Housekeeping & Service Manager/Lead

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.

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