Location: Maidstone / Reading / Telford/ Sheffields/ Himley
Position Summary: The Cluster Operations Manager is responsible for overseeing the day-to-day operations of multiple hotel properties within a designated cluster. This role ensures consistent service delivery, operational efficiency, and compliance with brand standards across all hotels, while driving profitability and guest satisfaction. The Cluster Operations Manager acts as the key link between property-level teams and corporate management.
Key Responsibilities
Operational Leadership
Oversee and support the daily operations of multiple hotels within the cluster.
Ensure brand standards, policies, and procedures are consistently implemented across all properties.
Monitor operational performance and implement action plans to improve efficiency.
Conduct regular site visits to evaluate property performance, guest experience, and compliance.
Guest Experience & Service Quality
Drive guest satisfaction by ensuring high-quality service delivery.
Review guest feedback and coordinate corrective actions with hotel teams.
Lead service excellence initiatives across the cluster.
Financial & Business Management
Monitor financial performance (P&L, budgets, revenue targets, and cost control).
Support hotel managers in achieving financial goals and KPIs.
Implement strategies to maximize revenue, reduce expenses, and improve profitability.
People Management & Development
Provide leadership and guidance to General Managers and Heads of Departments.
Support recruitment, training, and development of staff across the cluster.
Foster a culture of accountability, teamwork, and continuous improvement.
Compliance & Safety
Ensure compliance with legal, safety, health, and environmental regulations.
Oversee risk management, security, and emergency procedures.
Strategic Support
Work closely with senior leadership to implement corporate strategies at the property level.
Identify opportunities for operational improvements and business growth.
Prepare cluster performance reports for senior management.
Skills & Competencies
Strong leadership and multi-property management skills
Excellent financial and business acumen
Superior communication, negotiation, and interpersonal abilities
Ability to multitask and manage priorities across several properties
Strong problem-solving and decision-making skills
Customer service orientation with a results-driven mindset
Qualifications
Bachelor’s degree in Hospitality Management, Business Administration, or related field (Master’s preferred).
6–10 years of progressive hotel management experience, including multi-property or cluster management.
Proven track record in operations, revenue management, and team leadership.
Proficiency in hotel systems (PMS, POS, reporting tools) and MS Office.
Flexibility to travel frequently across properties within the cluster.