Pasban - The Gatekeeper is hiring a Head of Operations: total accountability for how every Pasban hotel actually runs.

We operate nine boutique and experiential hotels today - wildlife lodges, nature and wellness retreats, and heritage properties, most of them in offbeat destinations away from the metros - and expect to reach twenty-five to thirty properties within the next eighteen months. The corporate office in Current Delhi is deliberately lean and senior; the depth sits at unit level, where each property carries its own operating team.

This role reports to the Founder and owns the operating result of the group. Unit General Managers and Operations Managers run their hotels; this role directs, supports and holds them to account. It is equally a desk role and a road role - the operating picture is formed at the properties, not from a report.

What you'll own

- Portfolio operations: direct every property through its General Manager or Operations Manager, set the reporting discipline (daily flash, weekly operating call, monthly review), and hold each unit to its occupancy, service, cost and compliance commitments
- P&L; and profit delivery: monthly unit P&L; reviews with GMs and Finance, gross operating profit against budget, and recovery actions you verify were executed
- Budgets, cost control and capex: annual operating budgets, manpower cost to revenue, F&B; cost, energy, contracts and repairs; capital expenditure and FF&E; prioritised against the return it produces
- Brand and operating standards: own the SOPs for every department, run scheduled audits and unannounced checks, and close the gaps so every Pasban hotel feels unmistakably like a Pasban hotel
- Guest experience and reputation: review score targets by property across Google, TripAdvisor and the OTAs, response and service recovery protocols, and feedback read for patterns rather than incidents
- Purchasing and supply chain: group procurement policy, annual rate contracts negotiated at portfolio scale, and reliable supply into remote properties
- Statutory,



safety and risk: every licence current - trade, FSSAI, bar and excise, fire, pollution, tourism and municipal - plus safety drills, hygiene discipline, insurance and crisis protocol
- People: staffing grids by property and season, selection panels for General Managers and department heads, training calendars and succession
- Pre-openings: the operational critical path from handover to opening, ready on the committed date and to standard from the first guest
- Owner relations: monthly performance reporting, owner meetings, and honest handling of the difficult conversations

Who we're looking for

- 12-18 years in hotel operations, including tenure as a General Manager carrying full P&L; responsibility
- Multi-property, cluster or area experience strongly preferred
- Boutique, experiential, resort or remote-location operating experience is more relevant here than large city-hotel experience alone
- Degree or diploma in Hotel Management (IHM or comparable), with genuine depth in both rooms and F&B; - not a specialist in one and a passenger in the other
- Comfortable with property management, point-of-sale, channel and reporting systems
- Appetite for the road: this role is expected to spend a substantial share of each month at the properties

Why this role

- Direct founder access. Decisions are made in days, not through committees
- The standards, cadence and controls for a thirty-hotel group are yours to set now
- Regional structures and a larger operating organisation follow the portfolio
- Hotels in places most people travel a long way to see, and teams worth building

Base location: Pasban Corporate Office, New Delhi. Scope is pan-India, across all operating properties and pre-opening projects. Travel is extensive.

Compensation is commensurate with experience and benchmarked to the seniority of the role.

Selection process: telephonic or video discussion, in-person meeting with the Founder in New Delhi, property visit, reference checks, offer.

Pasban is an equal opportunity employer. We select on capability, judgment and character.

📌 Head of Operations (New Delhi)
🏢 Pasban - The Gatekeeper
📍 New Delhi