Job Description Designation : Centre Head (Hotels background only)
n Department: Client Experience and Operations
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n Key Roles & Responsibilities:
n Team: Client Experience
n Reports To: Regional Lead /City Lead
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n The Centre Manager is responsible for the end-to-end performance of the center — client experience, operational excellence, servicedelivery, vendor management, and profitability.
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n n Client Experience & Relationship Management
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n n Serves as the primary point of contactfor all clients in the center.
n Conducts regular client meetings to gather feedbackand drive satisfaction.
n Manages the entire client lifecycle: move-in, onboarding, experience, engagement, move-out.
n Resolves escalations withincommitted SLAs; proactively track dissatisfaction drivers.
n Drives adoption of Smartworks tech platforms (C-SPOC,ticketing, etc.).
n Renewals coordination support:highlight early risks,prepare feedback insights,and partners with Regional/City leads.
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n n Operations Excellence & Service Delivery
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n n Ensures centre readinessthrough daily rounds across reception, cafeteria, pantry, washrooms, client areas.
n Monitors housekeeping, security, pantry, and engineering teams to maintainSLA and quality standards.
n Oversees ticket resolution, prevent recurrence, and maintain SLA breach Coordinates with teamsto ensure smoothexecution of soft and hard services.
n Ensures compliance with cleaning schedules, deep cleaning, and pantry/café standards.
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n n P&L;, Revenue & FinancialHygiene
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n n Owns centre-level profitability KPIs including EBITDA,cost control, and revenue leakagemaagement.
n Tracks and drives VAS, Supplementary revenue opportunities (meals,events, services, add-ons).
n Manages consumables, electricity usage, and R&Mexpenses; within budget.




n Ensures timely collections by coordinating with clients and the Financeteam; ageing Prevents revenue leakagethrough accurate billing,supplementary invoicing, and documentation.
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n n Infrastructure, Equipment & Vendor Management
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n n Ensures uptime and functioning of HVAC, LCM, lighting, FR/vMS systems, and other criticalequipment.
n Drives AMC & PPM scheduleswith 100% adherence; escalate vendor delays.
n Oversees vendor performance across housekeeping, security,pantry, pest control,and engineering.
n Tracks all POs and ensuretimely bill submission and approval.
n Maintains standardization acrosscentre equipment, lighting, signage, and hygienenorms.
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n n Compliance, Reporting & Centre Governance
n n n Submits daily/weekly/monthly checklists and management reportsaccurately and on time.
n Share incident reportswithin 24 hours and ensurecorrective actions are implemented.
n Ensures centre-level compliance (fire safety, statutory checks, building licenses).
n Escalates builder-related issuesand follow up until closure.
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n n People Leadership &Capability; Building
n n n Manages center staff and deployedmanpower ensuring discipline, grooming, performance, and attendance.
n Conducts shift briefings and coach the team on service excellence and Smartworks standards.
n Maintains attrition below10% and partneron L&D; initiatives for centre teams.
n Fosters a collaborative, high-performance culture alignedwith Smartworks values.
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n QUALIFICATIONS & EXPERIENCE
n Education
n n Bachelor's degree in Business, Hospitality, Facility Management, or equivalent.
n n Experience
n n 15–20 years in centre management, facility operations, hospitality, or client-facing environments.
n Strong experience in people management and vendor management.
n Exposure to commercial buildings, MEP basics,client servicing, and operational governance.
n n Skills
n n Solid communication and relationship management
n Operational excellence mindset
n Analytical and data-driven decision making
n Crisis management and escalation handling
n Coordination with cross-functional teams
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📌 Center Head- From Hotels only (Pune)
🏢 SmartWorks
📍 Pune