Operations Cluster Manager

Job Summary:

At Olive Living by Embassy, we are looking for an experienced and passionate Cluster Operations Manager to lead the day-to-day operations of multiple properties within a city. This role is responsible for ensuring smooth hotel operations, delivering consistent guest experience, maintaining strong relationships with property owners, and driving operational excellence across the cluster .

As a key leader, you will oversee property performance, asset maintenance, compliance, team management, and guest satisfaction while working closely with central HR and support teams to ensure optimal staffing, employee development, and retention.

The ideal candidate should have hands-on operations professional with strong experience in hospitality and multi-property management. You should be comfortable balancing service quality, cost efficiency, operational standards, and owner expectations in a fast-paced, high-occupancy environment.

Key Responsibilities:

Operations Leadership

• Ensure consistent brand standards, SOP adherence, and service delivery across all hotels in the city cluster.
• Drive strong guest satisfaction outcomes, including NPS and online review ratings, across properties.
• Support Area Managers/Hotel Manager in resolving operational challenges and guest escalations.
• Ensure timely service recovery and root-cause resolution of recurring guest issues.
• Implement corrective action plans and new initiatives based on audits, guest feedback, and review trends.
• Identify and drive ancillary revenue opportunities across properties, while ensuring guest experience and operational efficiency are not compromised.

Owner & Asset Management:

• Act as the single point of contact for owners across the city cluster.
• Build and sustain high-trust relationships with hotel owners through transparency and delivery.
• Present monthly operational and asset performance reviews, including guest experience and service quality trends.
• Drive decisions on CAPEX, preventive maintenance, refurbishments, and asset upkeep.
• Proactively manage owner escalations, balancing guest experience, cost, and brand standards.
• Align owner priorities with operational realities and Brand expectations, People Leadership, Manning & Retention
• Lead, mentor, and develop Hotel Managers / GMs and department heads.
• Coordinate closely with Central HR on manpower planning, hiring, onboarding, and replacements.
• Ensure optimal manning levels without compromising service quality or cost control.
• Drive staff retention initiatives, especially for frontline and supervisory roles.
• Ensure training and capability building remain a top priority across all properties, with regular refreshers and on-the-job coaching.
• Build a stable leadership bench in a high-attrition economy segment Cost Control & Financial Discipline.
• Drive cost optimization and productivity improvements across hotels.
• Monitor manpower productivity, contracts, utilities, and consumables.
• Ensure adherence to approved budgets and financial controls.
• Support Finance teams during audits and reviews.

Candidate Profile:

• 10 - 14 years of experience in the hospitality industry, with a strong foundation in hotel operations.
• Proven experience managing multiple properties or leading cluster operations.
• Prior experience as a City Operations Manager, Cluster Operations Manager, or General Manager with multi-property exposure will be an added advantage.
• Proven track record of maintaining strong NPS and online review ratings.
• Experience in economy or midscale hotels, preferably across metro cities.
• Strong people leader with a training-first mindset.
• Hands-on, proactive, and execution-driven, with the ability to solve problems quickly and maintain operational excellence.