General Manager

Role Title: General Manager

Location: Hyderabad

Reporting To: Chief Operating Officer

Position Overview

The General Manager (GM) will lead all facets of operations at The Quorum Hyderabad, ensuring exceptional service delivery, financial performance, and a culture of excellence. As the unit head, the GM is accountable for the member experience, commercial performance, operational execution, and team leadership. The role requires strategic thinking, a strong sense of ownership, and the ability to translate the organization's vision into on-ground action.

Key Responsibilities

1. People Leadership & Culture

Lead and mentor Heads of Departments (HODs) and build a high-performing, service-driven team.

Instil The Quorum's culture, values, and service ethos across all functions.

Conduct regular team briefings and leadership check-ins.

Oversee performance management processes, appraisals, and succession planning.

Promote a respectful, inclusive, and safety-compliant work environment.

2. Operational Excellence

Oversee and ensure smooth daily functioning across all departments:

o F&B Service and Operations

o Front Office

o Housekeeping & Security

o Private Hire/Banqueting & Event Execution

o F&B Stores, Technology, Licensing & Liaison

Ensure SOP adherence across all departments through regular audits and quality checks.

Monitor hygiene, safety, maintenance, and member satisfaction standards.

Maintain coordination between unit-level operations and corporate support functions (HR, Finance, Membership, Marketing, Programming, Kitchen).

Ensure effective execution of programming calendars, member experiences, and community initiatives that strengthen engagement and drive repeat visits.

Monitor and improve member satisfaction scores, feedback trends, service recovery metrics, and Net Promoter Score (NPS).

Ensure seamless coordination and operational alignment across all Hyderabad business verticals and experiences.

3. Financial Performance

Drive achievement of monthly revenue and profitability targets.

Develop and manage annual budgets and departmental P&Ls.

Monitor expenditures, approve key expenses, and implement cost controls.

Maximize revenue from private hire, membership, F&B, sponsorships, and ancillary services.

Develop and execute unit-level business plans to drive revenue growth across memberships, F&B, private hire, sponsorships, and ancillary revenue streams.

Drive membership growth, retention, engagement, and utilization in partnership with the Community & Membership Sales teams.

Lead financial reviews and implement corrective actions where necessary.

4. Strategic & Cross-Functional Collaboration

Partner with corporate heads in Marketing, Programming, Membership Sales, F&B, and HR to align unit activities with broader organizational goals.

Coordinate with Sponsorship & Partnerships teams to leverage brand visibility and revenue opportunities.

Oversee member communication and grievance resolution in collaboration with the Community & Membership Sales team.

Represent the Hyderabad unit in national operations meetings and reporting.

Skills & Competencies

Leadership & Team Development

Financial Acumen & Budgeting

Operational Execution

Member-Centric Service Mindset

Crisis & Conflict Management

Strategic Planning & Execution

Stakeholder Management

Commercial Acumen

Qualifications

Graduate in Hospitality Management / Business Administration (MBA preferred).

Strong command of English, written and spoken.

Minimum 1012 years of hospitality, lifestyle club, premium membership, or service industry experience.

Proven track record of leading large teams, driving commercial performance, and delivering exceptional guest/member experiences.

Success Factors

Leads through influence and accountability.

Builds strong cross-functional relationships.

Demonstrates commercial and operational ownership.

Creates exceptional member experiences.

Develops high-performing teams and future leaders.

Maintains composure and decisiveness in a fast-paced environment.

Additional Notes

The role may occasionally require additional responsibilities as deemed necessary for the effective functioning of The Quorum. This Job Description is subject to review and revision based on evolving organizational requirements.