Soft Services Executive

Department: Facility Management Services

Overview:

The Soft Services Executive plays a crucial role in ensuring seamless delivery of all facility soft services including reception, helpdesk, housekeeping, and cafeteria operations. This position requires an experienced professional who can provide hands-on leadership, maintain high service standards, coordinate with multiple vendors, and ensure exceptional customer experience across all service touchpoints.

DUTIES & RESPONSIBILITIES:

Helpdesk Management

• Be accessible for escalation of all FM related issues
• Oversee the Helpdesk work process
• Provide management advice to Helpdesk operators for escalated issues
• Ensure planning and execution of all preparation required for Conferences/meetings of the client as well as VIP visits scheduled during the shift

Reception & Front Office Management

• Oversee the Reception and Front Office function
• Ensure visitors are promptly attended by the Front Office Executives (FOE)
• Take rounds of the front office and lobby to ensure high standards of housekeeping and upkeep are maintained
• Monitor front desk staff performance and provide coaching as needed

Housekeeping Services Oversight

• Overall service delivery assessment of HK vendor
• Coordination meetings with vendor for resolution of service issues
• Evaluate vendor performance
• Ensure that vendor manpower reports at site as per agreed terms and conditions
• Undertake audit of the attendance and check their grooming
• Conduct regular quality inspections of cleaning standards

Cafeteria Services Management

• Ensure that the caterers are maintaining highest standards of hygiene in the services area
• Ensure that the quality and quantity of the food supplies are meeting the requirements
• When the food supplies run out, escalate the matter to the caterers' management immediately and make swift alternate arrangements
• In food shortage scenarios, communicate with the users and provide alternate solutions and appease them

General Operational Responsibilities

• Overall coordination with all service providing vendors
• Take rounds of the facility regularly to identify issues in Housekeeping, Maintenance, Cafeteria etc. and initiate immediate rectification actions
• Prepare weekly shift rosters for Helpdesk, Front Desk and Mailroom and communicate in advance to the staff and transport division
• Implement continuous improvement initiatives across all soft services
• Ensure adherence to health and safety standards across all service areas
• Manage and resolve customer complaints promptly and effectively

Qualifications:

• Bachelor's degree in Facility Management, Hospitality Management, or related field
• 5+ years of experience in soft services management within corporate environments
• Strong knowledge of service quality management and customer experience principles
• Proven experience in vendor management and performance evaluation
• Excellent problem-solving abilities with strong attention to detail
• Superior communication and interpersonal skills
• Experience with facility management systems and service request platforms
• Ability to work in shifts as required to oversee operations
• Professional certifications in facility management or hospitality management preferred

Skills & Competencies:

• Strong leadership and team management capabilities
• Excellent customer service orientation
• Ability to prioritize and manage multiple tasks simultaneously
• Proactive approach to problem identification and resolution
• Strong negotiation and vendor management skills
• Ability to work under pressure and handle escalations effectively
• Detail-oriented with focus on service quality and standards
• Proficient in Microsoft Office and facility management software

This position reports to the Facility Manager and works closely with clients, vendors, and the operations team to ensure exceptional soft services delivery across the facility.