Designation : Centre Head (Hotels background only) Department: Client Experience and Operations Key Roles & Responsibilities: Team: Client Experience Reports To: Regional Lead /City Lead The Centre Manager is responsible for the end-to-end performance of the center — client experience, operational excellence, servicedelivery, vendor management, and profitability. 1.

Client

Experience & Relationship Management - Serves as the primary point of contactfor all clients in the center.

- Conducts regular client meetings to gather feedbackand drive satisfaction.
- Manages the entire client lifecycle: move-in, onboarding, experience, engagement, move-out.
- Resolves escalations withincommitted SLAs; proactively track dissatisfaction drivers.
- Drives adoption of Smartworks tech platforms (C-SPOC,ticketing, etc.).
- Renewals coordination support:highlight early risks,prepare feedback insights,and partners with Regional/City leads. 1.

Operations

Excellence & Service Delivery - Ensures centre readinessthrough daily rounds across reception, cafeteria, pantry, washrooms, client areas.

- Monitors housekeeping, security, pantry, and engineering teams to maintainSLA and quality standards.
- Oversees ticket resolution, prevent recurrence, and maintain SLA breach
- Coordinates with teamsto ensure smoothexecution of soft and hard services.
- Ensures compliance with cleaning schedules, deep cleaning, and pantry/café standards.
- P&L;, Revenue & FinancialHygiene - Owns centre-level profitability KPIs including EBITDA,cost control, and revenue leakagemaagement.
- Tracks and drives VAS, Supplementary revenue opportunities (meals,events, services, add-ons).
- Manages consumables, electricity usage, and R&Mexpenses; within budget.
- Ensures timely collections by coordinating with clients and the Financeteam; ageing
- Prevents revenue leakagethrough accurate billing,supplementary invoicing,



and documentation.
- Infrastructure, Equipment & Vendor Management - Ensures uptime and functioning of HVAC, LCM, lighting, FR/vMS systems, and other criticalequipment.
- Drives AMC & PPM scheduleswith 100% adherence; escalate vendor delays.
- Oversees vendor performance across housekeeping, security,pantry, pest control,and engineering.
- Tracks all POs and ensuretimely bill submission and approval.
- Maintains standardization acrosscentre equipment, lighting, signage, and hygienenorms.
- Compliance, Reporting & Centre Governance - Submits daily/weekly/monthly checklists and management reportsaccurately and on time.
- Share incident reportswithin 24 hours and ensurecorrective actions are implemented.
- Ensures centre-level compliance (fire safety, statutory checks, building licenses).
- Escalates builder-related issuesand follow up until closure. 1.

People

Leadership &Capability; Building - Manages center staff and deployedmanpower ensuring discipline, grooming, performance, and attendance.

- Conducts shift briefings and coach the team on service excellence and Smartworks standards.
- Maintains attrition below10% and partneron L&D; initiatives for centre teams.
- Fosters a collaborative, high-performance culture alignedwith Smartworks values.

QUALIFICATIONS & EXPERIENCE Education - Bachelor's degree in Business, Hospitality, Facility Management, or equivalent.

Experience - 15–20 years in centre management, facility operations, hospitality, or client-facing environments.

- Robust experience in people management and vendor management.
- Exposure to commercial buildings, MEP basics,client servicing, and operational governance.

Skills - Strong communication and relationship management

- Operational excellence mindset
- Analytical and data-driven decision making
- Crisis management and escalation handling
- Coordination with cross-functional teams

📌 Center Head- From Hotels only (Solapur)
🏢 SmartWorks
📍 Solapur