Job Description
Position Title: Soft Service Manager (HOD)
Department: Property Management- Commercial
Location: Gurgaon
Position Summary
The Soft Service Manager is responsible for overseeing comprehensive housekeeping and soft facilities management operations across a portfolio of 17 commercial buildings. This role ensures exceptional standards of cleanliness, hygiene, and tenant satisfaction while optimizing operational efficiency and managing costs effectively. The position requires strong leadership skills to manage diverse teams and coordinate with multiple stakeholders to deliver best-in-class property services.
Key Accountabilities
Operations Management
- Oversee daily housekeeping operations across 17 commercial properties ensuring consistent service delivery and quality standards
- Develop, implement, and maintain standard operating procedures for all soft service activities
- Conduct regular quality inspections, audits, and performance monitoring to ensure compliance with JLL standards
- Coordinate cleaning schedules and service delivery to minimize disruption to tenants and building operations
Team Leadership & Development
- Manage and supervise housekeeping staff and supervisors across multiple properties
- Provide coaching, training, and performance management to ensure team effectiveness
- Conduct regular team meetings and maintain adequate staffing levels
- Foster a safety-first culture and ensure compliance with health and safety regulations
Stakeholder Management
- Collaborate with building managers, security teams, and maintenance personnel to ensure seamless service coordination
- Serve as primary liaison for soft service matters with tenants, vendors, and internal teams
- Handle tenant complaints and feedback professionally, implementing solutions to enhance satisfaction
- Maintain strong communication with Property Management team on service delivery and performance metrics
Financial & Contract Management
- Develop and manage departmental budgets for housekeeping services across the portfolio
- Monitor expenses and identify cost optimization opportunities while maintaining quality standards
- Oversee vendor contracts, performance evaluation, and procurement processes
- Prepare regular financial reports and variance analysis for management review
Supply Chain & Inventory Management
- Monitor inventory levels and coordinate procurement of cleaning supplies and equipment
- Ensure cost-effective purchasing practices while maintaining quality standards
- Manage vendor relationships and evaluate supplier performance
- Implement sustainable practices aligned with JLL's environmental commitments
Required Qualifications
Education & Experience
- Bachelor's degree preferred or equivalent combination of education and experience
- Minimum 3-5 years of experience in facilities management, property management, or related field
- Previous experience managing teams in commercial real estate environment preferred
- Experience with multi-site operations management
Skills & Competencies
- Strong leadership and team management capabilities
- Excellent verbal and written communication skills
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Knowledge of building systems, cleaning protocols, and safety regulations
- Financial acumen with budget management experience
- Customer service orientation with problem-solving abilities
- Ability to work independently and manage multiple priorities
Certifications (Preferred)
- BOMI or IREM certification
- OSHA safety training
- Green cleaning or sustainability certifications
Working Conditions
- Office and field-based role requiring regular site visits across portfolio properties
- Standard business hours with occasional evening or weekend availability for emergencies
- Physical requirements include walking through buildings, climbing stairs, and conducting site inspections
- Travel between properties within assigned market area
What We Offer
At JLL, we are committed to providing our employees with a comprehensive benefits package and professional development opportunities. We offer competitive compensation, health and wellness programs, retirement planning, and a collaborative work environment that values innovation and excellence.
