Cluster Manager
- Zolostays
- 3 - 8 years
- Wayanad
- 1 month ago
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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: MiscellaneousFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: ZolostaysLocation(s): Wayanad
Keyskills: Hotel Operations Retail Store Operations Food And Beverage Store Operations Cluster Operations Retail Operations Restaurant Management Resort Operations
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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...
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