Soft Services Manager

Roles and responsibilities

• Manage soft services service providers/contractors for namely; Cleaning (Internal and External),
• Landscaping, Pest Control, Hygiene, Lab Testing and Waste Management; in order to achieve our Core
• Service Standards.
• Enforce all local codes and best practices in regards to cleaning, chemical usage, waste disposal and environmental action in order to ensure a clean and safe environment.
• Ensure a safe, clean and hygienic environment for guests and colleagues.
• Manage preventative and reactive maintenance activities undertaken by the service providers.
• Manage additional service requests related to soft services.
• Ensure KPI target(s) for self, division and department are met.
• Review service provider(s) performance and provide monthly reports to the Director of General Services regarding their compliance against predetermined/contracted SLAs and KPIs.
• Manage emergency situations that may arise in order to minimize possible commercial loss, revenue leaks, damage, loss or injury to human life or company property.
• Deliver operational support for special events in order to achieve set goals and targets.
• Manage operational schedules to ensure compliance with labor law/proper operational staffing levels.
• Ensure sustainable operational readiness of the different facilities.
• Chair or attend division meetings on a regular basis.
• Manage Division P&L, periodically meeting with Finance and/or Director of General Services to discuss
• Expenditure vs. Budget.
• Monitor "Guest Satisfaction" results and "Mystery Shopper" to enhance Guest's experience.
• Ensure smooth operations of the facilities on a daily basis.
• Continuously motivate and promote harmony through the department among all the colleagues and external service providers.
• Make decisions regarding soft services in a timely manner.
• Oversee and/or implement cost saving program in order to reduce overall operational costs.
• Manage the manning productively in order to achieve the most efficient use of labor and reduce the costs.
• Ensure actual expenses do not exceed the division's budget.
• Assist and/or develop the departmental budget annually.
• Develop and achieve division and Company objectives, action plans and KPI in order to support the Company in achieving the Executive Strategic Plan
• Ensure strict compliance with the departments/division's; processes, policies, procedures and forms in order to structure the division and assist colleagues in their operational needs.
• Be a positive, consistent and fair role model at all times ensuring high standards of practice are maintained while motivating, influencing and supporting other to accomplish personal, departmental and Company goals.
• Coordinate and communicate relevant information with colleagues in order to improve internal communication within the division and Company.
• Conduct colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth.
• Coach/Train Contribute in the Company's vision to "Create Smiles"

Desired candidate profile

A Soft Services Manager is responsible for overseeing and managing non-core services within an organization or facility. These services are typically the "soft" services that support the overall operational environment but are not directly related to the core business activities. Common examples of soft services include cleaning, landscaping, pest control, waste management, security, and catering.

The role of a Soft Services Manager involves ensuring that these services are delivered effectively, efficiently, and in line with the organization's standards and client expectations. The manager works closely with vendors, contractors, and in-house teams to maintain a high-quality environment, with a strong focus on customer satisfaction, budget management, and compliance with health and safety standards.

Key Responsibilities of a Soft Services Manager:

1. Managing Soft Services Operations

• Service Delivery: Oversee the delivery of soft services (e.g., cleaning, catering, waste management, landscaping, pest control, etc.) to ensure that they meet the required quality standards.
• Scheduling: Create and implement work schedules for staff and contractors to ensure services are provided at the right times and locations.
• Vendor Management: Manage relationships with external service providers or contractors. Ensure service-level agreements (SLAs) are met and that vendors are performing to the expected standards.
• Compliance: Ensure all services are delivered in compliance with company policies, health and safety regulations, and environmental standards.
• Quality Assurance: Regularly inspect service areas and report on quality, ensuring that any issues are addressed promptly. This includes regular audits and checks of services delivered (cleaning standards, waste disposal, etc.).

2. Budget Management and Cost Control

• Budget Planning: Develop and manage budgets for the soft services departments, ensuring that resources are allocated efficiently and that costs are kept within budgetary constraints.
• Cost Optimization: Identify opportunities to reduce costs while maintaining or improving service quality. Negotiate with suppliers and vendors to get the best value for money.
• Expenditure Tracking: Monitor expenditure, ensuring that all services are delivered within the agreed financial constraints.