Cluster Operaitons Manager

JOB OVERVIEW

To lead and support departmental colleagues and team members across the business, to ensure tasks are allocated and manage the day-to-day practical aspects of the hotel operation in an organised, structured and professional way.

The Operations Manager leads multiple departments, optimising processes and driving profitability while maintaining high levels of service quality.

They ensure that all tasks and procedures within the property are conducted in line with statutory requirements and ensure that customer service is provided in line with the business and performance objectives of the Hotel.

                                                                                                                            

DUTIES AND RESPONSIBILITIES

Operational Management:

• Manage and coordinate all hotel departments, including Front Office, Housekeeping, Food & Beverage, Maintenance, and other operational departments.


• Ensure compliance with health, safety, and legal regulations.


• Monitor daily operations to maintain smooth functioning and resolve issues promptly.

Guest Experience:

• Maintain high standards of customer service and guest satisfaction.


• Handle guest complaints and feedback professionally, ensuring timely resolution.


• Implement initiatives to enhance guest loyalty and repeat business.

Financial & Revenue Management:

• Assist in budgeting, forecasting, and cost control measures.


• Monitor departmental expenses and implement strategies to maximise profitability.


• Assist Cluster/General Manager to optimise occupancy and ADR (Average Daily Rate).

 Leadership & Development:

• Recruit, train, and mentor department heads and teams.


• Conduct performance reviews and implement development plans.


• Foster a positive work culture and ensure compliance with HR policies.

 Quality & Brand Standards:

• Ensure all departments adhere to brand standards and operational SOPs.


• Conduct regular audits and inspections to maintain quality and consistency.


• Drive continuous improvement initiatives.

 Strategic Planning:

• Contribute to long-term operational strategies aligned with business goals.


• Identify opportunities for innovation and efficiency improvements.


• Support sustainability and corporate social responsibility initiatives.

General Operations & Team Support:

• Work flexibly across multiple areas depending on business needs.


• Support events, activations, and lifestyle programming.


• Ensure public areas remain clean, inviting, and on-brand.


• Maintain a positive, supportive, and inclusive team environment.


• Follow all hotel policies, safety procedures, and brand standards.

Other:

• While this job description is intended to be an accurate reflection of the duties involved with this position, the company reserves the right to add, remove or alter duties when business need dictates.

REQUIRED KNOWLEDGE, SKILLS & EXPERIENCE FOR THIS ROLE

             

Qualifications:

• Bachelor’s degree in hospitality management or related field (preferred).

Experience:

• Minimum 5 years of experience in hotel operations, with at least 2 years in a managerial role.


• Proven track record in managing multi-department operations including F&B

Skills:

• Passionate about hotel operations and delivering exceptional guest experiences.


• Strong leadership and people management skills.


• Excellent communication, coaching and problem-solving abilities.


• Exceptional financial acumen and understanding of hotel revenue streams.


• Knowledge of PMS, POS and operational software.


• Ability to work under pressure and adapt to changing priorities.


• Energetic, adaptable, and comfortable working in a fast‑paced, guest‑focused environment.