Head – Business Clubs

PURPOSE:

This position will be responsible for launching, managing, and expanding a network of business clubs across our premium commercial buildings. Each location features premium meeting rooms, bar and auditorium spaces for private and curated tenant events, and a full catering operation for tenants’ leased offices. The role includes oversight of the QSR "On The Go" brand (lobby food services), active management of the Auditorium in Gurgaon, and preparation for future club openings in new cities.

KEY ORGANIZATIONAL RELATIONSHIPS

Reports to

Reporting Roles:

Interacts with

• External - Members, Guests, Residents, Vendors, Consultants, Service Providers
• Internal - Functional Leaders, Department Managers, Supervisors, Staff, and Contractual Staff

KEY RESPONSIBILITIES

Drive Operational Excellence

• Lead the operational readiness, launch strategy, and ongoing management of existing and upcoming Business Clubs across locations.
• Oversee end-to-end club operations, including meeting rooms, event spaces, bar, QSR lobby offerings, and catering to tenant offices.
• Ensure seamless service delivery through cross-functional collaboration, efficient coordination, and adherence to service excellence standards.
• Implement operational KPIs, compliance systems, and service benchmarks aligned with luxury hospitality standards.
• Supervise daily member interactions, ensuring prompt and professional handling of queries, service requests, and feedback.
• Maintain accurate member profiles and engagement data through CRM systems to enhance personalization and retention.
• Oversee the dedicated Auditorium in Gurgaon, ensuring flawless execution of business events and meetings.

Applied Learning

• Analyze member feedback, operational data, and industry trends to drive service innovation and process improvements.
• Implement best practices that enhance member engagement, operational efficiency, and profitability.
• Promote a culture of continuous learning through team development initiatives, workshops, and knowledge-sharing platforms.
• Monitor and assess key performance metrics to support strategic decisions and optimize club performance.

People Management

• Lead, mentor, and develop multi-location teams, including department heads across Operations, F&B, Sales, Marketing, and Events.
• Drive a high-performance culture through structured coaching, performance reviews, and leadership development.
• Lead hiring, onboarding, and succession planning for multi-location teams, including forming and mentoring new teams in expansion cities.
• Foster a learning, collaborative, and accountable culture within all clubs.

Business & Financial Acumen

• Own the P&L for all Business Clubs, ensuring financial sustainability and growth across all revenue streams.
• Develop and implement annual sales and marketing strategies for membership, event bookings, catering contracts, and QSR operations.
• Analyze business trends, member participation data, and satisfaction scores to identify growth opportunities and optimize profitability.
• Oversee budget planning, forecasting, and capital expenditure for new club openings and operational upgrades.
• Build strong relationships with tenants, office administrators, and external partners to drive retention, acquisition, and service penetration.

Leadership

• Act as the strategic face of the Business Clubs, ensuring alignment with DLF’s vision, brand standards, and long-term business goals.
• Represent the clubs at industry forums, corporate events, and networking opportunities to enhance brand positioning.
• Drive operational readiness and multi-site management for expansion cities (e.g., Chennai and others) with full corporate support.
• Directly report to AVP/VP – Business Clubs, providing strategic insights, performance updates, and recommendations for future growth.
• Lead by example, setting benchmarks in decision-making excellence, professionalism, and member-first service philosophy.

Culture & Brand Ambassador

• Champion the brand’s hospitality values, fostering an environment of warmth, personalization, and recognition.
• Ensure consistent brand representation through all member interactions, marketing campaigns, and service touchpoints.
• Curate and promote club events, initiatives, and communication strategies that strengthen engagement and reinforce brand identity.
• Create memorable member experiences through thoughtful service gestures and proactive engagement.

Managing Legal and Compliance Practices

• Ensure adherence to all statutory, legal, and brand compliance requirements, including FSSAI, HACCP, fire, and labour regulations.
• Maintain audit readiness across all clubs, ensuring documentation accuracy and procedural compliance.
• Safeguard member confidentiality and data privacy through secure handling and compliance with company policies.
• Lead crisis management and risk mitigation efforts, ensuring operational continuity and reputation management.

Occupational Health & Safety Responsibilities

• Integrate OH&S standards into daily operations across all club locations.
• Proactively identify safety risks and ensure readiness for emergencies through training and preventive measures.
• Oversee incident reporting, investigation, and corrective action plans to maintain a safe and compliant work environment.

JOB REQUIREMENTS / HIRING PROFILE

QUALIFICATIONS

• Graduate in Hospitality, Business Administration, or related field from a recognized university.

WORK EXPERIENCE

• Minimum 12 years’ experience, with at least 5 years in senior multi-site hospitality/business club operations
• Deep expertise in P&L, sales/marketing, operations management, catering/event delivery, and QSR/lobby food services.
• Track record in launching new sites, managing large teams, and engaging senior property management or landlord stakeholders.
• Willing and able to travel and work from multiple locations, forming new teams and leading launches as required (all travel arrangements will be company-sponsored).