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:
Customer Experience:
Ensure exceptional guest experiences across
all properties under your cluster.
Innovate and implement current 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.
Staff Management &
Team Leadership:
Develop and enforce grooming and
qualified 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.
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.
Systems & SOPs
Creati