Position Title: Soft Services Executive
Employment Type: Full-time
Position Summary
The Soft Services Executive is responsible for overseeing and coordinating the delivery of soft facilities management services including housekeeping, pest control, waste management, and other support services. This role ensures high-quality service delivery, vendor management, compliance with standards, and client satisfaction across assigned facilities.
Key Responsibilities
Service Delivery Management
- Oversee daily operations of soft services including housekeeping, pest control, waste management, landscaping, pantry services, and reception management
- Ensure service delivery meets client expectations, contractual obligations, and JLL quality standards
- Conduct regular site inspections and quality audits to maintain service excellence
- Address service gaps and implement corrective actions promptly
Vendor & Team Management
- Supervise and coordinate with soft service vendors and contracted staff
- Monitor vendor performance against SLAs and KPIs
- Conduct regular vendor review meetings and performance evaluations
- Manage housekeeping supervisors and support staff to ensure productivity and adherence to schedules
Compliance & Safety
- Ensure compliance with health, safety, and environmental regulations
- Maintain proper documentation including service logs, inspection reports, and compliance certificates
- Implement and monitor safe work practices for all soft service operations
- Coordinate pest control activities and maintain treatment records
Client Relationship Management
- Serve as primary point of contact for soft services-related queries and concerns
- Address client complaints and feedback promptly and professionally
- Prepare and present service performance reports to clients
- Proactively identify opportunities for service improvement and value addition
Inventory & Cost Management
- Monitor consumables inventory including cleaning chemicals, materials, and supplies
- Ensure optimal stock levels while controlling costs
- Track and report service expenses against approved budgets
- Identify cost optimization opportunities without compromising service quality
Reporting & Documentation
- Maintain accurate records of service activities, incidents, and performance metrics
- Prepare daily, weekly, and monthly service reports
- Document non-conformances and corrective action plans
- Update service delivery dashboards and management information systems
Qualifications & Experience
Education:
- Bachelor's degree in Facility Management, Hotel Management, Business Administration, or related field
- Diploma in Facility Management or equivalent certifications preferred
Experience:
- 3-5 years of experience in soft services or facilities management operations
- Prior experience in managing housekeeping, pest control, or support services
- Experience in the commercial real estate or IFM industry preferred
- Vendor management experience required
Skills & Competencies:
- Strong understanding of soft services operations and industry best practices
- Excellent organizational and multitasking abilities
- Strong communication and interpersonal skills
- Problem-solving mindset with attention to detail
- Proficiency in MS Office (Excel, Word, PowerPoint, Outlook)
- Knowledge of CAFM systems or facility management software is an advantage
- Understanding of health, safety, and environmental compliance requirements
Personal Attributes:
- Client-focused with service-oriented approach
- Proactive and able to work independently
- Team player with leadership capabilities
- Flexible and adaptable to changing priorities
- Professional demeanor and appearance
