Senior Operations Manager

Location: Gurugram

Full-time, On-site

Compensation: ₹35,000–₹60,000 per month

Shepherds.homes is a fast-growing real estate startup offering a chance to enter the real estate industry early and make a real impact.

As a Senior Operations Manager, you will lead property operations in Gurugram, ensuring smooth day-to-day running, strong team coordination, and good maintenance standards. This role combines practical management with data-driven decision making to keep properties performing well and guests happy.

You will also help set up systems to expand our operations to other cities like Bangalore.

Key Responsibilities

Daily Operations & Property Readiness

• Own day-to-day operations across all Gurugram properties, ensuring every unit is guest‑ready at all times.
• Coordinate housekeeping, maintenance, and turnarounds with clear checklists, SLAs, and escalation paths.
• Conduct regular audits on cleanliness, safety, inventory, and brand standards.

Guest Experience & Service Delivery

• Ensure smooth check-in/check-out experiences in coordination with central teams and on-ground staff.
• Handle escalations, service recovery, and complex guest situations with calm and professionalism.
• Capture feedback and reviews, and convert insights into improvements in product and service.

OTA & Channel Execution

• Work with central teams to keep OTA listings accurate: availability, content, pricing rules, and restrictions.
• Monitor day-to-day OTA performance signals (cancellations, issues, reviews) and coordinate quick responses.
• Ensure on-ground readiness matches what is promised across booking channels and the Shepherds.homes website.

Onboarding & Launch

• Support property onboarding end to end—from first inspection and snag lists to furnishing checks, utilities, Wi‑Fi, and photography readiness.
• Standardize setup playbooks so new units launch quickly and consistently.

Data, Tools & Process Improvement

• Use dashboards, CRM, and internal tools to track occupancy, response times, service tickets, and incident patterns.
• Flag operational risks early and propose practical, cost-aware solutions.
• Help codify SOPs, city playbooks, and training content for future city launches.

People & Vendor Management

• Lead on-ground teams: supervisors, housekeeping staff, maintenance partners, and security where applicable.
• Build and manage vendor relationships for laundry, deep cleaning, repairs, consumables, and other services.
• Set expectations clearly, run regular check-ins, and maintain a culture of reliability, respect, and ownership.

• 4–8 years of experience in hospitality, short-term rentals, co-living, facilities management, or similar operations-heavy roles.
• Track record running daily operations for multiple assets, hotels, or buildings with clear KPIs.
• Exposure to OTAs, basic revenue or inventory coordination, and tech-enabled hospitality tools.
• Strong grounding in SOPs, checklists, and field execution; comfortable spending time on-site.
• Confident with data: reading dashboards, interpreting trends, and aligning teams to metrics.
• Steady communicator with guests, vendors, and internal teams; calm under pressure and service-oriented.
• Startup mindset: hands-on, resourceful, and comfortable with evolving playbooks.
• Bachelor’s degree preferred; hospitality, operations, or business disciplines an advantage.
• This role is for an operations leader who enjoys being close to the assets, the guests, and the team—and wants to help build a reliable, globally benchmarked hospitality network from the ground up in Gurugram.