Assistant General Manager - Operations

ASSISTANT GENERAL MANAGER – OPERATIONS

Soho House Mumbai | Juhu, Mumbai

Department: Operations
Reports to: General Manager
Dotted-line reporting: Regional Director

About Soho House Mumbai

Soho House Mumbai is a private members' club bringing together a diverse community of creative people through hospitality, culture, food and drink, wellness and memorable experiences. With accommodation, restaurants, bars, member spaces, events, a cinema, gym and swimming pool, the House operates across multiple business areas, requiring a leader who understands the connection between operational excellence, commercial performance and member engagement.

The Opportunity

We are looking for an energetic, commercially minded and people-focused Assistant General Manager to partner with the General Manager in driving the overall performance of Soho House Mumbai.

The candidate may come from a strong Food & Beverage or Rooms background, but must demonstrate the ability to lead beyond their specialist discipline, work collaboratively with diverse operational leaders and understand the business as a whole.

This is an opportunity for a hands-on hospitality leader who knows Mumbai's market, builds meaningful relationships across its diverse social and business communities, identifies opportunities for revenue growth and develops teams that consistently deliver exceptional experiences.

People management and development are fundamental to success in this role. We want a leader who brings energy, enthusiasm, accountability and a genuine drive to deliver measurable business results.

Key Responsibilities

1. Business Leadership & Commercial Performance

• Partner with the General Manager to deliver the House's annual business plan, revenue objectives, EBITDA targets and operational priorities.

• Understand the financial performance of individual business areas and the wider operation, identifying opportunities to grow revenue, optimise costs and improve profitability.

• Review daily, weekly, monthly and quarterly business performance, translating data and trends into actionable plans.

• Identify new opportunities across membership, food and beverage, accommodation, private hire, events and other revenue-generating areas.

• Monitor market trends, competitor activity and emerging hospitality and lifestyle concepts across Mumbai.

• Ensure that operational initiatives are delivered within agreed budgets and timelines, with measurable outcomes.

2. Operational Excellence

• Provide visible, hands-on leadership across front-of-house and back-of-house operations, ensuring consistent service standards and effective problem-solving.

• Work closely with the House Manager and other operational leaders to ensure seamless coordination across the House.

• Understand the guest and member journey across accommodation, food and beverage, member spaces, events, facilities and other services.

• Establish clear accountability, follow up on operational priorities and drive continuous improvement.

• Support leaders in maintaining service standards, operational readiness and effective communication between departments.

• Be comfortable making decisions in a fast-paced, multifaceted environment while balancing immediate operational requirements with long-term business priorities.

3. Membership, Relationships & Mumbai Market Connectivity

• Develop a strong understanding of Soho House's membership proposition and the needs of its diverse member community.

• Build authentic relationships across Mumbai's hospitality, creative, cultural, entertainment and business communities.

• Work with Membership, Member Relations, Marketing, PR, Private Hire and Events & Programming to strengthen engagement and identify commercial opportunities.

• Support initiatives that improve member satisfaction, loyalty, retention and the overall relevance of the House within Mumbai's lifestyle landscape.

• Bring market insight, social awareness and an entrepreneurial mindset to business development and relationship-building opportunities.

4. People Leadership & Development

• Build, coach and develop a strong team of operational leaders, creating a culture of accountability, collaboration and shared success.

• Work closely with People & Development, Recruitment and Learning & Development to strengthen talent pipelines, succession planning, leadership capability and employee engagement.

• Set clear expectations and performance objectives for direct reports, conducting regular reviews and following through on development plans.

• Identify high-potential talent and create opportunities for internal progression and cross-functional development.

• Drive employee retention by building an inclusive, supportive and high-performance working environment.

• Lead by example, demonstrating the Soho House values through everyday decisions, behaviours and interactions.

5. Cross-Functional Collaboration

• Work collaboratively with Finance, People & Development, Recruitment, Learning & Development, Membership, F&B, Rooms, Marketing, PR, Events & Programming, Housekeeping, Engineering, IT and Facilities.

• Build strong working relationships with support-office and regional teams to implement business priorities, global standards and operational initiatives.

• Share information effectively, resolve interdepartmental challenges and ensure that all teams work towards common business objectives.

• Identify opportunities to improve processes, use technology effectively and introduce innovative ways of working.

6. Health, Safety & Compliance

• Ensure adherence to company policies, food safety standards, allergy procedures, security protocols and health and safety requirements.

• Maintain readiness for internal and external audits and ensure timely closure of identified actions.

• Work with Engineering, Security, Facilities and relevant leaders to maintain a safe, compliant and welcoming environment.

• Ensure applicable local authority requirements and statutory obligations are met.

Direct Reports

• House Manager

• Engineering

• IT

• Private Hire Manager

• Member Relations

• Security

The role requires close collaboration with all other operational and support-function leaders across the House.

Position Profile

Experience and background

• Strong management experience in a high-profile hotel, lifestyle hospitality business, premium restaurant group or private members' club.

• Candidates from either F&B or Rooms will be considered, provided they can demonstrate the ability to lead across multiple operational functions.

• Sound understanding of hospitality business operations, commercial performance, revenue optimisation, budgets and EBITDA.

• A strong understanding of Mumbai's hospitality landscape and an ability to build meaningful relationships across diverse industries and communities.

• Demonstrated experience in managing, engaging and developing teams.

• Experience working within complex, fast-paced operations with high service expectations.

• International hospitality experience or exposure to global service standards would be advantageous.

Leadership attributes

• Energetic, enthusiastic and proactive, with a strong bias for action and results.

• Commercially astute, with the confidence to challenge assumptions and identify opportunities.

• A hands-on leader who can influence, coach and collaborate with experienced department heads.

• Strong interpersonal, communication and stakeholder-management skills.

• Highly organised, detail-oriented and dependable.

• Comfortable working across diverse cultures, teams and business functions.

• Passionate about hospitality, service, member engagement and people development.

• Proficient in relevant operational systems; experience with Opera, Micros or equivalent platforms is advantageous.

Measures of Success

Performance will be assessed against agreed business targets and leadership objectives, including:

• Service Excellence: Mystery shopper Service Scan scores and consistent delivery of Soho House standards.

• Financial Performance: Achievement of annual and quarterly EBITDA targets, revenue objectives and cost-control measures.

• Member Retention: Achievement of agreed membership retention targets and improvement in member experience.

• Team Retention: Achievement of staff retention targets, engagement and development objectives.

• Health & Safety: Successful completion of Health & Safety audits, compliance with standards and timely closure of corrective actions.

• Operational Performance: Effective execution of business improvement plans, operational priorities and cross-functional initiatives.

• People Development: Strength of succession planning, internal progression, leadership capability and team performance.

What Success Looks Like

A successful Assistant General Manager will be a trusted business partner to the General Manager and a credible leader to the wider operational team. They will connect commercial thinking with exceptional hospitality, develop leaders who take ownership of their departments, strengthen member and team retention, and ensure that the House continues to deliver outstanding experiences while achieving its financial objectives.