Cluster Manager- Guest Experience

Role Overview:The Cluster Manager – Guest Relations is responsible for overseeing guest experience across multiple properties within the assigned cluster. This role ensures high service standards, handles escalations, and drives guest satisfaction, retention, and brand loyalty.

Key Responsibilities

Manage and oversee guest relations operations across multiple properties in the clusterEnsure a consistent and high-quality guest experience at all locationsHandle and resolve guest complaints and escalations in a timely and professional mannerMonitor guest feedback, reviews, and ratings across platforms and implement improvement plansTrain and guide on-ground teams on guest handling, service standards, and communicationCoordinate with housekeeping, operations, and maintenance teams to ensure seamless service deliveryDevelop and implement SOPs for guest experience and service excellenceConduct regular property visits and audits to maintain service qualityMaintain strong customer relationships and ensure repeat businessAnalyze guest data and feedback to identify trends and areas of improvementEnsure adherence to company policies and service benchmarksKey Skills & Competencies:Strong communication and interpersonal skillsExcellent problem-solving and conflict resolution abilitiesLeadership and team management skillsHigh level of empathy and customer-centric approachAbility to handle pressure and manage multiple propertiesGood organizational and coordination skillsRising a bike is a mustQualifications & Experience:Bachelor’s degree in Hospitality, Business Administration, or related field3–6 years of experience in guest relations / hospitality / customer experiencePrior experience in handling multiple properties or teams is preferred Management, Business Administration, or a related field is beneficial.