Cluster Manager

Role: Cluster Manager

Location: Wayanad,Kerala

Package Offered: 8 LPA - 10 LPA

Role in detail:

Daily Operations

• Oversee all properties in the cluster; ensure smooth check-ins/check-outs.
• Monitor PM performance, grooming, 3M culture, and daily huddles.

Guest Experience

• Maintain 4.7+ ratings across all OTA platforms.
• Review all complaints, guide PMs on RCA, and ensure recovery actions.
• Ensure uniform guest experience and house rules across properties.

Team Management

• Mentor PMs, FO, HK, and Kitchen teams on behaviour, grooming, and SOPs.
• Ensure professionalism, discipline, and zero tolerance for misconduct.

OTA & Digital Hygiene

• Daily check of MMT, Goibibo, Booking.com, Agoda, Airbnb & GMB.
• Ensure updated photos, descriptions, pricing, rooms, and contact details.

Financial Control

• Review and control Opex, Capex, vendor invoices, and stock consumption.
• Ensure efficient cost management without affecting guest experience.

Audits & Compliance

• Ensure PMs complete Daily/Weekly/Monthly audits.
• Physically check rooms, HK hygiene, kitchen, linen, safety equipment.
• Ensure FSSAI, fire safety, and local compliance.

Maintenance

• Track all issues in Maintenance Tracker and ensure timely closure.
• Coordinate with vendors/central team for critical repairs.

Hiring & Training

• Support PM and staff hiring; maintain optimal staffing ratios.
• Ensure new joiners are trained on SOPs, guest delight & behaviour.

Experience Execution

• Ensure all curated experiences (trek, campfire, BBQ, plantation walk) are executed with proper pricing and communication.

Reporting & Communication

• Share daily updates, review summaries, RCAs, and escalation details.
• Maintain strong coordination with COO/BU Head.

Crisis Handling

• Act immediately during incidents (guest issues, medical, safety, staff).
• Loop HR/legal for sensitive cases.

Culture Building

• Build a guest-centric, high-energy, ownership-driven team culture.
• Appreciate good work; ensure motivation & consistency.