Job Description
Job Title
Soft Services Manager
Department
Facilities Management
Reports To
Facilities Manager / Operations Manager / General Manager
Job Summary
The Soft Services Manager is responsible for the planning, management, and delivery of all soft facilities management services to ensure a clean, safe, hygienic, and customer-focused environment. The role oversees housekeeping, cleaning, waste management, pest control, landscaping, laundry services (where applicable), security coordination (where applicable), and other support services while ensuring compliance with contractual obligations, health and safety regulations, environmental standards, quality requirements, and budgetary targets.
Key Responsibilities
Operational Management
- Plan, organize, and oversee the daily delivery of soft services across all assigned facilities.
- Ensure all services are delivered in accordance with contractual requirements, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).
- Develop work schedules, staffing plans, and resource allocation to meet operational needs.
- Conduct regular inspections and quality audits to ensure high standards of cleanliness, hygiene, and customer satisfaction.
- Monitor service performance and implement continuous improvement initiatives.
Team Leadership
- Recruit, supervise, mentor, and evaluate supervisors and operational staff.
- Conduct staff induction, training, coaching, and performance reviews.
- Promote teamwork, accountability, and a positive workplace culture.
- Manage employee attendance, leave, disciplinary matters, and workforce planning.
Contract and Vendor Management
- Manage outsourced contractors and service providers.
- Monitor contractor performance and ensure compliance with contractual obligations.
- Review contractor reports, invoices, and service delivery standards.
- Coordinate vendor meetings and performance reviews.
Budget and Resource Management
- Prepare and manage departmental budgets.
- Monitor operational costs and identify cost-saving opportunities.
- Ensure effective procurement and inventory control of cleaning materials, consumables, chemicals, equipment, and uniforms.
- Optimize resource utilization while maintaining service quality.
Health, Safety, Environment, and Quality
- Ensure compliance with occupational health and safety regulations and environmental requirements.
- Promote safe work practices and ensure proper use of Personal Protective Equipment (PPE).
- Conduct workplace inspections and risk assessments.
- Ensure compliance with infection prevention and control procedures where applicable.
- Support internal and external audits and implement corrective actions.
Customer Service
- Build and maintain positive relationships with clients, tenants, and stakeholders.
- Investigate complaints and implement timely corrective actions.
- Monitor customer satisfaction and recommend service improvements.
- Support special events and emergency response activities as required.
Reporting and Administration
- Prepare daily, weekly, and monthly operational reports.
- Monitor and report on KPIs, SLAs, budgets, and service performance.
- Maintain accurate operational records, inspection reports, training records, and compliance documentation.
- Present performance reports and recommendations to senior management.
Qualifications
- Bachelor's degree or Diploma in Facilities Management, Hospitality Management, Business Administration, Environmental Health, or a related field.
- Professional certification such as IFMA, IWFM (formerly BIFM), or equivalent is desirable.
Experience
- Minimum of 5 years' experience in facilities management, hospitality, or property management.
- At least 3 years of supervisory or management experience in soft services.
- Experience managing services within healthcare, commercial, educational, industrial, hospitality, or mixed-use facilities is preferred.
Required Skills
- Strong leadership and people management skills.
- Excellent knowledge of soft facilities management operations.
- Strong understanding of housekeeping, cleaning, waste management, landscaping, and pest control services.
- Excellent planning, organizational, and problem-solving skills.
- Strong financial management and budgeting skills.
- Excellent communication and stakeholder management abilities.
- Knowledge of health, safety, environmental, and quality management systems.
- Proficiency in Microsoft Office Suite and Computerized Maintenance Management Systems (CMMS) or Facilities Management software.
- Ability to manage multiple priorities and meet deadlines.
Key Performance Indicators (KPIs)
- Compliance with Service Level Agreements (SLAs).
- Customer satisfaction scores.
- Cleaning quality audit results.
- Budget performance and cost control.
- Contractor performance ratings.
- Staff productivity and attendance.
- Health and safety compliance.
- Number and resolution time of customer complaints.
- Completion of inspections, audits, and corrective actions.
Working Conditions
- Office-based with regular inspections of operational sites.
- Frequent interaction with clients, contractors, suppliers, and operational staff.
- May require occasional travel between facilities.
- May require working outside normal business hours, including weekends and public holidays, depending on operational requirements.
- Required to wear appropriate PPE during site inspections where applicable.
