Title: Cluster Director Operations
About IHCL
Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asia's largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.
Careers at IHCL
At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity.
Job Objective
To provide strategic and operational leadership across a cluster of hotels within the assigned region, ensuring achievement of financial, operational, guest satisfaction, compliance, and talent development objectives. The role is responsible for driving consistent performance, operational excellence, brand standards, and stakeholder satisfaction across all managed properties
Essential Job Tasks
Operational Excellence
Monitor and drive operational performance across all assigned hotels.
Ensure adherence to brand standards, SOPs, and service quality guidelines.
Conduct periodic business reviews, hotel audits, and operational assessments.
Support hotels in resolving operational challenges and implementing best practices.
Financial Management
Deliver budgeted revenue, GOP, EBITDA, and profitability targets.
Review P&L performance and identify opportunities for revenue enhancement and cost control.
Drive productivity improvements and optimize manpower utilization.
Review and approve annual operating plans and CAPEX requirements.
Guest Experience
Monitor guest satisfaction, online reputation, and service quality metrics.
Ensure timely closure of guest complaints and implementation of service recovery initiatives.
Drive continuous improvement in customer experience across all hotels.
People Leadership
Lead, mentor, and develop General Managers and hotel leadership teams.
Drive performance management, succession planning, and talent development initiatives.
Foster a high-performance culture and strengthen employee engagement across hotels.
Support recruitment and retention strategies for key positions.
Governance & Compliance
Ensure compliance with statutory, legal, safety, and corporate governance requirements.
Monitor audit findings and ensure closure of corrective actions.
Mitigate operational and business risks through effective controls and review mechanisms.
Stakeholder Management
Maintain strong relationships with hotel owners, corporate teams, and business partners.
Conduct regular owner reviews and present operational and financial performance updates.
Align property objectives with overall business strategy and stakeholder expectations.
Change Management & Projects
Lead hotel openings, transitions, conversions, and integration projects.
Drive implementation of new systems, processes, and transformation initiatives.
Ensure timely execution of corporate strategic programs within the cluster.
Areas of Responsibility
Multi-property operational management and performance oversight.
Achievement of revenue, profitability, and budget targets across the cluster.
Guest experience and brand standards compliance.
Leadership and development of General Managers and hotel leadership teams.
Governance, statutory compliance, and risk management.
Owner and stakeholder relationship management.
Pre-opening, hotel transition, and integration projects.
Productivity improvement and cost optimization initiatives.
Talent management, succession planning, and employee engagement.
Required Qualifications
Graduate in Hotel Management, Hospitality, Business Administration, or related field.
MBA or Postgraduate qualification preferred.
15+ years of progressive hospitality operations experience.
Minimum 5 years of experience in a multi-unit, regional, area, or cluster leadership role.
Proven track record of managing multiple hotels and delivering business results.
Experience in owner relations, hotel transitions, and performance turnaround initiatives preferred.
Work Experience
15–20 years of progressive hospitality industry experience.
Minimum 5 years in a multi-unit, regional, area, or cluster operations leadership role.
Proven experience in managing multiple hotels and delivering business performance.
Strong exposure to owner relations and hotel asset management.
Experience in hotel transitions, conversions, integrations, or pre-opening projects preferred.
Languages Needed in Position
• English – Professional proficiency (written and verbal)
• Hindi – Preferred
Key Interfaces- External
Hotel Owners and Asset Managers
Government and Regulatory Authorities
Vendors and Service Partners
Industry Associations and Key Business Partners
Corporate Clients and Strategic Stakeholders
Key Interfaces- Internal
Chief Operating Officer / Head Operations
General Managers
Commercial, Sales & Marketing Teams
Revenue Management
Finance
Human Resources
Procurement & Projects
Quality & Training
IT and Technology Teams
Behavioural Competencies
Equal Opportunities Employment at IHCL
At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected.