Deputy General Manager Operations

About goSTOPS

We're India's fastest-growing hostel chain, scaling from 30 to 100+ properties across the country. We've built hostels that travelers actually love. Youth travel in India is exploding, and we're positioned to capture it. But as we scale, we need to get smarter about pricing, sharper on distribution costs, and more disciplined with data. That's where you come in.

Role Objective

Lead end-to-end property operations for goSTOPS, driving strategy, profitability, and superior guest experience. Ensure scalable processes, high service standards, and a strong brand reputation across all units in the region or nationwide cluster.

Key Responsibility Areas

1. Operations Management

• Oversee daily operations for the branches assigned with hands-on and process-oriented supervision.
• Drive execution of SOPs for Front Office, Housekeeping, F&B, Facility Management, Security, and Maintenance.
• Conduct regular audits of guest services, hygiene protocols, and physical property upkeep.

2. Team Leadership & Development

• Recruit, lead, and mentor property heads, managers, and support staff; cultivate a collaborative, high-performance culture.
• Assess team capability gaps, implement training and professional development initiatives, and oversee performance appraisals.

3. Guest Experience Excellence

• Uphold service standards to deliver memorable, social, and safe stays for millennial and Gen Z guests.
• Respond personally to escalations, leveraging feedback solutions and online reputation platforms.
• Foster community engagement by supporting hostel-level events and local experiences, integrating the Zostel/Bloom approach.

4. Financial Stewardship

• Prepare and monitor annual budgets and forecasts; own P&L responsibility at the cluster/branch level.
• Track financial performance against KPIs; optimize costs, occupancy rates, and ancillary revenue streams.
• Implement cost-saving measures without compromising guest satisfaction or safety.

5. Sales, Marketing & Revenue Growth

• Collaborate with central teams to accelerate region-focused digital marketing, channel management, and group/corporate sales.
• Oversee MICE and group business strategies for expanding the brands reach into new market segments.
• Monitor local competition; adapt pricing, packages, and promotions.

6. Vendor & Stakeholder Relations

• Manage relationships with suppliers and service vendors for optimal procurement, timely delivery, and cost control.
• Liaise with internal stakeholders (e.g., Technology, HR, Marketing) to resolve operational challenges and drive innovation.

7. Compliance & Risk Management

• Ensure regulatory compliance (licensing, safety, legal) for all properties.
• Enforce security and sustainability measures, conducting regular assessments and implementing corrective action.

8. Technology & Process Innovation

• Maximize adoption of PMS, RMS, CRM, and guest engagement platforms to drive efficiency and enhance guest satisfaction.
• Use analytics for revenue optimization, staff resource allocation, and customer segmentation.

Qualifications Required

• Bachelors or Masters in Hospitality Management/Business Administration; MBA preferred.
• 815 years of relevant hospitality experience, including at least 4 years in multi-property/corporate roles with backpacker, budget, or lifestyle hotel chains
• Proven leadership of large, cross-functional teams in a result-driven, energetic, youth-centric environment.

Key Competencies

• Strategic, analytical, and process-driven leadership.
• Strong stakeholder management, communication, and negotiation skills.
• Expertise in cost control, budgeting, and revenue/marketing management.
• Digitally savvy with hospitality automation and online guest engagement platforms.
• High standards of integrity, commitment to service, and continuous improvement.