Job Description: Soft Services Manager

Department: Facilities Management

Reports To: Facilities Director / General Manager

Employment Type: Full-Time

Position Summary

The Soft Services Manager is responsible for leading and coordinating all soft services operations within assigned facilities. This role oversees vendor partners across multiple service lines including housekeeping, janitorial, landscaping, pest control, waste management, catering, reception, and other non-technical facility services. The Soft Services Manager ensures service excellence, operational efficiency, compliance, and client satisfaction through strategic vendor management and team leadership.

Key Responsibilities

Vendor Management and Coordination

Manage relationships with all soft services vendor partners and service providers
Serve as primary point of contact for vendor communication, escalations, and performance issues
Coordinate service delivery across multiple vendors to ensure seamless facility operations
Monitor vendor compliance with service level agreements, contract terms, and performance standards
Conduct regular vendor performance reviews and implement corrective actions when needed
Negotiate contracts, rates, and service terms in collaboration with procurement teams
Onboard new vendors and ensure proper training on site-specific requirements and procedures

Service Delivery Oversight

Oversee daily operations of housekeeping, janitorial, landscaping, pest control, waste management, and other soft services
Develop and implement service schedules, scopes of work, and quality standards
Conduct regular site inspections to verify service quality and adherence to specifications
Address service gaps, quality issues, or client concerns promptly and effectively
Ensure consistent delivery of high-quality services across all locations

Client and Stakeholder Management

Act as primary liaison between clients and soft services teams
Understand client expectations and translate them into actionable service requirements
Conduct regular client meetings to review performance, address concerns, and discuss improvements
Respond to client requests, complaints, and feedback in a timely and professional manner
Build strong relationships with building occupants, property managers, and facility stakeholders

Budget and Cost Management

Manage soft services budget and control operational costs
Review and approve vendor invoices for accuracy and compliance with contracted rates
Identify cost-saving opportunities without compromising service quality
Track expenses against budget and provide regular financial reporting
Optimize resource allocation and service schedules to maximize efficiency

Compliance and Safety

Ensure all soft services operations comply with health, safety, and environmental regulations
Monitor vendor adherence to workplace safety protocols and industry standards
Conduct safety audits and risk assessments for soft services activities
Maintain required documentation, certifications, and permits for all service operations
Implement and enforce company policies and standard operating procedures

Team Leadership and Development

Lead, motivate, and develop in-house soft services staff and supervisors
Provide guidance, coaching, and performance feedback to team members
Conduct training programs to enhance staff skills and service delivery
Foster a culture of accountability, excellence, and continuous improvement
Coordinate staffing levels and schedules to meet operational demands

Performance Monitoring and Reporting

Establish key performance indicators (KPIs) for all soft services functions
Track, analyze, and report on service performance metrics and trends
Prepare regular reports for senior management on operations, costs, and vendor performance
Utilize data to identify improvement opportunities and implement corrective actions
Maintain accurate records of service activities, incidents, and quality audits

Process Improvement and Innovation

Identify opportunities to improve service quality, efficiency, and cost-effectiveness
Implement best practices and innovative solutions in soft services management
Stay current with industry trends, technologies, and sustainability initiatives
Lead projects to enhance operational processes and client satisfaction
Support sustainability goals through waste reduction, green cleaning practices, and environmental stewardship

Qualifications

Required:

Bachelor's degree in Facilities Management, Business Administration, Hospitality Management, or related field; or equivalent combination of education and experience
5-7 years of experience in facilities management with focus on soft services operations
3+ years of vendor management and contract oversight experience
Proven leadership and team management capabilities
Strong understanding of housekeeping, janitorial, landscaping, waste management, and related services
Excellent communication, negotiation, and interpersonal skills
Proficiency in Microsoft Office Suite and facilities management software
Budget management and financial analysis skills
Strong problem-solving and decision-making abilities

Preferred:

Professional certification such as FMP (Facility Management Professional), CFM (Certified Facility Manager), or IFMA credentials
Experience managing multi-site or campus environments
Knowledge of LEED, sustainability practices, and green cleaning standards
Experience in corporate, commercial, or institutional facilities
Bilingual capabilities

Key Competencies

Vendor and contract management
Leadership and team development
Client relationship management
Operational excellence
Financial management and cost control
Communication and stakeholder engagement
Problem-solving and critical thinking
Compliance and risk management
Strategic planning and process improvement

Working Conditions

Office-based with significant time spent conducting site inspections and vendor meetings
Standard business hours with flexibility for occasional evening or weekend coverage
Frequent walking and physical inspection of facilities
May require travel between multiple sites or locations
Availability for emergency response or escalations as needed