Assistant manager - Soft Services

Job Title Assistant manager - Soft Services Job Description Summary Job Description Job Summary The Soft Services Manager is responsible for planning, managing, and monitoring all soft service operations within the facility, ensuring a safe, clean, hygienic, and customer-focused environment. The role oversees housekeeping, cleaning services, waste management, pest control, landscaping, front office services, and other support functions while ensuring compliance with quality, safety, and contractual standards. Key Responsibilities Operational Management • Manage day-to-day soft service operations across assigned facilities. • Ensure high standards of cleanliness, hygiene, and appearance throughout the premises. • Develop and implement service schedules, cleaning programs, and maintenance plans. • Monitor service delivery against established KPIs and SLAs. • Conduct regular inspections and audits to ensure compliance with quality standards. Team Management • Lead, supervise, and motivate housekeeping, janitorial, front office, and support staff. • Plan manpower deployment and shift scheduling. • Conduct performance evaluations and identify training requirements. • Ensure adherence to company policies, procedures, and code of conduct. Vendor & Contract Management • Manage outsourced service providers and contractors. • Monitor contractor performance and ensure compliance with contractual obligations. • Review service reports and coordinate corrective actions where required. • Support procurement activities related to soft services supplies and equipment. Health, Safety & Compliance • Ensure compliance with health, safety, environmental, and statutory regulations. • Conduct risk assessments and implement corrective measures. • Maintain records related to audits, inspections, incidents, and compliance requirements. • Promote a culture of safety and hygiene across the facility. Budget & Cost Control • Prepare and manage soft services budgets. • Monitor expenses and identify opportunities for cost optimization. • Control inventory of cleaning materials, consumables, and equipment. • Ensure efficient utilization of resources while maintaining service quality. Customer Service & Stakeholder Management • Respond promptly to client and occupant concerns. • Maintain strong relationships with internal and external stakeholders. • Conduct customer satisfaction surveys and implement improvement initiatives. • Ensure service excellence and enhance overall occupant experience. Reporting • Prepare daily, weekly, and monthly operational reports. • Track service performance metrics and present findings to management. • Maintain documentation related to staffing, attendance, audits, and service delivery. Qualifications & Experience Education • Bachelor's Degree in Hospitality Management, Facilities Management, Business Administration, or a related field. • Professional certifications in Facilities Management are preferred. Experience • 5–10 years of experience in facilities management, housekeeping management, hospitality operations, or soft services management. • Experience managing large teams and multiple service contracts. • Knowledge of commercial, residential, healthcare, hospitality, or corporate facilities is preferred. Required Skills • Strong leadership and people management skills. • Excellent communication and interpersonal abilities. • Knowledge of housekeeping standards, cleaning methodologies, and hygiene practices. • Vendor and contract management expertise. • Budgeting and cost control skills. • Problem-solving and decision-making capabilities. • Proficiency in MS Office and facilities management software. • Understanding of HSE (Health, Safety, and Environment) requirements. Key Performance Indicators (KPIs) • Service quality audit scores. • Customer satisfaction ratings. • SLA/KPI compliance. • Budget adherence. • Staff productivity and attendance. • Safety and compliance performance. • Reduction in complaints and service disruptions.

INCO: “Cushman & Wakefield”