Head of Standards & Service - Soho Farmhouse
Oxfordshire
Department: F&B Management
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