Cluster General Manager
Location: UK
Department: Operations
Employment Type: Full-time, Permanent
Role Overview
We are looking for an experienced and commercially driven Cluster General Manager to lead the operational and financial performance of a portfolio of properties across the UK.
The Cluster General Manager will have overall responsibility for delivering exceptional guest experiences, operational excellence, revenue growth and profitability across the assigned cluster. The role will provide leadership to General Managers and senior operational teams, ensuring consistent standards while allowing each property to retain its individual identity.
This is a highly visible, hands-on leadership position requiring a strong combination of commercial acumen, operational expertise, people leadership and strategic thinking.
Key Responsibilities1. Cluster Leadership & Operations
- Provide overall leadership and operational direction across the assigned portfolio.
- Lead, coach and hold General Managers accountable for property performance.
- Ensure consistent implementation of company standards, policies, SOPs and best practices.
- Conduct regular property visits, operational reviews and performance meetings.
- Identify operational challenges and implement effective corrective actions.
- Drive continuous improvement across rooms, food & beverage, guest services and support functions.
- Ensure properties operate efficiently while maintaining high standards of service.
2. Commercial & Financial Performance
- Take ownership of the cluster's P&L performance, budgets and financial targets.
- Drive revenue, profitability, EBITDA and cost-control initiatives across the portfolio.
- Review monthly financial performance and agree action plans with individual GMs.
- Identify opportunities to increase occupancy, ADR, RevPAR, F&B revenue and ancillary income.
- Monitor labour costs, procurement, stock, utilities and other operating expenses.
- Develop and implement commercial strategies to maximise profitability.
- Work closely with Sales, Revenue Management and Marketing teams to deliver business targets.
3. Guest Experience & Brand Standards
- Champion a guest-first culture across all properties.
- Ensure consistently high guest satisfaction and service standards.
- Monitor guest feedback, online reputation, complaints and customer satisfaction KPIs.
- Personally engage with key guests and resolve escalated issues where required.
- Ensure each property delivers the brand promise while maintaining its local character.
- Drive initiatives that improve guest loyalty, repeat business and overall experience.
4. People Leadership & Talent Development
- Build and maintain a high-performing leadership culture across the cluster.
- Recruit, develop, coach and retain General Managers and senior leaders.
- Establish clear objectives, KPIs and performance expectations.
- Conduct regular leadership reviews and succession planning.
- Identify high-potential talent and create development opportunities.
- Promote employee engagement, inclusion, wellbeing and a positive workplace culture.
- Ensure effective workforce planning and labour deployment across the cluster.
5. Compliance, Risk & Governance
- Ensure full compliance with UK legislation and company policies.
- Maintain high standards of Health & Safety, Food Safety, Fire Safety, Licensing, COSHH and employment compliance.
- Ensure all properties complete required audits and corrective actions.
- Maintain appropriate risk-management and business-continuity procedures.
- Work with HR and relevant specialists on employee relations and employment matters.
- Ensure robust controls around cash, stock, procurement and financial processes.
6. Sales, Revenue & Business Development
- Work with commercial teams to maximise revenue and market share.
- Analyse market trends, competitor activity and business opportunities.
- Support local sales initiatives, partnerships, corporate accounts and events.
- Identify opportunities for new revenue streams and commercial partnerships.
- Support new openings, refurbishments, acquisitions and property integrations where required.
7. Stakeholder Management
- Build strong relationships with owners, investors, landlords, clients, suppliers and external partners.
- Represent the company professionally with key stakeholders.
- Provide regular performance updates to the senior leadership team.
- Translate company strategy into clear operational plans for the cluster.
- Work collaboratively with Finance, HR, Sales, Revenue, Marketing and central support functions.
Key Performance Indicators
The Cluster General Manager will be measured against agreed KPIs, including:
- Cluster revenue and EBITDA
- Budget and P&L performance
- Occupancy / ADR / RevPAR
- F&B and ancillary revenue
- Guest satisfaction and online reputation
- Employee engagement and retention
- Labour and operating cost ratios
- Health & Safety and compliance performance
- Audit results
- GM and leadership-team performance
- Revenue growth and market share
- Successful delivery of strategic projects
Candidate ProfileEssential Experience
- Proven experience as a General Manager, Area General Manager, Regional Manager or Cluster General Manager within hospitality, hotels, leisure, F&B or another multi-site customer-facing operation.
- Demonstrable experience managing multiple properties or sites.
- Strong understanding of P&L management, budgeting and commercial performance.
- Experience leading and developing General Managers and senior management teams.
- Proven track record of improving operational and financial performance.
- Strong knowledge of guest/customer experience and service standards.
- Experience managing compliance, health & safety and operational risk.
- Excellent communication, influencing and stakeholder-management skills.
- Strong analytical and problem-solving capability.
- Willingness to travel regularly between properties.
Desirable
- Experience within a branded or premium hospitality environment.
- Multi-property hotel experience.
- Experience with hotel openings, acquisitions, refurbishments or turnarounds.
- Degree/HND or equivalent qualification in Hospitality, Business or a related discipline.
- Relevant professional hospitality qualification.
Working Requirements
- Full-time, permanent position.
- Regular travel between properties within the assigned UK cluster.
- Flexibility to attend operational requirements outside standard office hours, including occasional evenings, weekends and public holidays.
- Applicants must have the legal right to work in the UK.
What We Offer
- Competitive salary and performance-related bonus.
- Holiday entitlement in accordance with company policy.
- Employee discounts and company benefits.
- Leadership development and career progression opportunities.
- The opportunity to lead a high-profile multi-site operation and make a significant commercial and operational impact.
Equal Opportunities
We are committed to creating an inclusive workplace where everyone is treated fairly and with respect. We welcome applications from candidates of all backgrounds and make employment decisions based on skills, experience and suitability for the role.
Work Location: In person
