Lead-Hostel Operations

3 weeks ago

Gurugram, India PinnacleU Full time

Position: Hostel Operations Lead

Location: Gurgaon

Working Days: Monday- Saturday (Saturdays WFH)

Experience Required: 4-8 years

Client: Leading Business School

Preference: Candidates with prior experience of working at early-stage educational startups.

About The Organisation

Our client is a new-age business school offering industry-immersive business education where the classes are led by top industry leaders and practitioners. It is a first-of-its-kind institute where distinguished leaders from different walks of life have re-imagined business education in order to create effective business professionals for the ever-changing economy.

Role Overview:

You will lead the hostel operations team, manage key external vendors, and act as the central point of contact for all student and parent-related concerns around accommodation. You won't be getting into daily ground-level execution — you'll be driving outcomes through your team, setting standards, and ensuring seamless collaboration between departments.

Key Responsibilities:

● Own and drive the overall hostel operations strategy, from move-ins to daily services to escalations.

● Lead a team of hostel managers, support staff, and vendor coordinators to ensure smooth, student-friendly operations.

● Work closely with the Programme Director and Parent Affairs Team to align hostel policies with institutional goals.

● Act as the primary escalation point for student and parent concerns related to residential life.

● Maintain proactive, transparent communication with parents especially in sensitive or emergency situations.

● Build confidence and trust across all stakeholder groups through consistent delivery and empathetic engagement.

● Oversee all third-party vendors and partners involved in housekeeping, security, food, and maintenance.

● Review and approve SOPs, incident reports, safety checks, and compliance protocols.

● Champion a positive residential culture — inclusive, respectful, and aligned with student well-being.

● Design initiatives to gather feedback, address grievances efficiently, and continuously improve the residential experience.

● Collaborate with student councils or committees where needed to foster a collaborative campus environment.

● Present regular reports on hostel performance, grievances, service levels, and student satisfaction.

● Track KPIs and use data-driven insights to improve processes and policies.

● Maintain proper documentation and ensure regulatory compliance related to hostel facilities.

Ideal Candidate Profile:

● 4–8 years of experience in a leadership or supervisory role in hospitality, luxury housing, student co-living, or client experience.

● Exceptional communication and interpersonal skills — able to handle both student concerns and high-touch parent interactions with confidence and empathy.

● Demonstrated ability in leading teams, managing vendors, and getting things done through others.

● Strong conflict resolution, prioritization, and people management skills.

● Female candidates are strongly encouraged to apply as we strive to build a balanced and empathetic leadership team.

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