Soft Services Manager

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
  
  

• 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
  
  

• 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
  
  

• 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
  
  

• 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
  
  

• 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
  
  

• 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
  
  

• 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
  
  

• 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
  
  

• 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
  
  

• 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
  
  

• 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