General Manager – Operations

Summary

We are seeking a dynamic and experienced General Manager – Operations to lead and oversee the end-to-end operational functions of our facility and to improve the hospitality experience of our elders. The role demands seamless coordination across all departments, including clinical, to ensure smooth day-to-day operations. This individual will effectively be in charge of everything that happens daily at our homes, serving as the operational backbone of the organization. From managing admissions to overseeing viewings, they will play a pivotal role in creating a consistent and high-quality experience. As a front-facing, client-communicating representative when needed, this person functions as a bridging internal workflow with external expectations.

The primary focus of this role is on Maintenance and Operations, while also ensuring seamless coordination across Administration, Security, Asset Management, and Food & Beverage Services. The ideal candidate will bring a hands-on approach to facilities management, drive operational excellence, and uphold service quality standards.

Housekeeping (HKP) & Hygiene Standards

• Oversee and ensure top-tier hygiene and cleanliness standards across the property.
• Take direct ownership of the housekeeping function, including staffing, SOPs, quality audits, and vendor management.
• Ensure compliance with health and safety regulations.
• Periodically review and upgrade hygiene protocols in line with brand and industry standards.
• Own the end-to-end client and resident welcome journey and ensure a premium first impression.
• Train teams on ground on greeting standards, admission experience, and resident need personalization.
• Address and resolve client complaints/feedback promptly to maintain satisfaction and retention.

Maintenance & Facility Operations (Primary Focus)

• Oversee preventive and reactive maintenance schedules for all infrastructure, equipment, and utilities (HVAC, electrical, plumbing, mechanical).
• Coordinate with internal engineering teams and external vendors for upkeep and breakdown support.
• Implement energy management and efficiency programs to optimize operational costs.
• Maintain safety compliance as per statutory and organizational guidelines.
• Supervise AMC contracts and vendor SLAs to ensure minimal downtime and prompt resolution.
• Conduct routine audits and inspections of the facility to proactively address wear and tear or compliance gaps.

Food & Beverage Operations

• Oversee quality, hygiene, and service standards in kitchen and dining operations.
• Coordinate with chefs, catering staff, and nutritionists (if applicable) to align with dietary and service requirements.
• Optimize food costs, reduce wastage, and ensure compliance with FSSAI and other relevant standards.
• Ensure strict adherence to F&B budgets, cost control measures, and revenue targets (if applicable).
• Monitor vendor performance, negotiate contracts, and maintain an efficient supply chain for food and kitchen supplies.
• Lead the planning, design, and operational setup of new kitchens—including layout design, equipment selection, staff hiring, and regulatory approvals.

General Administration

• Develop and implement standard operating procedures (SOPs) across operations and administrative functions.
• Oversee front office management, documentation, record-keeping, and statutory compliance.
• Manage administrative budgets, procurement, and vendor relationships.

Security & Safety

• Supervise all security arrangements, including manpower deployment, CCTV monitoring, and access control systems.
• Develop emergency response procedures and conduct safety drills periodically.
• Liaise with local authorities for law and order support, fire safety, and disaster management compliance.

Asset Management

• Ensure proper tagging, tracking, and documentation of all assets and equipment.
• Monitor asset lifecycle, maintenance history, and depreciation schedules.
• Coordinate for insurance renewals, claims, and risk mitigation planning.

Key Requirements

• Bachelor’s degree in engineering / Facility Management / Hospitality / Business Administration. MBA preferred.
• 10–15 years of proven experience in operations management, preferably in large facilities, hospitality, healthcare, or institutional environments.
• Strong technical knowledge of building systems, maintenance planning, and vendor management.
• Excellent leadership, crisis management, and team coordination skills.
• Proficient in using facility management systems and MS Office tools.
• Ability to multitask and make data-driven decisions in a dynamic work environment.

Work Environment

• On-site role with regular facility walkthroughs.
• May require extended hours during critical operations or emergencies.