Lead - Hostel Operations, Governance and Resident Experience

Job description

Location : Hosur Candidate should know (speak) Tamil Responsibilities: Occupancy & Capacity Governance • Own end-to-end occupancy planning, bed allocation, consolidation and capacity utilization across all hostels. • Maintain a single source of truth for capacity, occupied beds, vacant beds, resident category and bed ownership. • Drive weekly occupancy reviews using manpower forecast, ramp-up/ramp-down plans and hostel demand projections. Data Accuracy & Reporting • Establish and govern real-time hostel dashboards for occupancy, utilization, vacancies, complaints, incidents and compliance. • Ensure reconciliation between HR data, attendance data, hostel records and billing data. • Publish weekly and monthly leadership MIS with actionable insights and exception reporting. Billing & Cost Controls • Own actual vs billed reconciliation for beds, meals and hostel services before invoice approval. • Eliminate commercial leakage arising from vacant beds, excess billing, incorrect occupancy records and cross-charging. • Drive cost optimization through occupancy improvement, consolidation and contract renegotiation. Food Operations & Consumption Management • Separate food governance from bed governance. • Implement resident-level or hostel-level meal consumption tracking. • Ensure food billing is linked to actual consumption wherever feasible. • Monitor food quality, hygiene, menu compliance, wastage and resident feedback. Contract & Vendor Governance • Maintain complete visibility of hostel contracts, lock-in periods, notice periods, deposits, SLAs and exit clauses. • Conduct Vendor QBRs and SLA reviews. • Drive hostel onboarding, renewal, renegotiation and exit governance. Hostel Consolidation & Exit Management • Lead hostel closure, consolidation and relocation projects. • Manage resident movement, asset recovery, vendor exit, billing stoppage and closure audits. • Ensure no disruption to resident experience during hostel transitions. Digitalization & Automation • Act as business owner for hostel management systems and e-Sparsh integration. • Drive automation of occupancy tracking, billing validation, meal tracking and reporting. • Define requirements, UAT, adoption and dashboard validation. Demand Planning • Convert manpower forecasts into bed demand plans by ODL, CDL, FTE, apprentices and temporary workforce. • Maintain rolling 6–12 month capacity forecasts and readiness plans. Resident Experience & Risk Management • Own grievance closure, wellbeing, safety, discipline and resident engagement programs. • Develop relocation, mixed-population and contingency plans to mitigate operational and ER risks. • Ensure consistent resident experience across company-owned and external hostels. Cross Functional Governance • Lead governance with HR, SCM, Finance, IT, Security, Admin, EHS and Operations. • Track all action items with DRI, target dates, ageing and closure evidence. • Drive audit readiness and compliance reviews through structured governance. Own end-to-end hostel operations governance including occupancy, demand planning, food, billing validation, digital systems, vendor management, reporting, cost optimization, resident experience and compliance across all company-owned and external hostel facilities. Qualifications: • Bachelor’s degree in Hospitality Management, Facility Management, Social Work, Business Administration, or any related discipline. • 12 to 15 years of experience in large-scale residential facility management, hostel/dormitory operations, hospitality operations, or employee accommodation management. • First Aid certification from St. John Ambulance Association or equivalent is preferred. • FSSAI FoSTaC certification or equivalent food safety training is preferred.