Location: Bandra, Mumbai

Company: Union Living

About the Role

Union Living is looking for a General Manager – Operations to take end-to-end ownership of operations and the guest/resident experience at our Bandra property.

The property comprises 100+ co-living and student accommodation units, along with 19 short-stay/Airbnb units, creating a dynamic, customer-facing hospitality workplace.

The role will oversee the complete property operations ecosystem, including housekeeping, move-ins and move-outs, resident experience, events, maintenance, soft and hard services, preventive maintenance, and vendor management.

This is a front-facing leadership role requiring strong operational discipline, a hospitality-oriented mindset, people-management skills, and the ability to coordinate multiple teams and stakeholders. The objective is to consistently maintain 3–5-star hospitality standards, with a strong focus on service quality, cleanliness, responsiveness, and resident/guest satisfaction.

Key Responsibilities / KRAs

1. End-to-End Property Operations

- Take complete ownership of day-to-day operations across co-living, student accommodation, and short-stay/Airbnb units.
- Ensure smooth functioning of all operational verticals and seamless coordination between housekeeping, maintenance, security, front office, and support teams.
- Establish and maintain operational standards and SOPs aligned with 3–5-star hospitality benchmarks.
- Conduct regular property rounds to identify operational gaps, service issues, and areas for improvement.
- Ensure the property remains well-maintained, presentable, safe, and guest/resident-ready.

2. Resident & Guest Experience

- Act as the primary operational point of contact for residents and short-stay guests.
- Own the complete resident/guest journey, from check-in and move-in to issue resolution, move-out, and post-stay closure.
- Ensure complaints are acknowledged, tracked, and resolved within defined turnaround times (TATs).
- Handle escalations professionally while maintaining high customer satisfaction.
- Build a strong service culture focused on responsiveness, ownership, and hospitality.

3. Housekeeping & Soft Services

- Lead and manage approximately 15–20 housekeeping staff and 2 supervisors.
- Oversee daily housekeeping, cleaning schedules, common-area upkeep, room/unit readiness, and hygiene standards.
- Monitor housekeeping productivity, attendance, deployment, and quality of work.
- Conduct regular audits and quality checks across rooms, common areas, and facilities.
- Ensure adequate manpower deployment based on occupancy, move-ins, move-outs, short-stay requirements, and events.
- Manage soft services, including cleanliness, hygiene, waste management, pest control, and other property support services.

4. Short-Stay / Airbnb Operations

- Oversee operational coordination for the property's 19 short-stay/Airbnb units.
- Ensure units are guest-ready before every check-in, covering housekeeping, maintenance, amenities, and overall presentation.
- Coordinate with the dedicated short-stay/Airbnb team member to manage check-ins, check-outs, guest requests, and issue resolution.
- Monitor guest feedback and identify recurring issues affecting ratings, reviews, and satisfaction.
- Ensure efficient turnaround between check-out and the next check-in.

5. Maintenance & Hard Services





- Take ownership of facility maintenance, including electrical, plumbing, civil, HVAC, carpentry, appliances, and other building-related requirements.
- Ensure maintenance complaints are logged, prioritised, and resolved within defined timelines.
- Drive preventive maintenance schedules to minimise breakdowns and operational disruptions.
- Ensure regular inspection and maintenance of critical equipment, systems, and facilities.
- Coordinate with internal maintenance teams, technicians, and external vendors for timely resolution.
- Maintain records of maintenance activities, recurring issues, and asset/service history.

6. AMC, Vendor & Service Management

- Manage and monitor property-level Annual Maintenance Contracts (AMCs), service contracts, and external vendors.
- Ensure scheduled servicing and preventive maintenance under AMCs are completed on time.
- Evaluate vendor performance against agreed service levels and quality standards.
- Coordinate quotations, service requirements, follow-ups, and escalations.
- Ensure vendors adhere to property SOPs, safety standards, and service expectations.
- Identify opportunities to improve service quality while maintaining operational cost efficiency.

7. Move-In & Move-Out Management

- Ensure smooth and timely execution of resident move-ins and move-outs.
- Coordinate housekeeping, maintenance, and other teams to ensure unit readiness before every move-in.
- Ensure inventory, fixtures, fittings, and unit conditions are checked and documented.
- Coordinate move-out inspections and close pending maintenance, cleaning, and operational requirements.
- Maintain a structured handover process to avoid delays and resident dissatisfaction.

8. Events & Resident Engagement

- Support and oversee property-level resident events, activations, and community initiatives.
- Coordinate with the Events/Community team to ensure operational readiness before, during, and after events.
- Manage housekeeping, maintenance, manpower, vendor, and facility requirements for events.
- Ensure events are executed without disrupting regular property operations.
- Use resident feedback and engagement data to improve the overall community experience.

9. Team Leadership & People Management

- Lead the on-ground property operations team and ensure clear allocation of responsibilities.
- Manage supervisors and ensure effective delegation and follow-up across teams.
- Conduct regular team briefings, performance reviews, and operational audits.
- Build accountability and ownership within the team rather than relying solely on escalations.
- Identify training requirements and coach team members on hospitality, customer service, and operational standards.
- Ensure adherence to attendance, grooming, discipline, safety, and workplace policies.

10. Quality, SOP & Hospitality Standards

- Develop and implement property-level SOPs, checklists, and service standards.
- Conduct regular audits covering housekeeping, maintenance, guest experience,



safety, and overall property presentation.
- Ensure services are delivered in accordance with defined 3–5-star hospitality standards.
- Track recurring operational issues and implement corrective and preventive actions.
- Continuously identify opportunities to improve service quality, efficiency, and resident satisfaction.

11. Safety, Compliance & Risk Management

- Ensure compliance with property-level safety, fire, hygiene, and operational requirements.
- Coordinate regular checks of fire safety equipment, emergency systems, and critical safety infrastructure.
- Ensure incidents are documented, escalated, and closed appropriately.
- Maintain operational readiness for emergencies and unexpected breakdowns.
- Ensure all teams and vendors follow applicable safety and compliance protocols.

12. MIS, Reporting & Operational Controls

- Maintain daily, weekly, and monthly operational reports covering:
- Resident/guest complaints and resolution TAT
- Housekeeping quality and manpower
- Maintenance tickets and closure rates
- Preventive maintenance schedules
- AMC and service schedules
- Vendor performance
- Move-ins and move-outs
- Short-stay operations
- Property incidents and escalations
- Identify trends and recurring issues and present actionable solutions to management.
- Ensure operational records, checklists, and documentation are maintained accurately.

Key Success Metrics

Performance in this role will be evaluated on:

- Resident and guest satisfaction
- Complaint resolution TAT and reduction in escalations
- Housekeeping quality and property hygiene
- Unit readiness for move-ins and short-stay check-ins
- Adherence to preventive maintenance schedules
- Reduction in recurring maintenance issues
- AMC and vendor performance
- Property presentation and operational standards
- Team productivity, discipline, and manpower utilisation
- Event execution and resident experience
- Overall adherence to 3–5-star hospitality standards
- Smooth and consistent day-to-day functioning of the property

What We're Looking For

- Experience: 6–10+ years in hotel operations, hospitality, serviced apartments, premium residential, co-living, or similar customer-facing environments.
- Strong understanding of housekeeping, maintenance, facility management, and guest/resident experience.
- Prior experience managing large on-ground teams.
- Strong command of vendor and AMC management.
- Excellent communication, coordination, and people-management skills.
- A hands-on approach, with the ability to manage on-ground operations rather than work exclusively from a desk.
- Strong problem-solving and escalation-management abilities.
- High attention to detail and a robust service orientation.
- Experience with premium hospitality/service standards will be preferred.
- Candidates from reputed hotels, serviced apartments, luxury residential properties, or established hospitality brands will be preferred.

The Ideal Candidate

You are someone who can walk the property, identify a problem before a resident does, get the right team working on it, follow through until closure, and ensure the resident feels taken care of throughout the process.

You enjoy being on the ground, managing people, solving problems, and creating a consistently high-quality hospitality experience every single day.

📌 General Manager - Operations (Kurla)
🏢 Union Living
📍 Kurla