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 in office 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.