Cluster Operations Manager

Job Overview:

As the Cluster Manager, you will be responsible for managing the day-to-day operations of multiple properties within our organization, ensuring that each delivers a consistent, high-quality guest experience. Your leadership will be instrumental in creating an environment where each property thrives through well-managed systems, streamlined operations, and engaged employees.

Key Responsibilities:

1. Customer Experience:

• Ensure exceptional guest experiences across all properties under your cluster.
• Innovate and implement new initiatives to elevate guest satisfaction, particularly focusing on service, food, property experience, and on-site activities.
• Address and resolve guest complaints swiftly and effectively to maintain a high level of guest satisfaction.
• Maintain a high standard of service delivery that aligns with our brand's values of personal and family wellbeing.

2. Staff Management & Team Leadership:

• Develop and enforce grooming and professional standards for all staff.
• Ensure a well-trained workforce by implementing robust training programs for each department (Housekeeping, F&B, Front Office, etc.).
• Ensure optimal staffing levels across all properties, working closely with HR to recruit and onboard new employees (managerial) as needed. Ensure on ground staff hiring & training is done effectively at your level.
• Drive staff engagement and motivation to create a healthy workplace culture where employees feel valued and productive.

3. Property Operations & Maintenance:

• Oversee daily operations, ensuring smooth functioning of all on-property activities and operations.
• Ensure restaurant sales targets are met or exceeded by working closely with F&B teams.
• Maintain high housekeeping standards, ensuring all areas are clean, organized, and guest-ready at all times.
• Implement maintenance plans to ensure the upkeep of each property's infrastructure and facilities.

4. Systems & SOPs Creation and Implementation:

• Drive the creation, customization, and continuous improvement of Standard Operating Procedures (SOPs) across all departments, including Housekeeping, F&B, Front Office, and Maintenance.
• Ensure all properties are run based on a systems-driven approach, not reliant on individuals. The goal is to standardize operational excellence, regardless of who is on duty.
• Regularly review and update SOPs to match evolving operational requirements and industry best practices.

5. Vendor Relations:

• Manage vendor relationships to ensure high-quality service delivery at the most competitive pricing.
• Regularly review vendor performance and seek opportunities to renegotiate terms, introduce alternative suppliers, or streamline procurement processes to reduce costs.

6. Financial Oversight & Expense Management:

• Monitor and manage property expenses vigilantly, ensuring efficient use of resources and minimizing wastage.
• Propose and implement cost-saving measures without compromising guest or employee experiences.
• Ensure timely, accurate financial reporting related to operational costs and contribute to financial forecasting.
• Track all expenses diligently and create weekly and monthly cost reports for central management review.

7. Performance Reporting & Feedback:

• Regularly report to senior management with property performance updates, operational challenges, and recommendations for improvement.
• Provide periodic reviews of operational performance, including feedback on guest satisfaction, staffing efficiency, and SOP implementation.

Key Responsibilities:

• Ensure exceptional guest experiences across all properties under your cluster.
• Innovate and implement new initiatives to elevate guest satisfaction, particularly focusing on service, food, property experience, and on-site activities.
• Address and resolve guest complaints swiftly and effectively to maintain a high level of guest satisfaction.
• Maintain a high standard of service delivery that aligns with our brand's values of personal and family wellbeing.
• Develop and enforce grooming and professional standards for all staff.
• Ensure a well-trained workforce by implementing robust training programs for each department (Housekeeping, F&B, Front Office, etc.).
• Ensure optimal staffing levels across all properties, working closely with HR to recruit and onboard new employees (managerial) as needed. Ensure on ground staff hiring & training is done effectively at your level.
• Drive staff engagement and motivation to create a healthy workplace culture where employees feel valued and productive.
• Oversee daily operations, ensuring smooth functioning of all on-property activities and operations.
• Ensure restaurant sales targets are met or exceeded by working closely with F&B teams.
• Maintain high housekeeping standards, ensuring all areas are clean, organized, and guest-ready at all times.
• Implement maintenance plans to ensure the upkeep of each property's infrastructure and facilities.
• Drive the creation, customization, and continuous improvement of Standard Operating Procedures (SOPs) across all departments, including Housekeeping, F&B, Front Office, and Maintenance.
• Ensure all properties are run based on a systems-driven approach, not reliant on individuals. The goal is to standardize operational excellence, regardless of who is on duty.
• Regularly review and update SOPs to match evolving operational requirements and industry best practices.
• Manage vendor relationships to ensure high-quality service delivery at the most competitive pricing.
• Regularly review vendor performance and seek opportunities to renegotiate terms, introduce alternative suppliers, or streamline procurement processes to reduce costs.
• Monitor and manage property expenses vigilantly, ensuring efficient use of resources and minimizing wastage.
• Propose and implement cost-saving measures without compromising guest or employee experiences.
• Ensure timely, accurate financial reporting related to operational costs and contribute to financial forecasting.
• Track all expenses diligently and create weekly and monthly cost reports for central management review.
• Regularly report to senior management with property performance updates, operational challenges, and recommendations for improvement.
• Provide periodic reviews of operational performance, including feedback on guest satisfaction, staffing efficiency, and SOP implementation.
• Analyse this job description and return a JSON object with the following keys: 1. eligibilityCriteria -- Markdown string. Bulleted list of must-have / nice-to-have requirements when input has them. Preserve input structure. 2. jobDescription -- Markdown string. Responsibilities and role overview. Preserve input headings and bullets. 3. yearsOfExperience -- short string (e.g. "2-4 years") or null 4. minCtc -- number or null 5. maxCtc -- number or null 6. applicationDeadline -- ISO string or null 7. companyName -- string or null 8. locations -- list of strings