Center Head- From Hotels only

Designation: Centre Head (Hotels background only)

Department: Client Experience and Operations

Key Roles & Responsibilities:

Team: Client Experience

Reports To: Regional Lead /City Lead

The Centre Manager is responsible for the end-to-end performance of the center— client experience, operational excellence, servicedelivery, vendor management, and profitability.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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 collaborative, high-performance culture alignedwith Smartworks values.

QUALIFICATIONS & EXPERIENCE

Education

• 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

• Strong communication and relationship management
• Operational excellence mindset
• Analytical and data-driven decision making
• Crisis management and escalation handling
• Coordination with cross-functional teams