Job DescriptionDesignation: Centre Head (Hotels background only)
NDepartment: Client Experience and Operations
NKey Roles & Responsibilities:
NTeam: Client Experience
NReports To: Regional Lead /City Lead
NThe 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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- Client Experience& Relationship Management N
- 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. N
- Operations Excellence &Service; Delivery 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 withcleaning schedules, deep cleaning, and pantry/café standards. N
- P&L;, Revenue & FinancialHygiene 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

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