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 productive 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.

- Strong 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.

Benefits

Best Salary As per Market Standards

Food & Accommodation

Performance Incentives

📌 Cluster Operations Manager (Manali)
🏢 Keekoo
📍 Manali