Cluster Operations Manager

Job Description – Operations Manager / Cluster Operations Manager

Location: Delhi NCR / Travel across properties

Experience: 5–8 years in Hospitality Operations

Industry: Hotels / Hostels / Hospitality / Travel

About the Role

This person will work closely with the founders and Area Managers to ensure that every property is operationally efficient, financially disciplined, guest-focused and consistently performing against targets.

The ideal candidate should be someone who can build systems, identify problems, control leakages and personally step in to manage a property or cluster whenever required.

Key Responsibilities

1. Property Operations

Oversee day-to-day operations across all properties.

Ensure SOPs are implemented and followed consistently.

Monitor occupancy, revenue, F&B, ancillary sales, guest experience and reviews.

Conduct regular property audits and identify operational gaps.

Ensure properties maintain required standards of cleanliness, service and maintenance.

2. Team & AM Management

Manage and monitor Area Managers and property-level teams.

Set clear operational KPIs and review performance regularly.

Train and develop AMs and Property Managers.

Ensure accountability and timely execution.

Step in and directly manage a cluster/property whenever an AM position is vacant or additional support is required.

3. Cost Control & Leakage Prevention

Closely monitor purchasing, inventory, consumption and wastage.

Identify and prevent operational leakages.

Ensure proper approval processes for purchases and expenses.

Conduct regular checks on stock, vendor billing and property expenses.

Work with finance to improve cost controls and profitability.

4. SOP & Process Building

Create, implement and continuously improve operational SOPs.

Build systems for daily reporting, audits, inventory, purchasing and property reviews.

Standardise operations across all TSS properties.

Identify recurring problems and build systems to prevent them.

5. Guest Experience

Maintain high guest satisfaction standards.

Monitor reviews and complaints across OTAs and other platforms.

Ensure guest issues are resolved quickly and professionally.

Drive improvement in ratings and guest experience.

6. Business Performance

Ensure every property is working towards its monthly targets.

Focus on revenue, F&B, ancillary sales, reviews, cost control and profitability.

Analyse property performance and take corrective action where required.

Work with the founders and AMs on improving underperforming properties.

What We Are Looking For

5–8 years of experience in hotel/hostel/hospitality operations.

Strong understanding of property-level operations.

Experience managing multiple properties or a cluster is highly preferred.

Strong knowledge of inventory, purchasing, vendor management and cost control.

Excellent people-management and leadership skills.

Strong analytical and problem-solving ability.

Extremely high ownership and accountability.

Comfortable travelling frequently across properties.

Hands-on personality — someone who is willing to get on the ground and solve problems rather than just manage from a desk.

Hospitality background is mandatory.

Key KPIs

The role will be measured on:

Property revenue performance

F&B & ancillary revenue

Occupancy and ADR

Guest reviews and ratings

Cost control and profitability

Purchase and inventory leakages

SOP compliance

Property audit scores

Team performance

Resolution of operational issues

The Ideal Candidate

We are not looking for a traditional corporate operations manager who only reviews reports.

We need someone who can build the system, manage the people, find the leakages, improve property performance and step into the field whenever required.

Someone who can look at a property and say:

“This is the problem, this is why it's happening, and this is how we're going to fix it.”

Pay: ₹50,000.00 - ₹70,000.00 per month

Application Question(s):

• How many years of experience do you have in Hospitality Operations?
• Have you managed operations across multiple properties / a cluster?
• How many properties have you managed simultaneously?

Work Location: In person