Soft Services Manager

**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