Soft Service Executive

As a Soft Service Executive in an MNC, you will be responsible for overseeing the soft services( facility management), ensuring that all aspects of housekeeping, office cleanliness, inventory management, and employee services are handled efficiently. You will play a key role in ensuring compliance with company policies, meeting SLAs and KPIs, managing operational reports, and ensuring a high standard of service delivery across multiple office locations.

Key Responsibilities:

SLA and KPI Management:

• Monitor and ensure compliance with agreed Service Level Agreements (SLAs) for soft services, such as housekeeping, office maintenance, and pantry services.
• Track and report on Key Performance Indicators (KPIs) related to operational efficiency, cleanliness, employee satisfaction, and service quality.
• Ensure performance targets are consistently met, identifying opportunities for improvement in service delivery.

MMR (Monthly Management Reports):

• Prepare comprehensive Monthly Management Reports (MMRs), highlighting performance against SLAs/KPIs, operational issues, corrective actions taken, and recommendations for future improvements.
• Present these reports to senior management, offering insights into service trends and potential areas for operational efficiency.

DSR (Daily Service Reports):

• Ensure timely submission of Daily Service Reports (DSRs), capturing operational updates on soft services (e.g., cleanliness, pantry operations, etc.).
• Address immediate operational challenges and provide daily feedback to internal teams and service providers.

Team Management:

• Lead, train, and motivate a team of facility management staff, ensuring optimal service delivery.
• Monitor team performance, conduct regular evaluations, and provide constructive feedback to team members to improve performance.
• Coordinate shift schedules, allocate tasks, and ensure team members adhere to company standards and SOPs.

Facility Audits:

• Conduct routine audits of office premises to ensure they meet cleanliness, safety, and regulatory standards.
• Identify and address any non-compliance issues, proposing corrective actions as needed.
• Ensure adherence to housekeeping and maintenance standards for all areas (e.g., common spaces, restrooms, pantry).

Inventory Management:

• Oversee inventory levels of office supplies, cleaning materials, and other soft services-related items.
• Ensure proper stock management, including timely ordering and inventory audits, to prevent shortages or excess stock.
• Work with procurement teams to maintain an efficient inventory system.

Compliance:

• Ensure all soft services comply with internal policies, health and safety regulations, and environmental standards.
• Stay up to date with local and international regulations relevant to facilities management and ensure the team follows them.
• Conduct risk assessments to identify potential hazards in the workplace and implement measures to mitigate them.

Complaint Management (TAT):

• Handle and resolve complaints related to housekeeping, office cleanliness, and facility management within established turnaround times (TAT).
• Ensure quick resolution of issues, communicating effectively with employees to understand their concerns and take corrective actions.
• Track recurring issues and identify trends that may require process improvements.

Housekeeping SOP Compliance:

• Ensure that all housekeeping staff strictly follow Standard Operating Procedures (SOPs) for cleaning and facility maintenance.
• Regularly review and update SOPs to enhance operational efficiency and cleanliness standards.
• Monitor quality control through periodic inspections and checklists.

General Operations:

• Oversee the smooth operation of all soft services, ensuring the office environment is conducive to productivity and well-being.
• Collaborate with other departments (e.g., HR, Administration, IT) to ensure a seamless work environment.
• Manage relationships with external service providers, ensuring their compliance with service standards and contract terms.

Qualifications and Skills:

• Education: Bachelors degree in Facilities Management, Business Administration, or related fields.
• Experience: Minimum 3-5 years in facilities management or soft services in a corporate environment.

Skills:

• Strong leadership and team management capabilities.
• Excellent communication skills to interact with employees, vendors, and management.
• Ability to manage multiple tasks simultaneously while maintaining high service standards.
• Proficiency in MS Office, facility management software, and reporting tools.
• Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
• Knowledge of compliance, safety regulations, and environmental standards relevant to facilities management.

Key Competencies:

• Leadership & Team Development
• Organizational & Time Management Skills
• Problem-Solving & Analytical Abilities
• Attention to Detail & Service Excellence
• Customer Service & Relationship Management
• Conflict Resolution & Complaint Handling