Job DescriptionDesignation: Centre Head (Hotels background only) NDepartment: Client Experience and Operations NnKey Roles &Responsibilities;: NTeam: Client Experience NReports To: Regional Lead /City Lead NnnThe Centre Manager is responsible for the end-to-end performance of the center— client experience, operational excellence, servicedelivery, vendor management, and profitability. Nnn Client Experience & Relationship Management Nnnn Serves as the primary point of contactfor all clients in the center. N Conducts regular clientmeetings 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. Nnnn Operations Excellence & Service Delivery Nnnn 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 withcleaning schedules, deep cleaning, and pantry/café standards. Nnn Nn P&L;, Revenue & FinancialHygiene Nnnn 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. Nnn Nn Infrastructure, Equipment & Vendor Management Nnnn 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. Nnnn Compliance, Reporting & Centre Governance Nnn 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. Nnn Nn People Leadership&Capability; Building Nnn 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 cooperative, high-performance culture alignedwith Smartworks values. NnnQUALIFICATIONS & EXPERIENCE NEducation Nn Bachelor‘s degreein Business, Hospitality, Facility Management, or equivalent. NnExperiencen 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. NnSkillsnnStrong 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 Nn

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