Cluster Manager

Sandhouse Hospitality; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Sandhouse Hospitality is seeking an Operational Excellence professional to oversee seven core areas across its Gurugram outlets. You will ensure SOP compliance, drive daily checklists, manage stock and wastage, and monitor profitability.

You will lead sales growth, people management, customer experience, food safety, inventory control, and reporting, coordinating with QA, HR, SCM, and Marketing to deliver consistent outlet performance.

Responsibilities

• Ensure all assigned outlets operate as per SOPs.
• Daily checklist completion and closure of deviations.
• Ensure timely opening and closing of outlets.
• Ensure stock availability and wastage control.
• Achieve monthly sales targets for outlets.
• Analyse daily sales reports, peak-hour trends, and improve upselling.
• Maintain outlet staff roster with proper shift planning.
• Train and upskill outlet teams (product knowledge, soft skills, hygiene).
• Conduct weekly team meetings and review performance.
• Ensure customer satisfaction by monitoring the SOP being followed.
• Handle escalations and resolve customer issues within 24 hours.
• Ensure 100% compliance in FSSAI norms.
• Conduct weekly internal hygiene audits and close gaps.
• Coordinate with QA team on audit readiness and corrections.
• Monitor consumption, wastage, and variance reports.
• Ensure timely indenting and GRN entry in the system.
• Track P&L of both outlets and optimize expenses.
• Submit daily, weekly, and monthly reports to Area Manager/Operations Head.
• Update on staff issues, outlet requirements, and incidents.
• Coordinate with HR, Training, SCM, and Marketing teams.

Job description

1. Operational Excellence

• Ensure all assigned outlets operate as per SOPs.
• Daily checklist completion and closure of deviations.
• Ensure timely opening and closing of outlets.
• Ensure stock availability and wastage control.

2. Sales & Revenue Growth

• Achieve monthly sales targets for outlets.
• Analyse daily sales reports, peak-hour trends, and improve upselling.

3. People Management

• Maintain outlet staff roster with proper shift planning.
• Train and upskill outlet teams (product knowledge, soft skills, hygiene).
• Conduct weekly team meetings and review performance.

4. Customer Experience

• Ensure customer satisfaction by monitoring the SOP being followed.
• Handle escalations and resolve customer issues within 24 hours.

5. Food Safety & Hygiene

• Ensure 100% compliance in FSSAI norms.
• Conduct weekly internal hygiene audits and close gaps.
• Coordinate with QA team on audit readiness and corrections.

6. Inventory & Cost Control

• Monitor consumption, wastage, and variance reports.
• Ensure timely indenting and GRN entry in the system.
• Track P&L of both outlets and optimize expenses.

7. Reporting & Coordination

• Submit daily, weekly, and monthly reports to Area Manager/Operations Head.
• Update on staff issues, outlet requirements, and incidents.
• Coordinate with HR, Training, SCM, and Marketing teams.