Assistant Facility Manager – Soft Services

Role Overview

Support the Facility Manager in delivering high-quality soft services operations, ensuring excellent user experience through effective management of reception, housekeeping, catering, office services, and help desk functions in accordance with agreed Service Levels and Key Performance Indicators.

Key Responsibilities

Service Delivery Management

Manage day-to-day soft services operations to meet business unit requirements and maintain service excellence. Oversee the facilities team including Front Office Executives, Janitorial staff, and Facility Executives to ensure consistent delivery of user-focused services. Monitor the Help Desk system to ensure all service requests are logged, tracked, and resolved within agreed timeframes. Conduct routine floor inspections to verify service quality and contractor performance.

Vendor & Supplier Management

Develop and maintain strong working relationships with soft services vendors and suppliers. Conduct spot-checks and reviews to verify contractors are meeting service obligations. Escalate performance issues and work collaboratively to resolve service gaps.

Client & Stakeholder Interaction

Build effective relationships with key client representatives and business unit leaders. Clearly document and communicate client expectations to the facilities team. Coordinate closely with site leaders to address problems and enhance working environment performance. Conduct weekly meetings with associates to understand concerns and provide support.

Records Management

Manage offsite document storage operations including scheduled collection and retrieval services. Ensure proper documentation protocols are followed and records are accessible when required.

Project Support & Business Continuity

Assist with business unit relocations, office moves, and ad hoc projects as required. Provide backup support for the Facility Manager during periods of absence. Participate as a key team member in emergency response situations and be available for critical out-of-hours issues.

Administrative & Compliance Management

Ensure all soft services operations comply with relevant health, safety, and workplace standards. Maintain accurate documentation and reporting for all service activities. Complete general administrative tasks efficiently and support any other duties as assigned by the Facility Manager or Senior Manager.

Management Responsibilities

In addition to the above, this role includes the following specific management accountabilities:

Catering & Pantry Management

• Oversee pantry services and catering operations for in-house lunches, presentations, and staff events
• Manage kitchen equipment inventory and coordinate maintenance requirements
• Order and manage pantry supplies including beverages, snacks, and consumables

Housekeeping Management

• Ensure general cleanliness of the office premises at all times
• Directly manage the janitorial team to maintain agreed cleaning standards
• Conduct regular inspections and address quality issues promptly

Office Services Management

• Order copier refills, non-IT office equipment, and plants for the office
• Order office supplies including stationery, pantry supplies, equipment, and services
• Conduct analysis of consumption patterns and optimize ordering processes
• Manage subscriptions for periodicals and newspapers

Front Office Management

• Manage the receptionist in the discharge of front office duties
• Ensure professional visitor management and first-point-of-contact services
• Oversee mail, courier, and reception protocols

Administrative Services

• Manage user car park applications with the Building Landlord
• Maintain accurate records of all soft services activities
• Assist in managing service levels to meet business unit needs

Education & Experience

Required Experience:

• Minimum 5 years of experience in facility management with focus on soft services
• Minimum 3 years of supervisory or team leadership experience in a Facility Executive or similar role
• Proven track record managing multi-service soft services operations

Required Skills & Competencies

Service Management: Strong understanding of soft services delivery models, service level agreements, and KPI management

People Management: Demonstrated ability to lead, motivate, and develop diverse teams in customer-facing environments

Communication: Excellent verbal and written communication skills with ability to interact effectively across all organizational levels

Relationship Building: Strong interpersonal skills with ability to build rapport quickly with clients, vendors, and team members

Problem Solving: Proactive approach to identifying issues and implementing practical solutions under pressure

Adaptability: Ability to manage multiple priorities, adapt to changing requirements, and perform effectively in fast-paced environments

Attention to Detail: Meticulous approach to quality control, inspections, and service delivery standards

Technology: Proficient in help desk systems, facility management software, and standard office applications