Center Head

Job description

**Designation: Center Head:** - **Purpose** - **We require a General Manager from a 5 Star hotel/property** - The Centre Head is responsible for the end-to-end performance of the center, including client experience, operational excellence, service delivery, vendor management, and profitability. - **Key Roles & Responsibilities** - 1. Client Experience & Relationship Management - Serve as the primary point of contact for all clients in the center. - Conduct regular client meetings to gather feedback and improve satisfaction. - Manage the complete client lifecycle: move-in, onboarding, engagement, experience, and move-out. - Resolve client escalations within committed SLAs and proactively identify dissatisfaction drivers. - Drive adoption of Smartworks technology platforms such as C-SPOC and ticketing systems. - Support renewal discussions by identifying risks, preparing client feedback insights, and partnering with Regional/City Leads. - **KPIs**: - Retention Rate: Above 85%, CSAT: Above 4.0,C-SPOC Adoption: 100%,Survey Adoption: 100%,NPS: Above 70% - 2. Operations Excellence & Service Delivery - Ensure centre readiness through daily inspections of reception, cafeteria, pantry, washrooms, and client areas. - Monitor housekeeping, security, pantry, and engineering services to maintain SLA compliance. - Track ticket resolution and implement preventive actions to reduce recurring issues. - Coordinate with internal teams for smooth delivery of soft and hard services. - Ensure adherence to cleaning schedules, deep cleaning programs, and pantry/caf standards. - KPIs: - SLA Breach: Less than 10%, Recurring Tickets: Less than 20%, Centre Readiness Audit Score - 3. P&L, Revenue & Financial Management - Own centre-level profitability including EBITDA, cost control, and revenue leakage prevention. - Drive Value Added Services (VAS) and supplementary revenue opportunities such as meals, events, and add-on services. - Manage consumables, utilities, and repair & maintenance expenses within budget. - Coordinate with clients and finance teams to ensure timely collections and ageing below 5 days. - Ensure accurate billing, supplementary invoicing, and proper documentation. - KPIs:Centre EBITDA, VAS Revenue %, Supplementary Revenue %, Collection Efficiency - 4. Infrastructure, Equipment & Vendor Management - Ensure uptime and functionality of HVAC, lighting, fire safety systems, visitor management systems, and critical infrastructure. - Ensure 100% adherence to AMC and PPM schedules. - Monitor vendor performance across housekeeping, security, pantry, pest control, and engineering services. - Track purchase orders and ensure timely bill submission and approvals. - Maintain standardization of equipment, signage, lighting, and hygiene standards. - KPIs:Vendor Compliance, Equipment Uptime, Energy Efficiency - 5. Compliance, Reporting & Centre Governance - Submit daily, weekly, and monthly reports accurately and on time. - Ensure incident reports are submitted within 24 hours and corrective actions are implemented. - Maintain compliance with fire safety, statutory requirements, and building licenses. - Escalate and follow up on builder-related issues until closure. - KPIs:100% Timely Incident Reporting, Compliance Issues Closed Within Due Dates - 6. People Leadership & Capability Building - Manage centre staff and deployed manpower, ensuring discipline, grooming, attendance, and performance. - Conduct regular team briefings and coach staff on service excellence and Smartworks standards. - Maintain attrition below 10% and support learning and development initiatives. - Build a collaborative and high-performance culture aligned with company values. - KPIs:Employee Attrition, Staff Deployment Efficiency, Training Completion Rate, Qualifications & Experience - **Education** - Bachelor's Degree in Business Administration, Hospitality Management, Facility Management, or a related field. - **Experience** - 10 to 15 years of experience in centre management, facility operations, hospitality, or client-facing environments. - Strong experience in people management and vendor management. - Exposure to commercial facilities, MEP basics, client servicing, and operational governance. - **Required Skills** - Strong communication and relationship management skills. - Operational excellence mindset. - Analytical and data-driven decision-making ability. - Crisis management and escalation handling. - Cross-functional stakeholder management and coordination.