The Operations Manager - Hospitality Division is responsible for end-to-end operational delivery of all future Property Management Services (PMS) projects under the Hospitality vertical. Leveraging deep expertise from branded hotel backgrounds, the role infuses sophistication, premium hospitality standards, and a resident-centric approach into residential property management. This includes overseeing concierge services, F&B offerings, events, housekeeping, guest relations, and soft services to transform residential complexes into hospitality-driven living experiences, ensuring exceptional resident satisfaction, operational excellence, contract retention, and alignment with organizational goals.
Section III: Key Responsibilities and Accountabilities
End-to-End Hospitality Operations Management
Project Delivery: Lead complete operations for assigned hospitality PMS projects from handover to steady-state, ensuring seamless integration of hotel-grade services in residential settings.
Service Standards: Implement and maintain premium hospitality standards across concierge, F&B (cafes, banquets, catering), events, housekeeping, and guest services.
System Uptime & Aesthetics: Ensure 100% uptime of hospitality-related facilities (e.g., clubhouses, gyms, lounges, F&B outlets) and uphold impeccable aesthetic and hygiene standards.
Innovation: Introduce branded hotel best practices, such as personalized resident experiences, loyalty programs, and seasonal F&B menus.
Team Leadership and Hospitality Culture Building
Team Oversight: Lead and mentor multi-disciplinary teams (concierge, F&B, housekeeping, front office) to deliver sophisticated, proactive hospitality.
Training Programs: Design and deliver hotel-standard training on guest interaction, service recovery, upselling, grooming, and SOPs tailored for residential hospitality.
Performance Management: Conduct regular appraisals, set individual goals, and foster a culture of excellence, empathy, and anticipation of resident needs.
Engagement: Organize R&R programs, team-building events, and hospitality-focused initiatives to maintain high morale and low attrition.
Resident and Guest Engagement
Resident Satisfaction: Achieve superior resident ratings (target 4.5/5+) through personalized concierge services, proactive issue resolution, and premium experiences.
Concierge Services: Oversee 24/7 concierge operations for bookings, recommendations, transport, and lifestyle services with hotel-level sophistication.
F&B Management: Manage in-house F&B outlets/events, ensuring quality, menu innovation, hygiene compliance, and profitability.
Feedback Loop: Implement structured feedback mechanisms (surveys, interactions) and drive continuous service enhancements based on insights.
Vendor and Partner Management
Vendor Coordination: Select, negotiate, and manage premium vendors for F&B supplies, event partners, concierge tie-ups, and specialized services.
SLA Enforcement: Monitor vendor performance against hotel-grade SLAs, conducting regular reviews for quality, timeliness, and cost efficiency.
Partnership Development: Build strategic alliances with branded partners (e.g., cafes, spas, fitness chains) to elevate resident lifestyle offerings.
Financial and Resource Management
Budget Control: Manage project-level budgets for hospitality operations, achieving cost efficiency while maintaining premium standards.
Revenue Generation: Identify and implement revenue opportunities through F&B, events, concierge fees, and value-added services.
Inventory & Procurement: Oversee inventory for F&B, consumables, and amenities, ensuring optimal stock levels and cost control.
Billing Accuracy: Ensure timely and accurate billing for chargeable hospitality services and coordinate with finance for collections.
Compliance, Safety, and Risk Management
Regulatory Adherence: Ensure compliance with FSSAI, fire safety, alcohol licenses (if applicable), health & hygiene standards for F&B and facilities.
Safety Protocols: Enforce zero-incident safety culture through training, audits, and emergency preparedness for hospitality areas.
Risk Mitigation: Conduct regular risk assessments for events, F&B operations, and guest interactions, implementing preventive measures.
Reporting and Continuous Improvement
MIS & Reporting: Prepare daily, weekly, and monthly reports on hospitality KPIs (occupancy, F&B revenue, satisfaction scores, event footfall).
Data Analysis: Track trends in resident preferences and operational metrics to drive innovations and efficiencies.
Best Practices Cascade: Document and share successful hospitality practices across projects for organizational learning.
Project Handover and Expansion Support
Pre-Handover Planning: Collaborate with project teams during handover to define hospitality scope, staffing, and setup requirements.
Scalability: Support rollout of new hospitality PMS projects by providing templates, SOPs, and on-ground leadership.
Brand Elevation: Position the organization as a leader in hospitality-infused property management through consistent premium delivery.
Section IV: Knowledge, Experience, and Skills
Educational Qualifications
Degree/Diploma in Hotel Management from reputed institute,
Experience
7+ years in operations with top branded hotels (e.g., Taj, Oberoi, Marriott, Hyatt), expertise in F&B, concierge, and guest relations.)
Key Competencies
Excellent client relationship management and interpersonal skills
Strong verbal and written communication skills
Proven leadership and team management abilities
Problem-solving and decision-making skills
Ability to negotiate and manage vendor contracts
Proficiency in MIS reporting and data analysis
Proactive, detail-oriented, and adaptable to dynamic environments
Section V: Key Performance Indicators (KPIs)
Resident Satisfaction: Achieve average rating of 4.5/5 or higher in hospitality services by Q4 FY26.
F&B & Event Revenue: Achieve targeted revenue and occupancy for in-house F&B and events.
Service Standards: 100% adherence to hospitality SOPs and zero critical hygiene/safety incidents.
Response Time: 95% concierge requests resolved within TAT; 98% resident complaints resolved within 24 hours.
Team Development: 100% team completion of hotel-standard training programs annually.
Cost Control: Maintain hospitality operational costs within approved budget (5%).
Contract Retention: Contribute to 100% retention through premium hospitality delivery.
Section VI: Typical Daily Tasks
Morning Briefing: Conduct team huddle to align on daily events, VIP residents, F&B preparations, and priorities.
Site Rounds: Perform walkthroughs of clubhouse, F&B areas, concierge desk, and amenities to ensure hotel-grade presentation.
Resident Interactions: Engage with residents, handle escalations, and gather feedback proactively.
Concierge Oversight: Review requests, coordinate with partners, and ensure seamless delivery.
F&B Monitoring: Check menu execution, hygiene, stock levels, and guest feedback in outlets.
Team Supervision: Provide on-floor coaching, address performance issues, and recognize excellence.
Vendor Meetings: Coordinate with suppliers/partners for deliveries and service quality.
Reporting: Update MIS, review KPIs, and prepare highlights for management.
Event Planning: Oversee ongoing or upcoming resident events for flawless execution.
Evening Debrief: Review day's performance, plan for next day, and address any pending issues.
Section VII: Self-Image Required
The Operations Manager - Hospitality Division must embody sophisticated hotel professionalism and warm hospitality that elevates the resident living experience. This includes:
Professional Appearance: Impeccable grooming and attire reflecting branded hotel standards (business formal or elegant branded uniform).
Confident Elegance: Display poise, articulate communication, and anticipatory service mindset in all interactions.
Warm Hospitality: Exude genuine empathy, personalized care, and discretion when engaging with residents and guests.
Leadership Presence: Inspire teams with visible passion for hospitality excellence and attention to detail.
Section VIII: Traits
The ideal candidate for the Operations Manager - Hospitality Division role should exhibit the following traits:
Hospitality Passion: Deep commitment to creating memorable resident experiences with sophistication and care.
Service Excellence: Obsessive attention to detail and relentless pursuit of premium standards.
Anticipatory Thinking: Proactively identifies and fulfills resident needs before they are expressed.
Composure Under Pressure: Maintains grace and effectiveness during peak periods or challenging situations.
Commercial Acumen: Balances exceptional service delivery with revenue generation and cost consciousness.
Inspirational Leader: Motivates diverse teams to deliver branded hotel-level performance in a residential setting.
Adaptable Innovator: Brings creative hospitality solutions tailored to residential communities.
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