Reporting : Property Manager
CTC: 33,000 per month
Job Purpose
The Assistant Manager - Soft Services is responsible for overseeing and delivering high-quality soft services, including housekeeping, waste management, and vendor coordination, to ensure a clean, safe, and well-maintained residential complex. Acting as the primary point of contact for soft services, the role focuses on enhancing resident satisfaction, maintaining operational efficiency, and fostering strong client and stakeholder relationships.
Key Responsibilities and Accountabilities
1. Operational Management
Site Operations Oversight: Supervise all soft services operations, including housekeeping, waste management, and pest control, ensuring compliance with client requirements and service level agreements (SLAs).
Team Deployment: Allocate team resources efficiently to meet service objectives while prioritizing safety and effectiveness.
Preventive Maintenance: Conduct regular inspections and implement preventive measures to minimize equipment breakdowns and maintain premises standards.
Waste Management: Oversee organic waste converter (OWC) operations and coordinate with vendors for effective waste disposal and recycling.
Training Programs: Develop and deliver housekeeping and operational training to enhance team performance and ensure adherence to standard operating procedures (SOPs).
Snag Resolution: Prepare and prioritize snag lists, coordinating with project teams to address maintenance issues promptly.
2. Vendor and Contract Management
Vendor Coordination: Manage relationships with vendors, including negotiation of contracts, invoicing, and ensuring compliance with SLAs.
Resource Planning: Identify and procure necessary resources and equipment to support soft services operations.
Contract Oversight: Monitor vendor performance, review terms and conditions, and ensure cost-effective service delivery.
3. Client and Stakeholder Engagement
Client Interaction: Serve as the primary point of contact for clients, gathering requirements and addressing concerns promptly to ensure resident satisfaction.
Resident Relations: Build and maintain positive relationships with residents, addressing queries and providing timely updates.
Team Meetings: Conduct regular meetings with facility teams and clients to align on goals and discuss operational improvements.
4. Reporting and Documentation
MIS Reporting: Generate and submit daily, weekly, fortnightly, and monthly management information system (MIS) reports to track performance and highlight key metrics.
Monthly Management Reports: Prepare comprehensive reports for management review, summarizing operational performance and resident feedback.
Record Keeping: Maintain accurate records, including inventory, complaint trackers, daily/monthly reports (DMR/MMR), and dashboards.
Checklists and SOPs: Ensure all operational checklists and SOPs are implemented and followed consistently.
5. Team Leadership and Development
Team Supervision: Provide clear direction and leadership to soft services teams, fostering a collaborative and high-performing work environment.
Recruitment: Interview and onboard qualified candidates to build a competent team.
Employee Engagement: Organize rewards and recognition (R&R) programs and team-building activities to boost morale and retention.
Daily Briefings: Conduct briefings and debriefings to ensure staff are aligned with daily objectives and operational standards.
6. Problem Solving and Continuous Improvement
Issue Resolution: Troubleshoot operational challenges, escalating major issues to the client and regional office as needed.
Best Practices: Implement industry best practices and innovative solutions to enhance service delivery and operational efficiency.
Customer Feedback: Actively collect and act on resident feedback to improve services and address concerns promptly.
Knowledge, Experience, and Skills
Educational Qualifications
Bachelor’s degree in any discipline or Hotel Management
Experience
Minimum 4+ years of experience in soft services management in residential complexes
Key Competencies
- Excellent client relationship management and interpersonal skills
Strong verbal and written communication skills
Proven leadership and team management abilities
Problem-solving and decision-making skills
Ability to negotiate and manage vendor contracts
Proficiency in MIS reporting and data analysis
Proactive, detail-oriented, and adaptable to dynamic environments
Key Performance Indicators (KPIs)
Resident Satisfaction: Achieve a minimum of 90% resident satisfaction in quarterly surveys.
100% Crest SOP Implementation: Ensure 100% adherence to Crest SOP for soft services delivery.
Issue Resolution: Resolve 100% of critical snags within 24 hours and 90% of non-critical snags within 48 hours.
Training Compliance: Conduct at least one training session per week for all soft services staff.
Cost Efficiency: Maintain materials, consumables and machinery costs within 5% of the approved budget.
Typical Daily Tasks
Morning Briefing: Conduct a daily team briefing to assign tasks, review priorities, and communicate updates.
Site Inspections: Perform rounds of the premises to check cleanliness, equipment functionality, and identify any maintenance issues or snags.
Vendor Coordination: Communicate with vendors to ensure timely delivery of services, such as waste collection or housekeeping supplies.
Resident Interaction: Address resident queries or complaints, providing updates and ensuring prompt resolution.
Team Supervision: Monitor team performance, ensuring adherence to SOPs and addressing any immediate operational challenges.
Documentation: Update daily reports, complaint trackers, and checklists, ensuring accurate record-keeping.
Snag Management: Review and prioritize snag lists, coordinating with project teams for rectification.
MIS Updates: Compile and review daily MIS data, preparing summaries for management reporting.
Training Check-ins: Provide on-the-spot guidance or brief training to housekeeping staff as needed.
Evening Debrief: Conduct a debrief with the team to review the day’s performance, address issues, and plan for the next day.
Self-Image Required
The Assistant Manager - Soft Services must project a professional, approachable, and confident image that aligns with the organization’s commitment to excellence. This includes:
Professional Appearance: Maintain a neat, well-groomed appearance, adhering to the organization’s dress code (e.g., business casual or branded uniform as required).
Positive Demeanor: Display a courteous, empathetic, and solution-oriented attitude when interacting with residents, clients, and team members.
Leadership Presence: Exude confidence and authority while remaining approachable, fostering trust and respect among team members and stakeholders.
Cultural Alignment: Reflect the organization’s values of integrity, resident-centric service, and teamwork in all interactions.
Traits
The ideal candidate for the Assistant Manager - Soft Services role should exhibit the following traits:
Proactivity: Anticipates issues and takes initiative to address them before they escalate.
Empathy: Understands and responds to resident and team concerns with sensitivity and care.
Resilience: Remains calm and effective under pressure, managing multiple priorities in a fast-paced environment.
Attention to Detail: Ensures high standards of cleanliness and operational excellence through meticulous oversight.
Adaptability: Quickly adjusts to changing priorities, resident needs, or operational challenges.
Collaborative Spirit: Works seamlessly with teams, vendors, and stakeholders to achieve common goals.
Ethical Conduct: Demonstrates honesty, transparency, and accountability in all professional dealings.
