Responsible for the overall management and service delivery of a premium 50,000 sq. ft. co-working business centre in BKC. The role combines facility management, hospitality, workplace experience, operational leadership, vendor management, and client relationship management to ensure an exceptional member experience — acting as the face of the facility and championing the Kizuna philosophy of Omotenashi throughout the workplace.
Key objectives
- Manage the facility as a premium commercial asset.
- Oversee all day-to-day operations of the business centre.
- Ensure 99.9% uptime of all critical amenities and services.
- Deliver exceptional client and member experience through hospitality-led service.
- Maintain world-class workplace standards across all common areas and amenities.
- Manage vendor relationships and service-level agreements.
- Handle client grievances and escalation management.
- Support revenue retention through superior customer satisfaction.
- Drive operational planning, cost optimization, and continuous improvement initiatives.
- Ensure all statutory, safety, and compliance requirements are met.
Key responsibilities
Facility Operations Management
- Lead daily operations of a 50,000 sq. ft. premium co-working facility.
- Ensure smooth functioning of MEP systems, HVAC, electrical systems, UPS, DG sets, elevators, plumbing, access control, and fire safety systems, in coordination with building management / FM company.
- Conduct regular facility inspections and preventive maintenance reviews.
- Monitor operational performance and implement corrective actions as required.
- Develop and maintain facility SOPs and emergency response procedures.
Workplace Experience & Hospitality
- Deliver a best-in-class workplace experience aligned with Omotenashi service principles.
- Create a professional, welcoming, and highly responsive environment for all occupants and visitors.
- Ensure reception, meeting rooms, lounge areas, café spaces, and common areas meet premium hospitality standards.
- Drive member engagement and satisfaction initiatives.
- Continuously enhance customer experience through proactive service delivery.
Client Relationship Management
- Serve as the primary operational contact for corporate clients, building management, other tenant occupants, and members.
- Build strong relationships with occupiers and key stakeholders.
- Conduct regular customer satisfaction reviews.
- Address and resolve client complaints and escalations within agreed timelines.
- Ensure high levels of client retention and satisfaction.
Vendor & Contract Management
- Manage service partners across housekeeping, security, visitor, material, reprographic, pantry, technical maintenance, pest control, horticulture, and more.
- Monitor vendor performance against SLAs and KPIs.
- Conduct periodic vendor audits and service reviews.
- Negotiate contract renewals and service improvements where applicable.
Health, Safety & Compliance
- Ensure compliance with all statutory regulations and safety requirements.
- Conduct periodic safety audits and risk assessments.
- Maintain emergency preparedness plans and mock drills.
- Ensure compliance with fire safety regulations and occupational health standards.
Financial & Administrative Management
- Prepare and manage operational budgets.
- Monitor expenditures and identify cost optimization opportunities.
- Review vendor invoices and service contracts.
- Ensure proper documentation, reporting, and record maintenance.
Team Leadership
- Supervise front-office, housekeeping, pantry, security, maintenance, and office support teams.
- Conduct performance reviews and training programs.
- Foster a service-oriented and customer-centric workplace culture.
- Lead by example in demonstrating professionalism and hospitality.
Strategic Planning
- Analyze operational trends and recommend improvements.
- Support expansion, fit-out, renovation, and workspace optimization initiatives.
- Drive sustainability, energy efficiency, and workplace innovation programs.
Required experience & qualifications
- Bachelor's Degree in Hospitality Management, Facilities Management, Hotel Management, Business Administration, or related field. MBA preferred.
- Minimum 5–8 years in premium facility management, hospitality management, coworking operations, serviced office management, luxury commercial properties, or business centre management.
- Proven experience managing high-profile clients and service delivery teams.
- Strong understanding of facility operations, workplace management, and customer experience.
- Knowledge of building systems, preventive maintenance, and statutory compliance.
- Experience in vendor management and contract administration.
- Excellent communication, interpersonal, stakeholder management, and problem-solving skills.
- Demonstrated crisis management and incident response experience.
- Strong organizational and leadership capabilities.
Language requirements
- Excellent proficiency in English, Hindi, and Marathi.
- Knowledge of Japanese or any other international language will be an added advantage.
Preferred skills & qualifications
- Hospitality industry experience in premium hotels or serviced offices.
- Experience managing Grade-A commercial properties.
- Strong customer service and hospitality orientation.
- Ability to work effectively under pressure in a dynamic environment.
- Understanding of workplace technology and smart building solutions.
- Certification in Facility Management (IFMA, BOMI, FMP, CFM, or equivalent).
- Proficiency in CAFM, CMMS, and property management systems.
- Knowledge of ESG and sustainability initiatives.
Key performance indicators
- Client Satisfaction Score (CSAT): ≥ 90%
- Facility Uptime: ≥ 99.9%
- Resolution of Complaints within SLA: ≥ 95%
- Vendor Performance Compliance: ≥ 95%
- Workplace Audit Score: ≥ 90%
- Budget Adherence: ± 5%
- Health & Safety Compliance Score: 100%