Soft Service Manager

Job Description

What this job involves

- Will be responsible for the complete soft services of the property in terms of housekeeping, landscaping, horticulture, pest control, help desk operations, indenting of consumables, maintenance of consumption registers, training of soft services staff, co-ordination with the service partners, evaluation of vendors.
- Will assist the Property Manager in the day-to-day operations, in terms of liaison with the lessees, monitor the day-to-day complaints & render an analysis report on a monthly basis.
- Oversee and manage the team responsible for soft services (cleaning, security, landscaping, pest control, waste management, etc.).
- Conduct regular performance reviews, provide training, and ensure the team adheres to company standards.
- Maintain staffing levels and schedules to ensure smooth operations across the property.
- Ensure that all soft services are provided efficiently and effectively across the property.
- Monitor service quality and establish protocols to ensure the highest standards of cleanliness, security, and maintenance.
- Ensure compliance with health, safety, and environmental regulations within all soft services.
- Supervise the maintenance and aesthetic quality of all green spaces, gardens, and outdoor areas.
- Develop and implement landscaping plans and seasonal care schedules, including planting, trimming, lawn care, irrigation, and waste removal.
- Ensure landscaping services are provided to enhance the overall appeal of the property and align with client or property owner expectations.
- Monitor the health of plants, trees, and other vegetation, and ensure that pest and disease control is part of the landscaping strategy.
- Coordinate with landscaping vendors or in-house teams for regular upkeep and improvements, such as seasonal planting or the installation of new garden features.
- Oversee all pest control activities across the property, ensuring proactive measures are in place to prevent infestations of pests such as rodents, insects, and other harmful creatures.
- Coordinate with licensed pest control vendors to carry out regular inspections and pest control treatments.
- Review and assess the effectiveness of pest control measures, ensuring compliance with health and safety standards.
- Maintain records of pest control treatments and inspections and ensure that appropriate reports are generated and shared with relevant stakeholders.
- Coordinate with external vendors and contractors to ensure they deliver services according to contract specifications.
- Evaluate vendor performance, conduct regular reviews, and resolve any service issues.
- Manage the tendering process for contracts and ensure competitive pricing.
- Act as the main point of contact for tenants, property owners, and other stakeholders regarding soft services.
- Address client concerns and complaints promptly and professionally.
- Provide regular updates on the status of services and suggest improvements as needed.
- Manage the budget for soft services, ensuring efficient allocation of resources and cost control.
- Prepare cost estimates, track expenditure, and recommend cost-saving measures where possible.
- Monitor service contracts to ensure they are within the budget limits and renegotiate terms if necessary.
- Ensure that all soft services are delivered in compliance with company policies, industry standards, and legal regulations.
- Conduct regular risk assessments and ensure all safety protocols are in place for staff and property.
- Ensure proper training on safety and emergency procedures for all team members.
- Maintain accurate records of services rendered, inventory management, and compliance checks.
- Prepare regular reports on service performance, costs, and issues for upper management.
- Monitor and track KPIs for soft services to ensure service targets and SLAs are met.
- Implement and encourage sustainable practices, including waste management, energy efficiency, and eco-friendly cleaning solutions.
- Introduce initiatives aimed at reducing the property's carbon footprint and enhancing environmental sustainability.
- Develop and implement emergency response protocols for soft services in case of unforeseen circumstances (e.g., building evacuations, security breaches).
- Ensure the team is trained in emergency procedures to respond promptly to emergencies.
- Continuously review and improve processes for all soft services, ensuring they evolve to meet the changing needs of the property.
- Seek feedback from tenants and clients to identify areas for improvement.

Client:

- You will be working at ITC GC located at Bangalore

Site dynamics:

- Work Schedule: In general shift (9 am to 6 pm), six days a week
- Site team: Campus Lead
- Other details if any: NIL

Reporting:

- You would be reporting to Campus Lead

Sound like you Here is what we're looking for:

Being Analytical and Meticulous

- You must pay attention to detail and have excellent problem-solving skills. You will be building, maintaining, supporting, and validating the performance of subordinate staff workings. You will also be applying knowledge of administration; for program, resources, and staff and demonstrate the ability to manage others and to communicate information effectively with the internal & external customers along with leadership skills.

Qualifications

- You need to have a Degree / Diploma in housekeeping/hospitality, with minimum 5-7 years of work experience.
- Good communication skills (English - oral/written) would be a must.
- Other qualifications that will earn you brownie points will include:
- Knowledge in functional area of soft services.
- Adequate software exposure like MS Office, etc.

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