Job Title

Job Description Summary

Job Description

Key Responsibilities

Operations Management

• Supervise day-to-day housekeeping and soft service operations.
• Ensure cleanliness and hygiene standards are maintained across all facility areas.
• Monitor vendor performance and ensure compliance with service level agreements (SLAs).
• Conduct routine inspections and audits of facilities and service areas.
• Coordinate pest control, waste management, landscaping, and pantry services.

Team Management

• Manage housekeeping staff and service providers.
• Prepare duty rosters, shift schedules, and manpower planning.
• Conduct staff briefings, training, and performance monitoring.
• Ensure proper grooming, discipline, and attendance of service teams.

Quality & Compliance

• Ensure compliance with health, safety, and environmental regulations.
• Implement standard operating procedures (SOPs) for soft services.
• Maintain records of inspections, audits, and corrective actions.
• Support quality improvement initiatives and customer satisfaction programs.

Customer Service

• Attend and resolve occupant/client complaints related to housekeeping and facility services.
• Maintain high levels of customer satisfaction through proactive service delivery.
• Coordinate with stakeholders to address service requirements and special events.

Inventory & Cost Control

• Monitor consumption of housekeeping materials and pantry supplies.
• Maintain inventory records and ensure optimal stock levels.
• Assist in budgeting, procurement, and cost-control initiatives.
• Verify vendor invoices and service completion reports.

Required Qualifications

• Bachelor's degree in Hospitality, Hotel Management, Facilities Management, Business Administration, or related field.
• 2 to 5 years of experience in housekeeping, facility management, or soft services operations.
• Experience in managing outsourced vendors and housekeeping teams preferred.

Key Skills

• Housekeeping Operations Management
• Vendor & Contract Management
• Customer Service Orientation
• Team Leadership and Supervision
• Communication and Interpersonal Skills
• Problem Solving
• Reporting and Documentation
• MS Office (Excel, Word, PowerPoint)
• Health, Safety & Hygiene Compliance

Key Performance Indicators (KPIs)

• Housekeeping audit scores
• SLA compliance
• Customer satisfaction ratings
• Complaint resolution turnaround time
• Budget adherence
• Hygiene and safety compliance levels
• Vendor performance scores

Preferred Certifications

• Facility Management Certification
• Housekeeping Management Certification

Occupational Health & Safety Training