Cluster General Manager – CGM

Position Title: Cluster General Manager – CGM

Location: Angeles Pampanga, Philippines

Reporting to: Country Head (CH) / Operations Head (OH)

Supervises: Front Office Department, Housekeeping Department, Maintenance Department, F&B Department, Events & Business Department

Position Overview:

The Cluster General Manager (CGM) oversees the overall leadership, operations, and profitability of multiple OYO hotel properties in Angeles, Pampanga. The role ensures service excellence, revenue growth, cost control, and compliance with brand and corporate standards.

Acting also as Property Manager, the CGM is directly responsible for day-to-day operations, guest experience, and staff performance across the cluster. The position represents ownership and corporate management, aligning financial results with operational efficiency, guest satisfaction, employee engagement, and community presence.

Scope: Max 500 rooms

Duties and Responsibilities:

Includes but not limited to

1.0 Leadership & Strategy

1.1 Provide overall strategic direction, leadership, and guidance for multiple hotel properties within the cluster.

1.2 Develop and implement business plans and budgets in alignment with the company's goals and brand standards.

1.3 Act as the primary liaison between corporate leadership and hotel management teams.

1.4 Lead talent development, succession planning, and performance management initiatives across the cluster.

1.5 Build, coach, and mentor department heads within the cluster.

1.6 Promote a culture of teamwork, accountability, and guest-centric service.

1.7 Ensure compliance with labor laws, HR policies, and ethical standards.

1.8 Champion employee engagement, training, and retention initiatives.

1.9 Drive employee engagement and retention across properties.

2.0 Property Management & Guest Experience

2.1 Manage and oversee hotel operations at least six days per week, days depending on operational needs (e.g. events, massive check-ins and check-outs) Subject for approval from OM.

2.2 Proactively coordinate and address property escalations happening even beyond office hours.

2.3 Oversee guest service experience management to ensure high levels of satisfaction.

2.4 Manage and oversee hotel operations at least six days per week, days depending on operational needs (e.g. events, massive check-ins and check-outs) Subject for approval from OH.

2.5 Hire and train staff members in key operational areas, including but not limited to:

• OYO Operating System (OS)
• Front Office Standardization
• Check-in and Check-out Processes
• Guest Experience Management
• Housekeeping Standards
• F&B Operations and Management

2.6 Audit room and service quality, addressing areas for improvement with staff immediately.

2.7 Monitor guest reviews over OTAs and take corrective actions to improve Properties ratings. Address all negative feedback promptly.

2.8 Ensure OTA listings accurately reflect the actual status of the property, with no discrepancies in amenities, facilities, or hotel descriptions.

2.9 Resolve property-related issues that may impact the guest experience.

3.0 Sales and Marketing

3.1 Work closely with the sales and marketing teams to increase market share and optimize occupancy and RevPAR (Revenue Per Available Room).

3.2 Audit all transactions and implement measures to prevent revenue leakage.

3.3 Analyze trends and investigate irregularities, such as sudden price drops, increased cancellations, or no-shows, and deploy corrective actions.

3.4 Represent the hotels in business development initiatives, partnerships, and community engagements.

3.5 Develop strong relationships with corporate clients, travel agencies, and industry partners.

3.6 Identify additional revenue streams to enhance hotel performance, such as:

• Subleasing restaurants and parking spaces
• Optimizing commercial space usage
• Collaborate with the Demand Manager to increase offline demand.
• Resolve room blockings the soonest by immediately resolving room issues.
• Develop strategies to minimize operational expenses, such as:
• Reducing Utilities and laundry costs
• Sourcing cost-effective suppliers for hotel essentials

4.0 Supplies and Accounting

4.1 Track inventory and control stock levels for guest amenities, linens, and cleaning materials, ensuring timely replenishment.

4.2 Ensure all bills are paid on time to prevent service disruptions.

4.3 Monitor and audit all cash collections, ensuring immediate and accurate remittance.

4.4 Track all expenses per SOB and complete the Profit & Loss (P&L) statement by the first week of the following month. Work closely with the Finance Manager on P&L-related matters.

4.5 Collaborate with the Reconciliation Manager to prevent discrepancies in collections and remittances

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field(Master's degree preferred but not required).
• Minimum 10–15 years of progressive hotel management experience, including multiproperty or cluster/regional leadership.
• Strong financial acumen with proven track record of delivering revenue and profit growth.
• Excellent leadership, communication, and stakeholder management skills.
• In-depth knowledge of hotel operations, sales, and revenue management.
• Experience working with international hotel brands is an advantage.