50% off Food & Drink, 7 days a week
• Staff Room Rate; Any Bedroom, Any House, $100 a night
• Private Health and Dental Care
• Life Assurance
• Day off on your birthday
• Up to 50% Staff Discount on Cowshed & Soho Home
• In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice.
• Free Counselling Sessions
• Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate.
• Continuous training to develop yourself personally and professionally
• Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to

Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career

Key duties…

Service Excellence

• Own and continually evolve the Club's service standards.
• Ensure consistent delivery of luxury hospitality across all member-facing areas.
• Conduct regular operational and service audits.
• Drive continuous improvement in member experience.

Operational Standards

• Develop and implement Standard Operating Procedures.
• Ensure consistency in presentation, grooming and operational execution.
• Monitor quality assurance and compliance.

Leadership Development

• 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.

Member Experience

• Monitor guest feedback, mystery diner results and service trends.
• Lead service recovery initiatives.
• Drive improvements in member satisfaction.

Cross Functional Working

• Partner with the Assistant General Manager and department leaders to embed standards throughout the business.
• Support operational change initiatives.

What we are looking for...

• Minimum of 2+ years’ experience in similar capacity
• Thrive in fast-paced, high-volume environments and maintain calm, through quickly and effectively problem solving under pressure
• Must be hospitable, approachable, passionate about customer service and respectful towards colleagues and guests
• Must be able to demonstrate competency as outlined in the training schedule and Club School
• Must be able to work flexible shifts and schedules, including weekends and holidays as needed
• Ability to take direction, work in a team environment and autonomously