Cluster Manager – Co-Living Operations
Job Title: Cluster Manager
Location: Delhi NCR
Experience Required: 5–8 Years
Job Summary
We are looking for a highly driven and customer-focused Cluster Manager to oversee the overall operations and performance of multiple co-living properties within an assigned cluster. The role will be responsible for ensuring excellent resident experience, maintaining premium service standards, driving occupancy and revenue targets, managing property teams, and ensuring smooth day-to-day operations.
Key Responsibilities
1. Cluster Operations Management
- Manage end-to-end operations of multiple co-living properties within the assigned cluster.
- Ensure all properties operate as per company SOPs, quality standards, and service guidelines.
- Conduct regular property audits to monitor cleanliness, maintenance, safety, and operational efficiency.
- Ensure timely resolution of operational issues and resident escalations.
2. Resident Experience & Community Management
- Drive exceptional resident experience and maintain high customer satisfaction levels.
- Monitor resident feedback, complaints, and service requests and ensure prompt resolution.
- Implement initiatives to improve resident engagement, retention, and community building.
3. Revenue & Occupancy Management
- Drive occupancy targets and support revenue optimization initiatives.
- Work closely with sales teams to ensure smooth resident acquisition, onboarding, renewals, and move-outs.
- Monitor collections, outstanding payments, and revenue performance of assigned properties.
4. Team Leadership & People Management
- Lead and manage Property Managers, Customer Support teams, Housekeeping, Security, and other on-site staff.
- Conduct regular team meetings, training sessions, and performance reviews.
- Ensure adequate manpower planning and adherence to operational standards.
5. Vendor & Facility Management
- Manage relationships with housekeeping, maintenance, security, and other service vendors.
- Ensure preventive maintenance schedules are followed and all facilities are well maintained.
- Monitor vendor performance, service quality, and cost effectiveness.
6. Audits, Compliance & Reporting
- Conduct periodic operational audits and ensure compliance with company policies, safety norms, and statutory requirements.
- Track key operational metrics and prepare daily, weekly, and monthly MIS reports.
- Identify process gaps and implement continuous improvement initiatives.
Eligibility Criteria
- Graduate or Postgraduate in Hotel Management, Hospitality, Business Administration, or related field.
- 5–8 years of experience in hospitality operations, co-living, serviced apartments, hotels, facility management, QSR, or residential operations.
- Prior experience in handling multiple properties or a cluster of operations will be preferred.
Key Skills
- Multi-Property Operations Management
- Customer Experience & Resident Relations
- Team Leadership & People Management
- Vendor & Facility Management
- Revenue & Occupancy Management
- Process Improvement & SOP Implementation
- Audit & Compliance Management
- Conflict Resolution & Problem Solving
- MIS Reporting & Analytical Skills
Key Performance Indicators (KPIs)
- Occupancy Percentage
- Resident Satisfaction (CSAT/NPS)
- Resident Retention & Renewal Rate
- Complaint Resolution TAT
- Property Audit Scores
- Revenue Collection Efficiency
- Operational Cost Control
- Team Productivity & Performance
Preferred Candidate Profile
- Strong background in premium hospitality, hotels, serviced apartments, co-living, QSR or residential community management.
- Excellent leadership, communication, and stakeholder management skills.
- Ability to manage multiple locations in a fast-paced and customer-centric environment.
- Willingness to travel frequently across properties within the assigned cluster.
Pay: ₹45,000.00 - ₹55,000.00 per month
Work Location: In person
