Job Overview
The Soft Services Facilities Manager is responsible for managing and overseeing the delivery of soft services within a facility, ensuring a high standard of service and customer satisfaction. Soft services typically include cleaning, security, waste management, landscaping, pest control, and other non-technical support services. The role involves coordinating with vendors, managing contracts, and ensuring that all services align with safety, health, and operational standards.
Key Responsibilities
Service Management:
- Oversee the day-to-day operations of all soft services (cleaning, security, waste management, etc.).
- Ensure service providers meet performance standards and KPIs.
- Maintain quality control procedures for all soft services and ensure high levels of cleanliness, safety, and operational efficiency.
Vendor & Contract Management:
- Manage relationships with third-party vendors, negotiate contracts, and monitor vendor performance.
- Conduct regular vendor reviews, including quality checks, audits, and performance analysis.
- Ensure all contracts are compliant with legal and company standards.
Customer & Stakeholder Relations:
- Act as the primary point of contact for clients and internal stakeholders regarding soft services.
- Regularly review client feedback and implement service improvements.
- Ensure a high level of customer satisfaction and respond to complaints or issues promptly.
Team Leadership:
- Lead and motivate a team of soft services personnel, including cleaners, security staff, and other support teams.
- Provide ongoing training, development, and performance management for the team.
- Foster a collaborative working environment and encourage professional growth.
Qualifications and Skills
Education:
- Bachelor's degree in Facilities Management, Business Administration, or a related field (or equivalent experience).
Experience:
- 5+ years of experience in facilities management with a focus on soft services.
