Designation: Centre Head (Hotels background only)Department: Client Experience and OperationsKey Roles & Responsibilities:Team: Client ExperienceReports To: Regional Lead /City LeadThe Centre Manager is responsible for the end-to-end performance of the center— client experience, operational excellence, servicedelivery, vendor management, and profitability.- 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.- 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 <10%.- 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 <5 days.- 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.- 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 cooperative, high-performance culture alignedwith Smartworks values.QUALIFICATIONS & EXPERIENCEEducation- Bachelor's degree in Business, Hospitality, Facility Management, or equivalent.Experience- 15–20 years in centre management, facility operations, hospitality, or client-facing environments.- Strong experience in people management and vendor management.- Exposure to commercial buildings, MEP basics,client servicing, and operational governance.Skills- Robust 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 (Nagpur)
🏢 SmartWorks
📍 Nagpur