Moustachescapes - Cluster Manager Operations

Team Leadership- KPI Monitoring- P&L Management- Cross-Functional Collaboration- Operations Management- SOP Development- Resource Allocation- BudgetingJob Description: Cluster ManagerReporting to: Vice President of OperationsKey Leadership- Oversee day-to-day operations across all assigned properties to maintain consistency, efficiency, and service excellence.- Implement and audit brand-standard operating procedures (SOPs) for Front Desk, Housekeeping, Maintenance, F&B Service, and Kitchen operations.- Drive operational KPIs: occupancy, ADR, Guest experience, Reviews.- Inter Departmental Communication: Working together with Revenue, HR, Marketing, B2B, B2C, Finance in executing Brand Standards, Brand Guidelines and PnL.- Travel is a necessity for this Role.Front Desk & Guest Services Oversight- Ensure smooth guest arrival/departure experience, reservation management, and service recovery processes.- Review guest feedback trends and support property teams in executing corrective action plans.- Efficiency and Knowledge of Guest Management Platforms and Tools.- Enhance check-in/check-out efficiency and digital guest engagement tools.Housekeeping & Laundry Supervision- Ensure all SOPs are being followed through Regular Audits.- Ensure high standards of room cleanliness, hygiene, and turnaround times.- Audit cleaning procedures, linen management, inventory control, and cost optimization.- Support implementation of preventive housekeeping measures and green initiatives.Maintenance & Engineering Management- Oversee preventive maintenance programs across all properties.- Ensure safety compliance, fire-life-safety protocols, energy management, and proper upkeep of infrastructure.- Review Expenditure needs and coordinate with Corporate Engineering , Purchase Manager, Management for major repairs and upgrades.Food & Beverage Service and Kitchen Operations- Support F&B teams in menu planning, quality control, guest interaction, and service excellence.- Ensure compliance with food safety standards (FSSAI, Licences or local equivalents).- Monitor cost of goods sold, inventory, waste control, and overall F&B profitability.- Ensure kitchen hygiene, staff training, and culinary consistency across properties.- Regular Events and Activities at the Restaurant.Local Liaisoning & Regulatory Compliance- Maintain strong relationships with local government bodies, municipal authorities, tourism departments, and vendors.- Oversee compliance with health, safety, labor, food safety, and hospitality regulations.- Support Management in managing licenses, permits, inspections, and renewals.Financial Management- Monitor operational budgets, P&L statements, and cost structures for all hotels.- Identify revenue enhancement and cost optimization opportunities.- Drive efficient resource utilization while maintaining service standards.Team Leadership & Development- Mentor General Managers, Department Heads, and key operational leaders.- Conduct regular training programs to enhance service quality, technical skills, and leadership capability.- Build a strong culture of accountability, guest-centricity, and teamwork.- Regularly Develop Young Talent into Future Leaders.- Monitor through Documentation growth of Such employees across Moustache Properties.Customer Experience & Quality Assurance- Champion guest satisfaction initiatives and ensure timely handling of escalated guest issues.- Conduct periodic property audits, mystery audits, and service quality evaluations.- Implement best practices and continuous improvement programs across properties.Strategic Initiatives & Business Growth- Support the VPN developing and executing strategic operational plans.- Lead rollout of new technologies, systems, SOPs, and brand enhancement projects.- Participate in opening of new hotels: pre-opening planning, staffing, training, and operational setup. (ref:iimjobs.com)