Cluster Manager

About the Role

We are seeking a dynamic and highly driven Cluster Manager – Gurgaon/Pune to lead end-to-end operations, revenue performance, and team management across multiple properties within the city. The ideal candidate comes from a strong luxury hospitality background with reputed brands such as Taj Hotels, The Oberoi Group, Marriott International, or Hyatt Hotels Corporation, and is currently working at a Duty Manager / Department Manager level. The role demands strong expertise in guest experience, operational excellence, team leadership, and revenue optimization.

Key Responsibilities

1. Operations & Service Excellence

• Oversee and manage day-to-day operations across multiple properties in Pune.
• Ensure exceptional guest experiences aligned with luxury hospitality standards.
• Drive adherence to SOPs, hygiene standards, compliance protocols, and audit readiness.
• Maintain consistency in service quality and operational execution across the cluster.
• Resolve escalations efficiently while ensuring high guest satisfaction.

2. Revenue & Business Performance

• Own and drive cluster-level P&L performance.
• Maximize occupancy, ARR, yield, and overall revenue growth.
• Monitor budgets, optimize operational costs, and improve profitability metrics.
• Support local marketing initiatives, partnerships, and revenue-generation strategies.
• Analyze business performance and implement corrective action plans where required.

3. Team Leadership & Development

• Lead, mentor, and manage Property Managers and on-ground operational teams.
• Drive hiring, onboarding, training, and performance management initiatives.
• Build a high-performance, guest-centric culture across properties.
• Ensure team productivity, accountability, and employee engagement.

4. Stakeholder & Vendor Management

• Collaborate closely with internal stakeholders including Sales, Marketing, Finance, HR, and Operations teams.
• Manage vendor relationships, contracts, and service delivery standards.
• Ensure seamless coordination between corporate teams and on-ground operations.

Candidate Profile

• 5–8+ years of experience in luxury hospitality operations.
• Currently working as a Duty Manager / Department Manager with reputed hospitality brands such as: Taj Hotels, The Oberoi Group, Marriott International, Hyatt Hotels Corporation.
• Strong understanding of luxury guest experience and service standards.
• Prior exposure to P&L ownership, revenue management, and operational planning preferred.
• Excellent leadership, communication, problem-solving, and stakeholder management skills.
• Experience in managing multiple properties or large-scale operations will be an added advantage.

What We're Looking For

• Strong operational and business acumen.
• High ownership mindset with execution excellence.
• Structured thinker with strong analytical and commercial capabilities.
• Ability to build, scale, and lead high-performing teams.
• Calm, solution-oriented approach in high-pressure situations.
• Passion for hospitality and delivering elevated customer experiences.