City Standardisations and Quality Lead

Department: Client Experience & Operations

Reporting To: Regional Head (RH)

Coverage: All buildings in the assigned city

Role Purpose

Maintain consistent operating standards across the city through detailed building rounds, practical supervision, and verified closure of service and presentation gaps.

Key Responsibilities

- Conduct regular rounds across every building using the common India operating checklist.
- Review reception, visitor experience, housekeeping, washrooms, cafeteria service, common areas, basements, and parking.
- Check signage, lighting, furniture, carpets, walls, and overall upkeep; ensure visible defects are addressed.
- Review hygiene, odor, pest control, waste handling, and availability of essential consumables.
- Check frontline grooming, service conduct, and vendor deployment against agreed requirements.
- Assign corrective actions with Centre Heads, follow up on deadlines, and physically verify closure.
- Identify repeat gaps, coach site teams, and ensure improvements are sustained.
- Use client feedback and service complaints to priorities visits.
- Coordinate technical observations with the City Chief Engineer.

Daily Priorities
- Review pending complaints and overdue actions.




- Undertake planned building rounds across assigned locations.
- Ensure immediate service and presentation gaps are corrected.
- Agree on owners and deadlines for outstanding actions.
- Recheck previously completed corrective actions to verify closure.
- Update the Regional Head on material exceptions and unresolved issues.

Candidate Profile
- Graduate in Hospitality, Hotel Management, Facilities Management, or a related discipline.
- Approximately 10–12 years of relevant operations experience.
- Exposure to managing or overseeing multiple properties is preferred.
- Strong attention to detail and practical knowledge of soft services.
- Ability to identify service-quality gaps and drive corrective action closure with site teams.
- Positive coordination and follow-up skills to ensure operational standards are consistently maintained.
- Willingness to travel regularly across buildings within the assigned city.

Additional Requirement The role requires a hands-on approach to building inspections, service-quality audits, operational standardisation, and continuous improvement across multiple locations.

📌 Quality Lead (Mumbai)
🏢 SmartWorks
📍 Mumbai