Job Title: AGM Operations
Department: Ground Operations
Reports To: SGM Operations/ City Head
Location: Pune
Job Type: Full-time
Job Summary:
The AGM Operations will be responsible for end-to-end operational management of Colive properties, ensuring service excellence, timely execution of operational activities, and optimal coordination with internal departments. This role demands a hands-on leader who can drive occupancy, customer satisfaction, asset maintenance, and operational process optimization while working closely with multiple cross-functional teams including Projects, Sales, EMT, Finance, and others.
Responsibilities:
Move-In / Move-Out Management
- Ensure seamless move-ins and move-outs without operational delays.
- Coordinate with internal departments to ensure readiness of rooms and documentation.
Property Setup and Handover
- Coordinate with the Projects Team to ensure timely setup and readiness of new properties for launch.
- Ensure all handover checks are conducted per Colive's standards.
Property Visits & Audits
- Ensure timely completion of scheduled property visits and inspections.
- Work with the QA Team to address audit findings and resolve compliance gaps.
Customer Experience & Issue Resolution
- Collaborate with the Experience Manager Team (EMT) to identify root causes of repeated issues.
- Monitor and ensure timely closure of customer-raised tickets. Gather feedback on ticket resolutions.
Food Services
- Monitor food quality and service timeliness.
Occupancy & Retention
- Collaborate with the Sales Team to drive visits, check-ins, and improve occupancy levels.
- Work with the Marketing Team to organize customer engagement events that promote retention and referrals.
Billing, Finance & Collections
- Liaise with the Billing Team to ensure accurate invoicing and prompt cross-charge entries.
- Collaborate with the Finance Team to follow up on utility payments and track rent collections.
Housekeeping Management
- Coordinate with onboarding team to ensure proper deployment, replacements, and training of housekeeping staff based on operational or customer feedback.
- Ensure timely procurement and stocking of housekeeping supplies by working with Procurement department
Team Hiring & Training
- Work with the HR / Talent Acquisition Team to fulfill hiring requirements in operations.
- onboarding and refresher training of newly joined staff.
Asset & Infrastructure Management
- Maintain all physical assets of the properties; ensure preventive maintenance is in place.
- Coordinate with the ERT Team to ensure 100% uptime of safety systems including access doors and CCTV, and resolve any safety concerns promptly.
Cross-Functional Leadership
- Lead communication and collaboration with all relevant internal teams for smooth operations.
- Drive alignment, issue resolution, and shared accountability across all operational touchpoints.
Property Ratings
- All the properties should be maintained in Google reviews & ORM
Minimum Criteria:
- 10+ years of experience in hotel/ hospitality industry is a must
- Bachelor's in hotel management is minimum education required
- Large operational team handling experience is a must
