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Head of Standards & Service - Soho Farmhouse

Soho House & Co. · Soho Farmhouse - Chipping Norton, United Kingdom · Remote

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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