General manager - club operations

DLF Hospitality · Gurugram, India

PURPOSE

To lead end-to-end development, renovation, and operations of Lifestyle clubs within the assigned unit, ensuring world-class member experiences, profitable F& B operations, asset upkeep, and sustainable growth. The role is responsible for driving operational excellence, overseeing large-scale renovations and habitability projects, managing cross-functional teams, and strengthening membership and resident engagement across the existing club.

KEY ORGANIZATIONAL RELATIONSHIPS

Reports to: AVP – Operations

Reporting Roles:

Operations Manager, F& B Head, Engineering & Maintenance Teams, Finance/Procurement, HR, Sales, Security teams

Interacts with:

KEY RESPONSIBILITIES

Drive Operational Excellence

• Oversee day-to-day operations of a club, ensuring consistency in service standards, safety, hygiene, and brand experience.

• Support and guide Club Operations Managers in achieving operational, financial, and member satisfaction targets.

• Establish SOPs, service benchmarks, and performance dashboards across clubs.

Applied Learning

• Lead renovation and redevelopment projects, ensuring readiness for resident habitability and enhanced member usage.

• Coordinate with design, projects, and finance teams to ensure timely delivery, cost control, and quality execution.

• Oversee transition from project completion to operational readiness and member onboarding.

• Leverage strong F& B background to elevate dining concepts, menu engineering, service design, and profitability.

• Drive distinctive F& B experiences across restaurants, bars, banquets, and club events.

• Strengthen end-to-end membership experience—from acquisition and onboarding to engagement, retention, and loyalty.

People Management

• Lead and develop multi-disciplinary teams across operations, F& B, engineering, and customer relations.

• Build high-performance cultures with clear accountability, succession planning, and training pathways.

• Manage large-format club teams, ensuring engagement, capability building, and service excellence.

Business & Financial Acumen

• Own maintenance, upkeep, and lifecycle management budgets across the club portfolio, ensuring optimal utilization of capex and OPEX.

• Ensure optimal utilization of CAPEX and OPEX while maintaining premium asset standards.

• Work closely with Finance on budgeting, forecasting, cost controls, and ROI tracking.

Leadership

• Act as a key interface for resident communities and investors, ensuring alignment with club vision and service expectations.

• Lead and develop multi-disciplinary teams across operations, F& B, engineering, and maintenance.

• Build high-performance cultures with clear accountability, succession planning, training, and development programs.

• Address escalations, feedback, and governance matter with professionalism and transparency.

Compliance & Governance

• Ensure adherence to statutory norms, safety standards, licenses, and local regulations.

• Implement robust risk management, audit compliance, and asset protection practices.

• Uphold ethical operations and brand integrity across all clubs.

Occupational Health & Safety Responsibilities

• Ensure safe operations, infrastructure compliance, and emergency preparedness across clubs.

• Safeguard member, resident, and organizational data and assets.

• Promote a strong culture of safety, ethics, and preventive risk management.

JOB REQUIREMENTS / HIRING PROFILE

QUALIFICATIONS

WORK EXPERIENCE