Facility & Office Manager

Designation Facility & Office Manager

Department- Facility Management & Client Experience

Reporting To: Head Operations & Property Services

Location – Bandra Kurla Complex (BKC), Mumbai

Job Overview :

Be the face of the brand and the primary point of connection. The Facility & Office Manager is responsible for the overall management and service delivery of a premium 50,000 sq. ft. co-working business centre located in BKC. The role combines facility management, hospitality, workplace experience, operational leadership, vendor management, and client relationship management to ensure an exceptional member experience.

The incumbent will act as the face of the facility, ensuring operational excellence, world-class service standards, business continuity, regulatory compliance, and the successful execution of the organisation’s philosophy throughout the workplace experience.

Key Objectives

• Manage the facility as a premium commercial asset.
• Oversee all day-to-day operations of the business center.
• 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 systems, and fire safety systems, with support of and coordination with the 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, caf 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 providing services and consumables of housekeeping, security, visitor, material, reprographic, pantry, technical maintenance, pest control, horticulture, and other service partners.
• 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 and Qualifications

• Bachelor's Degree in Hospitality Management, Facilities Management, Hotel Management, Business Administration, or related field.
• MBA preferred.
• Minimum 5–8 years of experience in premium facility management, hospitality management, coworking operations, serviced office management, luxury commercial properties, or business center 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 and 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 (KPIs)

• 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%
• Employee Engagement & Retention Metrics
• Health & Safety Compliance Score: 100%

Travel Requirement

No regular travel required.