General Manager-Operations -Gurugram

Placewell Careers; Gurugram District; On-site; INR 10,00,000 - 15,00,000; Full time

Job summary

A leading hospitality management firm is seeking a General Manager-Operations to oversee multi-property hotel operations in Gurugram. This role demands a strategic leader with extensive experience in optimizing performance, enhancing guest satisfaction, and ensuring compliance with brand standards. Candidates should have over 12 years of hotel operations experience and a strong record in driving revenue growth. The position offers a full-time opportunity with a competitive salary package, focusing on operational excellence and team development.

Qualifications

• 12+ years of hotel operations experience in budget/mid-scale environments.
• 5+ years in senior leadership roles with multi-property oversight.
• Track record in driving operational performance and revenue growth.

Responsibilities

• Lead operational strategy for budget and mid-scale hotels.
• Drive revenue growth, cost control, and profitability.
• Champion guest service excellence and monitor feedback.
• Support talent acquisition and retention efforts.

Skills

Leadership and team development

Financial acumen

Communication skills

Customer centricity

Education

Bachelor's degree in Hotel Management / Hospitality / Business Administration

MBA / PG Diploma in Hospitality

Job description

Job Description

General Manager-Operations, Corporate
Industry: Hospitality / Hotel (Budget & Mid-Scale)
Location: Corporate Office (with multi-property oversight)
Employment Type: Full-Time
Reporting To: Managing Director
Salary: Best in Industry (Competitive Package with Performance Incentives)

Role Summary

The General Manager Operations (Corporate) is a strategic and operational leader responsible for driving operational excellence, profitability, and consistent service delivery across all budget and mid-scale hotel properties. This role focuses on optimizing performance, enhancing guest satisfaction, building high-performing teams, and ensuring brand standards are maintained across the portfolio.

Key Responsibilities

• Operational Leadership
  • Lead and manage operational strategy for all budget and mid-scale hotel properties.
  • Standardize operations through implementation of efficient SOPs and best practices.
  • Ensure consistency in service delivery across Front Office, F&B, Housekeeping, Engineering, and Support functions.
  • Monitor key operational metrics and drive improvement initiatives to boost performance.
• Financial & Commercial Management
  • Drive revenue growth, cost control, and profitability across properties.
  • Oversee budgeting, forecasting, and P&L management in conjunction with Finance teams.
  • Analyze financial performance and implement corrective strategies to meet targets.
  • Optimize operational costs while maintaining quality and guest satisfaction.
• Guest Experience & Quality Assurance
  • Champion guest service excellence and consistent guest experiences aligned with brand promises.
  • Evaluate and monitor guest feedback, reviews, and satisfaction scores.
  • Implement quality assurance audits and corrective action plans for continuous improvement.
• People & Leadership Development
  • Lead, mentor, and support General Managers / Unit Heads across properties.
  • Build a performance-driven culture through strong leadership, training, and engagement.
  • Oversee talent acquisition, retention, performance reviews, and succession planning.
  • Facilitate continuous learning and development aligned with operational needs.
• Brand Compliance & Risk Management
  • Ensure strict adherence to brand standards, legal, safety, and regulatory requirements.
  • Monitor compliance across licenses, quality audits, internal reviews, and safety protocols.
  • Drive risk mitigation strategies in operational processes.
• Sales & Business Growth Support
  • Collaborate with corporate Sales & Marketing teams to drive occupancy, revenue mix, and market penetration.
  • Support corporate contracts, partnership deals, and local tie-ups aligned with business goals.
  • Analyze market trends and competition to strengthen position in local markets.
• Strategic Initiatives & Expansion Support
  • Support new hotel openings, pre-opening operations, and property integration.
  • Facilitate seamless launch strategies with cross-functional teams.
  • Drive innovation in service delivery and operational processes.

Candidate Profile

• Qualifications
  • Bachelor's degree in Hotel Management / Hospitality / Business Administration.
  • Preferred: MBA / PG Diploma in Hospitality or related field.
• Experience
  • 12+ years of hotel operations experience in budget/mid-scale or multi-property environments.
  • 5+ years in senior leadership roles with strong multi-property oversight.
  • Proven track record in driving operational performance, revenue growth, and process improvement.
• Key Competencies
  • Strong leadership and team development capabilities.
  • Excellent financial acumen with P&L ownership experience.
  • Sound analytical, planning, and execution skills.
  • Outstanding communication and stakeholder management skills.
  • Customer-centric mindset with focus on service excellence.

Performance Metrics (KPIs)

• Operational efficiency and SOP compliance
• Guest satisfaction ratings (online reviews / scores)
• Revenue, ADR, Occupancy, and RevPAR achievement
• Cost & expense management
• Employee engagement and retention