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
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- Serves as the primary point of contactfor all clients in the center.
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- Conducts regular clientmeetings to gather feedbackand drive satisfaction.
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- Manages the entire client lifecycle: move-in, onboarding, experience, engagement, move-out.
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- Resolves escalations withincommitted SLAs;

proactively track dissatisfaction drivers.

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- Drives adoption of Smartworks tech platforms (C-SPOC,ticketing, etc.).
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- Renewals coordination support:highlight early risks,prepare feedback insights,and partners with Regional/City leads.
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- Operations Excellence &Service; Delivery
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- Ensures centre readinessthrough daily rounds across reception, cafeteria, pantry, washrooms, client areas.
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- Monitors housekeeping, security, pantry, and engineering teams to maintainSLA and quality standards.
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- Oversees ticket resolution, prevent recurrence, and maintain SLA breach <

10%.

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- Coordinates with teamsto ensure smoothexecution of soft and hard services.
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- Ensures compliance withcleaning schedules, deep cleaning, and pantry/café standards.
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- P&L;, Revenue & FinancialHygiene
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- Owns centre-level profitability KPIs including EBITDA,cost control, and revenue leakagemaagement.
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- Tracks and drives VAS, Supplementary revenue opportunities (meals,events, services, add-ons).
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- Manages consumables, electricity usage, and R&Mexpenses; within budget.
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- Ensures timely collections by coordinating with clients and the Financeteam;

ageing <

5 days.

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- Prevents revenue leakagethrough accurate billing,supplementary invoicing, and documentation.
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- Infrastructure, Equipment & Vendor Management
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- Ensures uptime and functioning of HVAC, LCM, lighting, FR/vMS systems, and other criticalequipment.
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- Drives AMC & PPM scheduleswith 100% adherence;

escalate vendor delays.

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- Oversees vendor performance across housekeeping, security,pantry, pest control,and engineering.
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- Tracks all POs and ensuretimely bill submission and approval.
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- Maintains standardization acrosscentre equipment, lighting, signage, and hygienenorms.
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- Compliance, Reporting &Centre; Governance
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- Submits daily/weekly/monthly checklists and management reportsaccurately and on time.
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- Share incident reportswithin 24 hours and ensurecorrective actions are implemented.
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- Ensures centre-level compliance (fire safety, statutory checks, building licenses).
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- Escalates builder-related issuesand follow up until closure.
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- People Leadership &Capability; Building
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- Manages center staff and deployedmanpower ensuring discipline, grooming, performance, and attendance.
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- Conducts shift briefings and coach the team on service excellence and Smartworks standards.
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- Maintains attrition below10% and partneron L&D; initiatives for centre teams.
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- Fosters a collaborative, high-performance culture alignedwith Smartworks values.
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nQUALIFICATIONS & EXPERIENCE

NEducation

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- Bachelor's degree in Business, Hospitality, Facility Management, or equivalent.
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nExperience

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- 15–20 years in centre management, facility operations, hospitality, or client-facing environments.
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- Solid experience in people management and vendor management.
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- Exposure to commercial buildings, MEP basics,client servicing, and operational governance.
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nSkills

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- Strong communication and relationship management
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- Operational excellence mindset
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- Analytical and data-driven decision making
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- Crisis management and escalation handling
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- Coordination with cross-functional teams
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📌 Center Head- From Hotels Only (Alibag)
🏢 SmartWorks
📍 Alibag