Cluster Manager Operations

Job Description: Cluster Manager

Reporting to: Vice President of Operations

Key Responsibilities -

1. Operational 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

2. 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.

3. 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.

4. 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.

5. 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

6. 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.

7. 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.

8. 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.

9. 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.

10. 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.