General Manager

Role : General Manager - Club Operations Department: Hospitality Reports to: Hospitality Head Location: Delhi Position Summary The General Manager – Club Operations will lead the end-to-end functioning of an exclusive residential club operating under a limited-membership model. The role demands strategic oversight and hands-on leadership across F&B, sports & recreation, wellness, member experience, events, administration, HR, safety & security, and overall facilities management. The ideal candidate brings strong hospitality expertise, exceptional service standards, and the ability to curate premium lifestyle experiences for a discerning member community. Key Responsibilities 1. Internal Process Perspective Oversee smooth daily operations across all departments including F&B outlets, sports & recreation, wellness, pool, spa, events lounge, concierge, and club facilities. Ensure strict adherence to SOPs, service delivery standards, hygiene protocols, and quality benchmarks. Monitor upkeep, preventive maintenance, and functionality of all equipment and facilities in coordination with engineering/maintenance teams. Implement operational workflows, audit checklists, risk-management protocols, and service quality improvement initiatives. Drive calendar planning for sports, fitness, wellness classes, tournaments, social gatherings, and member engagement activities. Oversee administrative operations such as roster planning, shift management, documentation, payroll inputs, and coordination with internal departments. Ensure full compliance with statutory, legal, health & safety, and operational regulations. Maintain incident reporting, emergency preparedness, fire safety checks, and security protocols. 2. Financial Perspective Support annual budgeting, revenue planning, and financial goal setting for club operations. Monitor cost control, P&L performance, vendor contracts, procurement cycles, and operational expenditures. Optimize revenue across F&B, events, programs, and wellness offerings through data-driven decision making. Track key financial KPIs such as revenue per member, cost per cover, average check value, food cost %, and staff productivity ratios. Maintain efficient inventory management for F&B, consumables, sports equipment, and wellness supplies. 3. Customer (Membership) Perspective Build strong relationships with members to ensure exceptional satisfaction, trust, and long-term loyalty. Act as the primary point of contact for member communication, personalized requests, concierge services, and conflict/grievance redressal. Lead the delivery of premium, personalized lifestyle experiences across dining, wellness, fitness, sports, and recreation. Ensure consistent quality of F&B, hygiene, ambiance, and service sentiment across all touchpoints. Curate member-centric programs, exclusive events, and experiential offerings tailored to the club’s luxury positioning. Monitor member feedback, conduct satisfaction surveys, and take corrective actions proactively. 4. People Perspective Lead multi-functional teams across F&B, sports, wellness, housekeeping, administration, concierge, and events. Oversee recruitment, onboarding, training, and performance management in coordination with HR. Implement continuous learning, service excellence training, grooming standards, and upskilling programs. Foster a positive, disciplined, and high-performance culture focused on premium hospitality standards. Ensure manpower planning, staffing adequacy, motivation, and retention of skilled team members. Coach and mentor department supervisors to develop leadership capabilities within the club. Candidate Profile Bachelor’s or Master’s degree in hospitality management or a related field. 10–12 years of experience in luxury club management, premium hospitality, or lifestyle operations. Proven experience in leading multi-department teams and managing a premium client/member base. Strong interpersonal, leadership, problem-solving, decision-making, and service quality skills. Ability to manage high-expectation clientele with professionalism, patience, and discretion.