Cluster Manager

3 days ago

Kozhikode, India Zolo Full time

Role: Cluster Manager Location: Wayanad,Kerala Package Offered: 8 LPA - 10 LPA Role in detail: Daily Operations Oversee all properties in the cluster; ensure smooth check-ins/check-outs. Monitor PM performance, grooming, 3M culture, and daily huddles. Guest Experience Maintain 4.7+ ratings across all OTA platforms. Review all complaints, guide PMs on RCA, and ensure recovery actions. Ensure uniform guest experience and house rules across properties. Team Management Mentor PMs, FO, HK, and Kitchen teams on behaviour, grooming, and SOPs. Ensure professionalism, discipline, and zero tolerance for misconduct. OTA & Digital Hygiene Daily check of MMT, Goibibo, Booking.com, Agoda, Airbnb & GMB. Ensure updated photos, descriptions, pricing, rooms, and contact details. Financial Control Review and control Opex, Capex, vendor invoices, and stock consumption. Ensure efficient cost management without affecting guest experience. Audits & Compliance Ensure PMs complete Daily/Weekly/Monthly audits. Physically check rooms, HK hygiene, kitchen, linen, safety equipment. Ensure FSSAI, fire safety, and local compliance. Maintenance Track all issues in Maintenance Tracker and ensure timely closure. Coordinate with vendors/central team for critical repairs. Hiring & Training Support PM and staff hiring; maintain optimal staffing ratios. Ensure new joiners are trained on SOPs, guest delight & behaviour. Experience Execution Ensure all curated experiences (trek, campfire, BBQ, plantation walk) are executed with proper pricing and communication. Reporting & Communication Share daily updates, review summaries, RCAs, and escalation details. Maintain strong coordination with COO/BU Head. Crisis Handling Act immediately during incidents (guest issues, medical, safety, staff). Loop HR/legal for sensitive cases. Culture Building Build a guest-centric, high-energy, ownership-driven team culture. Appreciate good work; ensure motivation & consistency.

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