PURPOSE

• A Facilities Soft Services Specialist is responsible for managing non-technical services within a facility to ensure a clean, safe, and welcoming environment. This includes overseeing cleaning, waste management, landscaping, catering, security, and other customer-focused services, and other services that directly impact employee experience and operational efficiency. The specialist ensures that soft services operate efficiently, meet quality standards, and comply with all relevant regulations. The role contribute to the overall functionality, comfort, and aesthetic of the workplace.

You will engage with the following stakeholders:

• Internal and external sttakeholders

Your key responsibilities include:
Service Management:

• Oversee the delivery of all soft services, including cleaning, security, waste management, pest control, landscaping, catering, and reception services.
• Ensure service levels meet organizational standards and enhance the customer experience.
• Conduct regular inspections to monitor the quality of services provided.

Cleaning and Hygiene Management

• Oversee daily cleaning operations and ensure compliance with health and safety standards.
• Develop and implement cleaning schedules for offices, restrooms, and shared spaces.
• Conduct regular inspections to ensure high cleanliness standards are maintained.
• Source and manage cleaning products and consumables.

Security Services Management:

• Manage third party security personnel to ensure the safety and security of the premises.
• Develop and implement security protocols, access control systems, and emergency response plans.
• Monitor security incidents and ensure timely resolution and reporting.

Reception and Front-of-House Services

• Ensure the reception area is well-maintained with third party professional personnel.
• Develop processes for visitor management and front-desk operations.
• Monitor and enhance the visitor experience.

Events Management

• Manage and coordinate events for internal meetings and functions.

Project Management

• Plan, execute, and manage all Facilities Management projects such as implementing new cleaning technologies, launching sustainability initiatives, or transitioning to new service providers.
• Develop detailed project plans, including timelines, budgets, and resource allocation, and ensure projects are delivered on time and within budget.
• Collaborate with cross-functional teams, including hard services managers, procurement teams, and external vendors, to ensure seamless project execution.
• Prepare regular project updates and reports for senior management, highlighting risks, progress, and achievements.

Communication Management:

• Manage and maintain good stakeholder relationships.
• Understand customer needs and supplier contribution and utilise to drive optimal operational results.
• Ensure team manages and delivers on internal and external stakeholder requirements/SLA’s.
• Respond to feedback and address concerns promptly.
• Conduct regular meetings to ensure satisfaction and alignment with client expectations.
• Maintain strong communication channels with clients, staff, and service providers to address issues promptly and effectively.
• Host regular meetings with service providers and key stakeholders to review performance, resolve concerns, and drive continuous improvement.

Vendor and Contractor Management:

• Manage relationships with service providers and contractors for soft services.
• Negotiate and manage contracts, ensuring adherence to service-level agreements (SLAs).
• Evaluate vendor performance and implement corrective actions when necessary.

Health, Safety, and Compliance:

• Ensure that all soft services comply with South African health, safety, and environmental regulations.
• Maintain records for audits, inspections, and certifications.
• Train and monitor staff on safety protocols and procedures.

Budget Management:

• Develop and manage budgets for soft services.
• Monitor expenses and implement cost-saving initiatives without compromising service quality.

Customer Service and Experience:

• Manage the Helpdesk: Respond to customer complaints and feedback related to all Facilities Management and real estate services.
• Develop initiatives to improve employee and visitor satisfaction.
• Implement and monitor customer experience programs for soft services.

Operational Efficiency:

• Develop and implement schedules for cleaning, waste collection, and other services.
• Optimize resource allocation to ensure cost-effective service delivery.
• Use facilities management software to track and manage services.

Sustainability Initiatives:

• Promote eco-friendly practices, such as waste reduction and recycling.
• Implement energy-efficient solutions for soft services.

QUALIFICATIONS / KNOWLEDGE

• Diploma or Degree in Facilities Management, Hospitality Management, Business Administration, or a related field.
• Specialized certifications in soft services (e.g., cleaning management or customer service) are advantageous.
• Occupational Health and Safety (OHS) compliance in South Africa.
• Environmental Management Systems (e.g., ISO 14001).
• Facility Management certifications, such as from the South African Facilities Management Association (SAFMA).

EXPERIENCE

• Minimum 6 years of experience in managing soft services within a facility.
• Practical experience in vendor management and customer service.
• Experience in budgeting and financial management for soft services.
• Strong interpersonal and communication skills for dealing with customers and contractors.
• Excellent organizational and multitasking abilities.
• Knowledge of South African labour laws and safety regulations.
• Proficiency in Computerized Maintenance Management Systems (CMMS) and other facilities management software.
• Strong understanding of service-level agreements and vendor management best practices.