Entity: MadeComfy Australia

Role Type: Team Handling Role

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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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 (Gurugram)
🏢 OYO
📍 Gurugram