- Budgeting

Job Description: Cluster Manager

Reporting to: Vice President of Operations

Key Responsibilities:

Operational Leadership

- Oversee day-to-day operations across all assigned properties to maintain consistency, efficiency, and service excellence.

- Implement and audit brand-standard operating procedures (SOPs) for Front Desk, Housekeeping, Maintenance, F&B Service, and Kitchen operations.

- Drive operational KPIs: occupancy, ADR, Guest experience, Reviews.

- Inter Departmental Communication: Working together with Revenue, HR, Marketing, B2B, B2C, Finance in executing Brand Standards, Brand Guidelines and PnL.

- Travel is a necessity for this Role.

Front Desk & Guest Services Oversight

- Ensure smooth guest arrival/departure experience, reservation management, and service recovery processes.

- Review guest feedback trends and support property teams in executing corrective action plans.

- Efficiency and Knowledge of Guest Management Platforms and Tools.

- Enhance check-in/check-out efficiency and digital guest engagement tools.

Housekeeping & Laundry Supervision

- Ensure all SOPs are being followed through Regular Audits.

- Ensure high standards of room cleanliness, hygiene, and turnaround times.

- Audit cleaning procedures, linen management, inventory control, and cost optimization.

- Support implementation of preventive housekeeping measures and green initiatives.

Maintenance & Engineering Management

- Oversee preventive maintenance programs across all properties.

- Ensure safety compliance, fire-life-safety protocols, energy management, and proper upkeep of infrastructure.

- Review Expenditure needs and coordinate with Corporate Engineering , Purchase Manager, Management for major repairs and upgrades.

Food & Beverage Service and Kitchen Operations

- Support F&B teams in menu planning, quality control, guest interaction, and service excellence.

- Ensure compliance with food safety standards (FSSAI, Licences or local equivalents).

- Monitor cost of goods sold, inventory, waste control, and overall F&B profitability.

- Ensure kitchen hygiene, staff training, and culinary consistency across properties.

- Regular Events and Activities at the Restaurant.

Local Liaisoning & Regulatory Compliance

- Maintain strong relationships with local government bodies, municipal authorities, tourism departments, and vendors.

- Oversee compliance with health, safety, labor, food safety, and hospitality regulations.

- Support Management in managing licenses, permits, inspections, and renewals.

Financial Management

- Monitor operational budgets, P&L statements, and cost structures for all hotels.

- Identify revenue enhancement and cost optimization opportunities.

- Drive efficient resource utilization while maintaining service standards.

Team Leadership & Development

- Mentor General Managers, Department Heads, and key operational leaders.

- Conduct regular training programs to enhance service quality, technical skills, and leadership capability.

- Build a strong culture of accountability, guest-centricity, and teamwork.

- Regularly Develop Young Talent into Future Leaders.

- Monitor through Documentation growth of Such employees across Moustache Properties.

Customer Experience & Quality Assurance

- Champion guest satisfaction initiatives and ensure timely handling of escalated guest issues.

- Conduct periodic property audits, mystery audits, and service quality evaluations.

- Implement best practices and continuous improvement programs across properties.

Strategic Initiatives & Business Growth

- Support the VPN developing and executing strategic operational plans.

- Lead rollout of new technologies, systems, SOPs, and brand enhancement projects.

- Participate in opening of new hotels: pre-opening planning, staffing, training, and operational setup.