Cluster Director Operations

23 Jul 2026

Business Unit: ANK Corporate Office

Department: General Management

Job requisition ID: 18152

Description:

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

Change Championship

Collaborative Engagement

Growth Mindset

Guest Centricity

Personal Effectiveness

Process Excellence

Result Orientation

Talent Enrichment

Equal Opportunities Employment at IHCL