Key Responsibilities

Soft Services Coordination

Coordinate daily operations of soft services including housekeeping, cleaning, pest control, waste management, landscaping, and hygiene services. Monitor service schedules ensuring vendors and staff complete assigned tasks according to established timelines and quality standards. Conduct daily walkthroughs and inspections to verify service delivery, cleanliness standards, and compliance with specifications. Identify service gaps or quality issues during inspections and coordinate immediate corrective actions. Maintain service logs documenting daily activities, inspections, observations, and corrective actions taken. Support multiple facilities or locations ensuring consistent service standards across assigned portfolio. Coordinate special cleaning requirements for events, moves, renovations, or seasonal activities.

Vendor and Service Provider Management

Serve as primary point of contact for soft service vendors including cleaning contractors, pest control providers, and waste management companies. Coordinate vendor attendance, access requirements, and work schedules to minimize disruption to facility operations. Monitor vendor staff performance including attendance, quality of work, adherence to standards, and professional conduct. Address vendor performance issues promptly, documenting concerns and escalating persistent problems to facility management. Verify vendor completion of assigned tasks using checklists, inspection forms, and photographic evidence. Coordinate vendor orientation and induction for new staff, ensuring understanding of site requirements and safety protocols. Maintain vendor contact databases with emergency contacts, escalation procedures, and service coverage details.

Quality Assurance and Inspections

Conduct regular quality inspections using standardized checklists covering all soft services areas and deliverables. Document inspection findings with photographs, detailed notes, and quality ratings for tracking and reporting purposes. Perform random spot-checks throughout the day to verify ongoing service quality and identify emerging issues. Monitor high-traffic areas, common spaces, washrooms, pantries, and external areas for cleanliness and presentation standards. Verify proper execution of deep cleaning schedules, periodic tasks, and specialized cleaning activities. Track quality trends and recurring issues, providing data to support service improvement initiatives. Coordinate joint inspections with clients, facility managers, or vendors to align on quality expectations and standards.

Service Request Management

Receive and log soft service requests from building occupants, clients, and facility teams using helpdesk systems or communication channels. Prioritize service requests based on urgency, impact, and established protocols ensuring timely response. Dispatch appropriate resources—housekeeping staff, vendors, or specialized service providers—to address requests efficiently. Monitor service request resolution ensuring work completion, quality verification, and user communication. Follow up with requestors to confirm satisfaction and close service tickets appropriately. Maintain service request records tracking volumes, response times, resolution rates, and trending issues. Escalate complex or recurring issues to facility management with recommendations for permanent solutions.

Hygiene and Consumables Management

Monitor consumables levels in washrooms, pantries, and common areas including toilet paper, hand soap, paper towels, and cleaning supplies. Coordinate replenishment of consumables ensuring adequate stock levels without wastage or overstocking. Conduct regular checks of washroom facilities verifying cleanliness, functionality, consumables availability, and proper maintenance. Report equipment malfunctions including soap dispensers, hand dryers, sanitary bins, or plumbing issues for repair. Monitor hygiene standards ensuring compliance with health regulations and client requirements. Implement waste segregation protocols ensuring proper separation of general waste, recyclables, and hazardous materials. Coordinate sanitary bin services and feminine hygiene product availability in accordance with workplace standards.

Client and Stakeholder Communication

Serve as accessible point of contact for building occupants regarding soft services matters, concerns, or requests. Communicate proactively with clients on service activities, planned cleaning schedules, or potential disruptions. Respond promptly to client inquiries and complaints with professional, courteous, and solution-oriented communication. Coordinate with security, reception, engineering, and other facility teams to ensure integrated service delivery. Provide regular updates to facility managers on service performance, issues, and improvement actions. Participate in client meetings when requested, presenting operational updates or addressing specific concerns. Build positive relationships with building occupants, demonstrating responsiveness and commitment to service excellence.

Documentation and Reporting

Maintain comprehensive records of all soft services activities including inspections, service requests, vendor attendance, and incidents. Prepare daily, weekly, or monthly operational reports summarizing service delivery, quality metrics, and issues resolved. Document non-conformances with photographs, detailed descriptions, and corrective actions for tracking and accountability. Update service trackers, dashboards, and logs in facility management systems or shared platforms. Compile data for performance reporting including SLA achievement, quality scores, and service request statistics. Maintain organized filing systems for service contracts, vendor documentation, inspection records, and compliance certificates. Support audit processes by providing accurate documentation and responding to audit queries.

Administrative Support

Coordinate purchase requisitions for cleaning supplies, consumables, and soft services materials. Verify and process vendor invoices ensuring accuracy against contracted rates and services delivered. Maintain inventory records of cleaning equipment, supplies, and consumables tracking usage and stock levels. Schedule routine service activities including carpet cleaning, window washing, facade cleaning, or specialized periodic tasks. Support budget monitoring by tracking soft services expenditures and flagging potential overruns. Coordinate permit applications or regulatory submissions related to pest control, waste management, or environmental compliance.

Required Qualifications

Education

Diploma or Bachelor's degree in Facility Management, Hospitality Management, or related field. Certifications in facility management or soft services operations are advantageous.

Experience

2-4 years of relevant experience in soft services coordination, facilities operations, or building management. Proven experience coordinating housekeeping, cleaning services, or hospitality operations in commercial buildings, corporate offices, hotels, or similar facilities. Demonstrated ability to manage multiple service providers and coordinate diverse soft services activities simultaneously. Experience conducting quality inspections and implementing corrective actions to maintain service standards. Background working in client-facing environments with emphasis on service delivery and customer satisfaction. Familiarity with facility management systems, helpdesk platforms, or service request management tools.

Technical Knowledge

Understanding of soft services operations including cleaning methodologies, frequencies, and quality standards. Knowledge of hygiene protocols, sanitation practices, and infection control measures. Familiarity with pest control procedures, treatment methods, and safety requirements. Awareness of waste management regulations including segregation, storage, and disposal requirements. Understanding of health and safety regulations related to cleaning operations and chemical handling. Knowledge of sustainable facilities practices including green cleaning, recycling, and resource conservation. Basic understanding of Material Safety Data Sheets (MSDS) and proper chemical handling procedures.

Core Competencies

Strong organizational skills with ability to coordinate multiple activities, vendors, and priorities simultaneously. Excellent attention to detail ensuring thorough inspections and accurate documentation of service quality. Effective communication skills for clear interaction with vendors, clients, facility teams, and building occupants. Problem-solving abilities to address service issues quickly and implement practical solutions. Proactive mindset anticipating potential issues and taking preventive actions. Customer service orientation with responsiveness to occupant needs and concerns. Ability to work independently with minimal supervision while meeting established standards and deadlines. Physical capability to conduct extensive facility walkthroughs and inspections throughout the workday. Proficiency in Microsoft Office applications including Excel for tracking, Word for documentation, and Outlook for communication. Experience with facility management software (CAFM), helpdesk systems, or mobile inspection applications is preferred. Flexibility to accommodate varying schedules including occasional early mornings, evenings, or weekend coverage as needed.

Preferred Qualifications

Training in quality management systems, auditing, or inspection methodologies. Knowledge of ISO standards related to facility services (ISO 9001, ISO 14001, ISO 45001). Experience in integrated facilities management (IFM) environments serving corporate clients. Understanding of LEED, WELL Building Standard, or green building certification requirements. Bilingual capabilities relevant to the operating location. First Aid or workplace safety training certifications.

Career Development Opportunities

This role provides excellent foundation for career advancement within facilities management and soft services leadership. Clear progression pathways include advancement to Senior Facility Coordinator, Supervisor roles, Assistant Facility Manager - Soft Services, or specialized roles in quality management or vendor management. The position offers broad exposure to facility operations, client relationship management, and service delivery excellence that supports long-term career development within JLL's facilities management practice.

The Facility Coordinator - Soft Services role offers the opportunity to develop comprehensive operational expertise while contributing directly to creating clean, safe, and welcoming workplace environments that enhance occupant experience and support business success.

Facility Executive - Soft Services