Cluster Manager Operations

Job Description: Cluster ManagerReporting to: Vice President of OperationsKey Responsibilities - 1. Operational LeadershipOversee 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, ReviewsInter Departmental Communication: Working together with Revenue, HR, Marketing, B2B, B2C, Finance in executing Brand Standards, Brand Guidelines and PnLTravel is a necessity for this Role2. Front Desk & Guest Services OversightEnsure 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 ToolsEnhance check-in/check-out efficiency and digital guest engagement tools.3. Housekeeping & Laundry SupervisionEnsure all SOPs are being followed through Regular AuditsEnsure 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.4. Maintenance & Engineering ManagementOversee 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.5. Food & Beverage Service and Kitchen OperationsSupport 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 profitabilityEnsure kitchen hygiene, staff training, and culinary consistency across properties.Regular Events and Activities at the Restaurant6. Local Liaisoning & Regulatory ComplianceMaintain 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.7. Financial ManagementMonitor 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.8. Team Leadership & DevelopmentMentor 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 LeadersMonitor through Documentation growth of Such employees across Moustache Properties.9. Customer Experience & Quality AssuranceChampion 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.10. Strategic Initiatives & Business GrowthSupport 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.