Service Delivery and Quality Control:

1. Supervise Soft Services:

• Oversee and coordinate soft services such as cleaning, waste management, pest control, landscaping, and security services.
• Ensure that all cleaning and maintenance tasks are carried out according to predefined schedules and service standards.
• Inspect and assess the cleanliness, safety, and overall condition of facilities, identifying areas for improvement.
• Respond promptly to complaints and feedback from building occupants, ensuring swift resolution of any issues.

1. Service Standards and Procedures:

• Develop and implement standard operating procedures (SOPs) for all soft services.
• Ensure all staff members adhere to cleanliness, hygiene, and safety guidelines as per industry standards.
• Conduct regular quality control checks to ensure that all services meet or exceed the required standards.

Team Supervision and Management:

1. Staff Management:

• Supervise, lead, and motivate a team of soft service staff (e.g., cleaners, waste management personnel, landscaping crews).
• Assign tasks and ensure that team members have clear instructions on what is expected of them.
• Provide regular training to staff on cleaning techniques, safety protocols, customer service, and facility standards.
• Monitor employee performance, providing feedback and conducting performance reviews.
• Ensure compliance with health and safety regulations and company policies.

1. Scheduling and Resource Allocation:

• Manage staff schedules to ensure adequate coverage during peak hours and special events.
• Monitor and adjust resource allocation to ensure that work is completed efficiently and effectively.
• Oversee and ensure that appropriate cleaning materials, tools, and equipment are available and in good condition.

Operational Efficiency and Cost Control:

1. Budget Management:

• Assist in managing the soft services budget, ensuring that costs are kept within established limits.
• Monitor the procurement of supplies and ensure the efficient use of resources.
• Identify cost-saving opportunities in service delivery and resource usage while maintaining service quality.

1. Inventory and Supply Management:

• Monitor and maintain inventory levels of cleaning supplies, tools, and equipment.
• Ensure that all supplies are ordered in a timely manner and stored properly.
• Liaise with suppliers for the procurement of necessary items and negotiate terms and prices to control costs.

Health, Safety, and Compliance:

1. Health and Safety Compliance:

• Enforce compliance with health and safety regulations for all soft service activities, ensuring staff are equipped with proper protective gear (e.g., gloves, masks) and adhere to safety protocols.
• Conduct regular safety inspections and address any issues or non-compliance immediately.
• Ensure that waste is disposed of correctly and that recycling initiatives are followed where applicable.
• Ensure the proper maintenance and use of cleaning equipment, minimizing health and safety risks.

1. Sustainability Practices:

• Promote sustainability within soft services, such as using environmentally friendly cleaning products and reducing waste.
• Encourage staff to adopt eco-friendly practices like proper recycling and energy conservation.

Customer and Client Relationship:

1. Client Interaction:

• Serve as the point of contact for clients or tenants regarding soft services and address any concerns or special requests.
• Work closely with the Facilities or Operations Manager to ensure that the soft services meet client expectations and service level agreements (SLAs).
• Provide excellent customer service, ensuring that the facility is always clean and well-maintained for all users.

1. Reporting and Documentation:

• Prepare and submit regular reports on service delivery, staff performance, and maintenance activities.
• Document any complaints, incidents, or areas of concern, ensuring that follow-up actions are taken.
• Ensure accurate record-keeping of maintenance logs, inventory usage, and health and safety compliance.

Skills

Education and Experience:

• High School Diploma or Equivalent (required)
• Associate’s or Bachelor’s Degree in Facilities Management, Business Administration, or a related field (preferred)
• 5+ in Soft Services with BICS experience
• Prior experience in cleaning or maintenance services, customer service, or operations management is beneficial.

Skills:

• Leadership and Supervision: Strong ability to lead, motivate, and manage a team effectively, with a focus on productivity and quality.
• Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and ensure that all soft services are carried out efficiently.
• Attention to Detail: Excellent eye for quality and cleanliness, with a strong focus on service standards.
• Communication Skills: Clear and effective communication skills, both verbal and written, to interact with staff, clients, and management.
• Problem-Solving: Ability to handle complaints, resolve conflicts, and make quick decisions in a fast-paced environment.
• Time Management: Strong time management skills to ensure that all tasks and responsibilities are completed within deadlines.
• Health and Safety Knowledge: Understanding of workplace health and safety regulations, especially in relation to cleaning and maintenance.
• Budget Management: Basic knowledge of managing budgets, controlling costs, and maintaining resource efficiency.

Certifications (Optional):

• Certified Facility Manager (CFM) or Certified Professional Cleaner (CPC) from an accredited body.
• Health and Safety Certifications (e.g., OSHA or equivalent).
• First Aid/CPR Certification.
• Sustainability Certifications (e.g., LEED, Green Cleaning Certification) can be advantageous.