Position Overview
We are looking for an experienced and highly polished Operations Manager to oversee the day-to-day operations of an international luxury members’ club.
The role will have end-to-end operational responsibility for Front Office, Housekeeping, Engineering/Facilities and Wellness, ensuring seamless coordination between departments and consistently delivering exceptional experiences to our HNI/UHNI members.
The ideal candidate should have strong exposure to luxury hospitality standards, operational excellence, service recovery, team leadership and membership.
Key Responsibilities
1. Overall Club Operations
- Manage and monitor the daily operations of the Club across all assigned departments.
- Ensure smooth coordination between Front Office, Housekeeping, Engineering/Facilities and Wellness.
- Establish and maintain international luxury service standards across all touchpoints.
- Conduct regular operational inspections and ensure immediate corrective action wherever required.
- Develop and implement operational SOPs, checklists and service standards.
- Monitor operational costs while maintaining the required luxury service standards.
- Ensure compliance with all applicable statutory, safety, hygiene and Club policies.
2. Front Office & Member Experience
- Ensure exceptional and personalized service for HNI/UHNI members and VIP guests.
- Monitor member arrivals, departures, requests, complaints and special arrangements.
- Ensure effective coordination between Front Office, Concierge, Butler and other departments.
- Drive service recovery and ensure member concerns are resolved promptly and professionally.
- Review member feedback and identify opportunities to improve the overall Club experience.
3. Housekeeping
- Oversee housekeeping standards across member areas, washrooms, changing rooms and operational areas.
- Ensure consistently high standards of cleanliness, hygiene, presentation and detailing.
- Conduct regular inspections and ensure corrective actions are implemented.
- Monitor housekeeping manpower, productivity, inventory and consumable costs.
4. Engineering & Facilities
- Ensure uninterrupted functioning and presentation of all Club facilities.
- Coordinate preventive and corrective maintenance.
- Monitor HVAC, electrical, plumbing, water systems, lifts, fire & life-safety systems and other critical infrastructure.
- Ensure timely closure of maintenance issues and minimize operational downtime.
- Coordinate with external vendors and contractors and monitor service quality.
5. Wellness Operations
- Oversee operational standards across Spa, Gym, Salon, Pool and Wellness services.
- Ensure consistent member service, hygiene, safety and grooming standards.
- Monitor appointment flow, service delivery and member feedback.
- Coordinate with Wellness HODs to improve productivity, service quality and member engagement.
6. Team Leadership
- Lead, mentor and develop operational teams and HODs.
- Set clear performance expectations and monitor departmental KPIs.
- Ensure appropriate manpower deployment based on member traffic and operational requirements.
- Conduct regular departmental meetings and operational reviews.
- Identify training requirements and coordinate with HR/L&D.
- Promote a culture of ownership, accountability, discipline and service excellence.
7. Vendor & Cost Management
- Manage operational vendors and service partners.
- Monitor contracts, service levels and vendor performance.
- Review operational expenses and identify opportunities for cost optimization without compromising member experience.
- Ensure proper inventory control and minimize wastage.
8. Safety, Compliance & Risk Management
- Ensure compliance with Club policies, statutory requirements and safety standards.
- Conduct regular operational and safety audits.
- Ensure emergency preparedness and appropriate response procedures.
- Coordinate with Security, HR and other departments on operational incidents.
- Maintain proper documentation and ensure timely closure of incidents.
Candidate Profile
- 10–15 years of relevant experience, preferably in luxury hospitality.
- Experience in a 5-star hotel, ultra-luxury resort, international luxury club or private members’ club.
- Strong understanding of Front Office, Housekeeping, Facilities/Engineering and Wellness operations.
- Experience managing multiple departments and large operational teams.
- Proven experience handling HNI/UHNI and highly discerning clientele.
- Strong commercial and cost-management understanding.
- Excellent communication, leadership and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Highly organized with exceptional attention to detail.
- Professional, polished and confident personality.
- Strong understanding of international luxury service standards.
Preferred Background
Candidates from international luxury hotels, premium private members’ clubs, luxury resorts or high-end hospitality brands will be preferred.
Experience in managing a multi-functional luxury operation with responsibility across Front Office, Housekeeping, Engineering/Facilities and Wellness will be a strong advantage.
Candidates from leading luxury hospitality brands such as The Ritz-Carlton, Four Seasons, St. Regis, Mandarin Oriental, Aman, Oberoi, Taj, Rosewood or equivalent luxury properties would be preferred.
