Soft Services Manager

2 weeks ago

Abu Dhabi, United Arab Emirates Farah Experiences Full time

**Job Overview**
- This position manages the Soft Services Division.
- Ensure the highest standard of cleanliness and service excellence throughout the Parks for all Guests & Colleagues.
- Manage the External Service Providers including but not limited to; Cleaning (Internal and External), Landscaping, Pest Control, Hygiene, Lab Testing and Waste Management.
- Instill a budget and cost savings awareness throughout the Department.

**Job Scope**
- Manage soft services service providers/contractors for namely; Cleaning (Internal and External), Landscaping, Pest Control, Hygiene, Lab Testing and Waste Management; in order to achieve our Core Service Standards.
- Enforce all local codes and best practices in regard to cleaning, chemical usage, waste disposal and environmental action in order to ensure a clean and safe environment.
- Ensure a safe, clean and hygienic environment for guests and colleagues.
- Manage preventative and reactive maintenance activities undertaken by the service providers.
- Manage additional service requests related to soft services.
- Ensure KPI target(s) for self, division and department are met.
- Review service provider(s) performance and provide monthly reports to the Director of General Services regarding their compliance against predetermined/contracted SLAs and KPIs.
- Manage emergency situations that may arise in order to minimize possible commercial loss, revenue leaks, damage, loss or injury to human life or company property.
- Deliver operational support for special events in order to achieve set goals and targets.
- Manage operational schedules to ensure compliance with labor law/proper operational staffing levels.
- Ensure sustainable operational readiness of the different facilities.
- Chair or attend division meetings on a regular basis
- Manage Division P&L, periodically meeting with Finance and/or Director of General Services to discuss Expenditure vs. Budget.
- Monitor "Guest Satisfaction" results and "Mystery Shopper" to enhance Guest's experience
- Ensure smooth operations of the facilities on a daily basis.
- Continuously motivate and promote harmony through the department among all the colleagues and external service providers.
- Make decisions regarding soft services in a timely manner.
- Oversee and/or implement cost saving program in order to reduce overall operational costs.
- Manage the manning productively in order to achieve the most efficient use of labor and reduce the costs.
- Ensure actual expenses do not exceed the division's budget.
- Assist and/or develop the departmental budget annually.
- Develop and achieve division and Company objectives, action plans and KPI in order to support the Company in achieving the Executive Strategic Plan
- Ensure strict compliance with the departments/division's; processes, policies, procedures and forms in order to structure the division and assist colleagues in their operational needs.
- Be a positive, consistent and fair role model at all times ensuring high standards of practice are maintained while motivating, influencing and supporting other to accomplish personal, departmental and Company goals.
- Coordinate and communicate relevant information with colleagues in order to improve internal communication within the division and Company.
- Conduct colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth.
- Coach/Train Contribute in the Company's vision to "Create Smiles". **In order to be considered for the role you must have**:
**Essential**:

- Secondary School Certificate
- 3 years in a Managerial Soft Services position
- Strong Leadership
- Strong command of English

**Desirable**:

- Diploma in Hospitality/Facilities Management
- 2 Years in Theme Parks
- Knowledge in CAFM is an added advantage.

**Behavioral Competencies**
- Create Smiles
- Share What You Know
- Deliver Excellence
- Work as One
- Lead With a Shared Vision
- Nurture Talent
- Build Proactive Partnerships

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