Cluster Operations Manager

Job Title: 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.
  

Requirements

Qualifications and Skills:

• Bachelor’s degree in Business
  Administration, Hospitality Management, or a related field (preferred).
  
• Proven experience in managing operations
  within the hospitality sector, particularly in boutique or luxury
  properties.
  
• Strong leadership, communication, and
  interpersonal skills.
  
• Excellent organizational skills with the
  ability to manage multiple priorities simultaneously.
  
• Strong financial acumen, particularly in
  budgeting, cost control, and vendor management.
  
• Ability to thrive under pressure and
  consistently meet deadlines.
  

Critical Success Factors:

• Guest Satisfaction: Continually achieve high guest
  satisfaction scores through exceptional service and property management.
  
• Systems Implementation: Establish a smooth, system -driven
  approach across all properties, minimizing operational friction and
  employee dependency.
  
• Cost Efficiency: Manage expenses effectively while
  maintaining quality, ensuring sustainable operations for the company.
  
• Team Leadership: Cultivate a motivated, well -trained, and
  engaged on -ground team that adheres to company SOPs.
  

Benefits