Operations Manager - Kota (Hospitality/Coliving)

Job Description

Cluster Head – Operations (Hospitality) | Kota Cluster

Company: UniLiv

Location: Kota, Rajasthan

Experience: 8–12 years

Industry Preference: Hospitality / Hotels / Managed Living

Education: IHM graduate preferred (HM / Hospitality Management)

Role Overview

The Cluster Head – Operations (Hospitality) will lead and own end-to-end operations for the UniLiv Kota cluster, overseeing multiple properties and large on-ground teams. This role is designed for a hotel-trained operations leader who understands service excellence, SOP-driven execution, manpower management, cost control, and guest/resident satisfaction at scale.

The role is comparable to a Senior Operations Manager / Resident Manager / Area Operations Head in reputed hotel chains, adapted for UniLiv’s high-density student living and hospitality-led ecosystem.

Key Responsibilities

1. Cluster Operations Ownership

• Head day-to-day operations for all UniLiv properties within the Kota cluster
• Ensure smooth functioning across accommodation, housekeeping, facilities, security, F&B coordination, and front-desk operations
• Act as the single point of accountability for operational performance, service delivery, and resident experience

2. Hospitality & Service Excellence

• Implement hotel-grade SOPs across all properties
• Maintain high standards of cleanliness, hygiene, safety, and service etiquette
• Drive consistent guest/resident experience aligned with UniLiv’s brand promise
• Handle VIP visits, inspections, audits, and escalaons professionally

3. Manpower & Team Management

• Manage large on-ground teams including:
• Property Managers
• Housekeeping & Facilities staff
• Security teams
• Front office & support staff
• Workforce planning, rostering, discipline, grooming, and performance monitoring
• Train teams on hospitality behaviour, SOPs, safety protocols, and escalation handling
• Ensure manpower continuity during attrition, leaves, or emergencies

4. Vendor & Partner Management

• Manage and evaluate vendors (housekeeping, security, maintenance, utilities, F&B partners, laundry, etc.)
• Ensure service level compliance, quality checks, and cost efficiency
• Negotiate contracts, control leakages, and ensure timely billing & coordination

5. Facilities & Maintenance Oversight

• Oversee preventive and reactive maintenance across all properties
• Ensure uptime of critical assets (electrical, plumbing, HVAC, water, fire safety, lifts, STP, etc.)
• Maintain asset registers, AMC tracking, and statutory compliance
• Coordinate with central tech/maintenance teams for system-based tracking

6. Cost Control & Budget Management

• Own cluster-level operational budgets
• Control operational expenses without compromising service quality
• Identify cost-optimization opportunities across manpower, utilities, and vendors
• Track P&L impact at the cluster level

7. Resident Experience & Escalation Handling

• Own complaint resolution quality and TAT
• Personally handle critical escalations, safety issues, and service failures
• Ensure closure validation and continuous improvement loops
• Maintain strong relationships with residents, parents, and institutional stakeholders (where applicable)

8. Reporting & Governance

• Track and report daily / weekly / monthly operational metrics
• Share insights on service gaps, manpower issues, and improvement opportunities
• Ensure SOP adherence, audit readiness, and internal compliance
• Act as a bridge between on-ground teams and central leadership

Key Skills & Competencies

• Strong hospitality operations mindset
• Hands-on leadership with large on-ground teams
• SOP-driven execution and process discipline
• Strong problem-solving and escalation management
• Cost control & operational efficiency
• Excellent communication and people-management skills
• Ability to operate in high-density, high-occupancy environments

Preferred Background

• Hotel industry experience mandatory
• Experience in 3-star / 4-star / 5-star hotels, serviced apartments, or large hospitality setups
• IHM graduate strongly preferred
• Experience as:
• Operations Manager
• Resident Manager
• Area Operations Head
• Cluster / City Operations role in hospitality or managed living
• Exposure to student housing, co-living, hostels, or large residential campuses is a plus

Why Join UniLiv

• Lead operations for one of India’s fastest-growing premium student living platforms
• Opportunity to apply hotel-grade hospitality at large scale
• High ownership role with direct impact on experience, cost, and growth
• Strong visibility with leadership and fast career progression