CUSTOMER EXPERIENCE DELIGHT

Lodha; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Lodha Hospitality seeks a Clubhouse Manager to oversee operations at the clubhouses and sales centre in Palava City and high-end projects. You will handle dining, kitchens, banquets, sports facilities, gym, pool, theatre, and library to deliver a world-class luxury experience.

Requires 5–7 years in luxury hospitality, 3-year diploma or hotel management degree, and proven leadership. Weekend work, budgeting, vendor management, and guest satisfaction are key.

Qualifications

• Inter-personal skills essential for guest interactions and staff coordination.
• Strong leadership and team-management capabilities.
• Customer-service focus to deliver luxury experiences.
• Excellent communication and presentation skills.
• Willing to work weekends as part of hospitality operations.

Responsibilities

• Oversee daily clubhouse operations across all facilities and staff.
• Ensure SOPs are followed and services meet luxury standards.
• Manage vendors and service providers on site.
• Improve dining service quality and ambience for members.
• Plan and execute events, promotions and activations.

Skills

Inter-personal skills

Leadership ability

Team management

Customer service orientation

Weekend availability

Communication skills

Education

Diploma/Bachelor in hotel management or hospitality

Job description

Position/Designation : Clubhouse Manager

Department : Lodha Hospitality

Cell : Lodha Hospitality

Location : Mumbai Thane

Reports To : City Head

Job Purpose

The Clubhouses Manager will oversee the operations at the clubhouses and sales centre in Palava City / High end residential project @ NCP, Wadala. He/ she will be responsible for managing all the daily clubhouse services throughout dining and kitchen areas, banquets, sports facilities, gym, spa, swimming pool, golf course, theatre, library, etc. and assuring that all are operating at world class standards and thus contribute to our goal of providing a true luxury experience. The position ensures operations exceeds the Lodha Group s customer expectations, ensuring employee satisfaction and maximizes financial performance.

Job Duties and Responsibilities

• Manage the overall operations and staffing needs for the main and cluster clubhouses in various sectors as well as the sales centre and sports facilities.
• Ensure that SOPs are in place for each area and are being followed by the team
• Manage all outsourced vendors and their staff at site
• Increase levels of food service quality and enhance overall ambiance of member/customer dining experiences.
• Help plan and approve marketing promotion activities for the Clubhouse.
• Attend city management meetings and ensure integration and coordination of all social events.
• Assist in planning and implementing procedures for special club events and banquet functions.
• Keep operations team focused on the critical components of operations to drive customer satisfaction and the desired financial results.
• Ensure that all operational areas have an atmosphere that is conducive to the overall customer experience.
• Address member and guest complaints and ensure that appropriate corrective actions are taken.
• Develop new and innovative ways in which to stimulate member activities and participation in Club events.
• Ensures that monthly/annual targets for new external memberships and chargeable facilities like golf course, cricket pitch and football ground are met
• Maintains appearance, upkeep and cleanliness of all food and beverage equipment and facilities.
• Interview, select, train, supervise, counsel and discipline all service employees in the clubhouses and sales centre.
• Ensure a safe working environment for all employees.
• Approves all vendor invoices before submitting to the accounting department.
• Review financial reports and statements to determine how Operations is performing against budgets
• Strive to improve service performance.
• Communicate a clear and consistent message regarding operational goals to produce desired results on a continuous basis.
• Tours clubhouses and sales centre on a daily basis speaking with employees, customers and residents to understand needs and assess operational opportunities.
• Financial Management - capable of operating within the constraints of the budget and providing timely reporting of financial performance
• Maintain complete knowledge about Associations Rules Regulations.
• Annual Budget preparation - Prepare annual budget for staffing and operating expense. Propose items to be included in annual Capital Plan
• Develop systems and procedures that achieve higher cost efficiency and customer satisfaction
• Demonstrates urgency in response and handling of customer problems and complaints
• Strive to improve service performance. To manage the site operations - F B service, front-desk, cleanliness, maintenance upkeep of the lobby areas by checking the site on a daily basis
• To ensure F B service for cold towel/tissue presentation is done in 1 minute of the guest arrival, mineral water replenishment and speedy service in all areas including the meeting rooms
• To take a round of the entire sales office and sample flat in the Morning before the operations start to check if there are any H/K, admin related flaws and ensure to inform admin about any technical issues
• To take a morning briefing before the operations start with the security team, valet, F B team to discuss daily appointments
• To provide a list of appointments to the Security and F B team before the start of operations
• Check if Valet and Doorman are at their designated places before the customer appointment
• To give proper attention to the grooming of self and - F B, valet, doorman, housekeeping, CED and anyone else who comes in contact with the customer
• Manage and supervise the team - Roster, behavioural issues, coordination, communication, training discipline
• Check on the teams work, responsibilities and their performance on a timely basis.
• Be Innovative and give ideas/suggestions in enhancing customer experience, budgeting, process, maintenance upkeep
• Ensure to be Punctual, courteous, helpful, team-player, cheerful, and to all maintain discipline in all guest areas and ethical behaviour
• Ensure that SOPs are in place for each area and are being followed by the team
• Manage all outsourced vendors and their staff at site
• Increase levels of food service quality and enhance overall ambiance of member/customer experiences
• Assist in planning and implementing procedures for special events and functions held at the sales centre or alternate venue
• Keep operations team focused on the critical components of operations to drive customer satisfaction and the desired financial results
• Ensure that all operational areas have an atmosphere that is conducive to the overall customer experience
• Address member and guest complaints and ensure that appropriate corrective actions are taken
• Maintains appearance, upkeep and cleanliness of all food and beverage equipment and facilities
• Interview, select, train, supervise, counsel and discipline all service employees in the sales centre
• Ensure a safe working environment for all employees
• Approves all vendor invoices before submitting to the accounting department
• Review financial reports and statements to determine how Operations is performing against budgets
• Coordinates with internal Lodha Group and Palava City Management Association departments like Art and
• Culture, Design, Procurement, MIS, Security, MEP etc. for maintenance of the clubhouses
• Plans in coordination with Art and Culture a monthly Activities calendar for resident engagement and implements the same
• Life Safety/Loss Prevention - the consistent implementation of high standards for all aspects of life safety, loss prevention, unit owner identity and privacy protection
• Security and safety of all residents and associates
• Strive to improve service performance
• Communicate a clear and consistent message regarding operational goals to produce desired results
• Visit sales centre on a daily basis speaking with employees, customers and residents to understand needs and assess operational opportunities
• Financial Management - capable of operating within the constraints of the budget and providing timely reporting of financial performance
• Maintain complete knowledge about company s procedures, policies, Rules Regulations
• Annual Budget preparation - Prepare annual budget for staffing and operating expense. Propose items to be included in annual Capital Plan
• Develop systems and procedures that achieve higher cost efficiency and customer satisfaction
• Demonstrates urgency in response and handling of customer problems and complaints
• Strive to improve service performance
• Coordinates with internal Lodha Group and departments like Design, Procurement, Security, MEP etc. for maintenance of the sales centre

Interactions

Internal Interactions

• PCMA Team
• Sales Team based at the Site Sales Office
• HR
• Central Procurement
• Sales Centre Head
• Marketing

External Interactions

• Potential Customers
• Palava Residents
• Vendors
• Liaison with local authorities as required with Lodha corporate assistance

Job Requirements

Educational Qualification

• 3-year diploma / bachelor s in hotel management in hospitality/tourism/hotel management or equivalent

Work Experience

• 5-7 years working experience as Manager or deputy Manager managing a team
• Working experience in luxury hotels, Taj/Oberoi/Hyatt preferably

Special Requirements

• Key Competencies:
• Inter-personal skills
• Technology ability - Emails, Presentations
• Ability to lead a team and direct them
• Highly motivated and self-starter
• Willing to work over weekends
• Team player