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Cluster Manager @ Zolostays

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 Cluster Manager

Job Description

Job description

Role: Cluster Manager

Location: Wayanad,Kerala

Package Offered: 8 LPA - 10 LPA

Role in detail:

Daily Operations

  • Oversee all properties in the cluster; ensure smooth check-ins/check-outs.
  • Monitor PM performance, grooming, 3M culture, and daily huddles.

Guest Experience

  • Maintain 4.7+ ratings across all OTA platforms.
  • Review all complaints, guide PMs on RCA, and ensure recovery actions.
  • Ensure uniform guest experience and house rules across properties.

Team Management

  • Mentor PMs, FO, HK, and Kitchen teams on behaviour, grooming, and SOPs.
  • Ensure professionalism, discipline, and zero tolerance for misconduct.

OTA & Digital Hygiene

  • Daily check of MMT, Goibibo, Booking.com, Agoda, Airbnb & GMB.
  • Ensure updated photos, descriptions, pricing, rooms, and contact details.

Financial Control

  • Review and control Opex, Capex, vendor invoices, and stock consumption.
  • Ensure efficient cost management without affecting guest experience.

Audits & Compliance

  • Ensure PMs complete Daily/Weekly/Monthly audits.
  • Physically check rooms, HK hygiene, kitchen, linen, safety equipment.
  • Ensure FSSAI, fire safety, and local compliance.

Maintenance

  • Track all issues in Maintenance Tracker and ensure timely closure.
  • Coordinate with vendors/central team for critical repairs.

Hiring & Training

  • Support PM and staff hiring; maintain optimal staffing ratios.
  • Ensure new joiners are trained on SOPs, guest delight & behaviour.

Experience Execution

  • Ensure all curated experiences (trek, campfire, BBQ, plantation walk) are executed with proper pricing and communication.

Reporting & Communication

  • Share daily updates, review summaries, RCAs, and escalation details.
  • Maintain strong coordination with COO/BU Head.

Crisis Handling

  • Act immediately during incidents (guest issues, medical, safety, staff).
  • Loop HR/legal for sensitive cases.

Culture Building

  • Build a guest-centric, high-energy, ownership-driven team culture.
  • Appreciate good work; ensure motivation & consistency.

Job Classification

Industry: Miscellaneous
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations
Role: Operations Manager
Employement Type: Full time

Contact Details:

Company: Zolostays
Location(s): Wayanad

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Keyskills:   Hotel Operations Retail Store Operations Food And Beverage Store Operations Cluster Operations Retail Operations Restaurant Management Resort Operations

 Fraud Alert to job seekers!

₹ -11 Lacs P.A

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Zolostays

About Zolo: Zolo is India's leading co-living and managed accommodation platform, trusted by 65,000+ residents across 10+ cities. With a mission to redefine living spaces, Zolo provides hassle-free, tech-enabled, and community-driven housing solutions for students and working professionals. Over th...