Cluster Manager - Hospitality Industry

Cluster Manager (CLM) would be in-charge of Operations for multiple offices in a City or region and will be the point of contact between Community Team and Regional Manager/C.O.O. CLM will work closely with the team and will focus on strategy as well as be responsible for tactical implementation. Accountable for ensuring execution of SOPs through intensive continuous training and exceeding budgeted revenues and profitability .

Reporting Relationship:

Reporting to Regional Manager/ Chief Operating Officer

Primary Responsibilities (Essential Job Functions):

- Ensuring that the Community Team creates an amazing customer experience for new members so that they believe being a part of centre is the best decision they have ever made.

- Continue to build up member community with the goal of developing advocates, successful referring relationships that will be measured by a target.

- Ensure an inspiring, useful and ultimately helpful experience for members in the community so the retention is maintained at 95% utilization rate.

- Partnership and alliances with service providers to enhance members experience through benefits and preferential rates.

- Foster new relationships with entrepreneurs, freelancers, solopreneurs, small businesses, and non-profits which lead to inquiry about the products and services.

Duties or Functions:

- 100 % implementation of SOPs

- Drive the Community Team to exceed Community Members expectations

- Directly and directly responsible for alliances and partnerships and driving the revenues through alliances

- Motivate the Community team to minimize attrition. Highest standards of service delivered by Team at all levels.

- Prepare and deliver sales targets.

- Deliver exceptional customer satisfaction, encourage feedback, suggest solutions and execute improvements.

- Maintain strict Health, Safety, Cleanliness, Hygiene and Security protocols with 0% deviation

- Initiate, collaborate and manage events for member's engagement and education.

Knowledge, skills and abilities (Specific Skill Requirements)

- Excellent operations/execution skills.

- A great trainer who can lead by example

- Great team player

- Good communicator: written, in person and on the phone

- Good general business knowledge and practical understanding of marketing, management and finance/accounting

- Analytical skills to understand the business requirement and suggest productive changes when required.

Education and Experience

- Graduate. Degree is Hospitality Management preferred.

- At least 10 years of experience with minimum 3 years of experience in managing 4 or more outlets and a team of 20 or more generating an annual revenue of Rs. 12 Cr. Or more