Job Description

Designation: Centre Head (Hotels background only)

n

Department: Client Experience and Operations

n

n

Key Roles & Responsibilities:

n

Team: Client Experience

n

Reports To: Regional Lead /City Lead

n

n

n

The Centre Manager is responsible for the end-to-end performance of the center— client experience, operational excellence, servicedelivery, vendor management, and profitability.

n

n

n
1. Client Experience & Relationship Management
n

n

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.
n

n

n

n
1. Operations Excellence & Service Delivery
n

n

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 <10%.
n
- Coordinates with teamsto ensure smoothexecution of soft and hard services.
n
- Ensures compliance with cleaning schedules, deep cleaning, and pantry/café standards.
n

n

n

n

n
1. P&L;, Revenue & FinancialHygiene
n

n

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 <5 days.
n




- Prevents revenue leakagethrough accurate billing,supplementary invoicing, and documentation.
n

n

n

n

n
1. Infrastructure, Equipment & Vendor Management
n

n

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.
n

n

n

n
1. Compliance, Reporting & Centre Governance
n

nn
- 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.
n

n

n

n

n
1. People Leadership &Capability; Building
n

nn
- 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 team-oriented, high-performance culture alignedwith Smartworks values.
n

n

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
- Strong 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
n

n

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