Entity: MadeComfy Australia

Reporting To: Head of Operations – MadeComfy

Work Timings: 4:00 AM – 1:00 PM IST

During Australian Daylight Saving Time, the shift will start at 3:00 AM IST.

Location: Gurugram, India – Supporting MadeComfy Australia Operations

Role Purpose The Housekeeping & Service Manager will be responsible for driving housekeeping quality,

vendor performance, operational excellence, and guest experience across an assigned portfolio/region. The role will ensure consistent service delivery, timely task closure, cost efficiency, and adherence to OYO's operational standards.

Key Responsibilities

1. Housekeeping & Vendor Management

• Manage, onboard, and evaluate housekeeping vendors to ensure quality and SLA adherence.
- Drive vendor accountability through performance scorecards, audits, and corrective actions.
- Negotiate commercials and optimise vendor costs while maintaining service quality.
- Drive homeowner/property signing through referrals within the assigned vendor portfolio.

1. Property Quality & Guest Experience

• Own cleanliness standards, cleanliness ratings, and overall property quality across the portfolio.
- Analyse guest feedback, OTA ratings, and complaints to identify and address recurring issues.
- Drive improvements in check-in experience and overall guest satisfaction.
- Ensure consistent adherence to housekeeping and service SOPs.

1. Operational Excellence

• Ensure completion of operational tasks within the defined 48-hour SLA and drive timely resolution of ageing tasks.




- Coordinate with internal teams and vendors to remove operational bottlenecks and escalations.
- Ensure successful property launches, operational readiness, and timely onsite setup.
- Maintain effective reporting, audits, and operational governance.

1. Key, Supplies & Property Readiness

• Manage end-to-end key control and property access processes to ensure secure and seamless check-ins.
- Oversee procurement and timely availability of housekeeping and operational supplies.
- Conduct regular property inspections and ensure identified gaps are closed within defined timelines.
- Ensure properties consistently remain guest-ready and operationally compliant.

1. Cost & Margin Improvement

• Identify opportunities to optimise housekeeping and operational costs without impacting guest experience.
- Drive margin improvement through vendor management, process efficiencies, and wastage reduction.
- Track portfolio cost and margin performance against defined targets.
- Partner with Finance and Operations teams to implement sustainable cost controls.

1. Continuous Improvement & Compliance

• Identify opportunities to improve operational processes, tools, resources, and service delivery.
- Ensure consistent implementation of operational policies, SOPs, and quality standards.
- Use operational data, audits, and guest feedback to drive corrective and preventive actions.
- Continuously improve portfolio performance, service quality, and operational efficiency

📌 Housekeeping & Service Manager/Lead (Gurugram)
🏢 OYO
📍 Gurugram