11 Aug
|
Important Business
|
Manali
11 Aug
Important Business
Manali
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.
- Solid 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.