Soft Services Associate Manager | Makati City

ABOUT THE ROLE

We are seeking a Soft Services Associate Manager to lead cleanliness, presentation, and guest experience standards across our vibrant Makati destination.

You will supervise janitorial, housekeeping, waste management, pest control, and common‑area maintenance operations — ensuring every space is immaculate, welcoming, and consistently exceptional for shoppers, tenants, and visitors. This is a hands‑on, visible leadership role: you will be on the floor daily, mentoring teams, refining workflows, and upholding the premium standards that define this landmark property.

KEY RESPONSIBILITIES

1. Team Leadership & Deployment

• Lead, schedule, and supervise soft services staff — janitorial, housekeeping, waste management, and support teams — ensuring full coverage across mall operating hours, weekends, holidays, sales events, and peak periods

• Conduct daily pre-shift briefings, shift handovers, and performance check-ins; reinforce grooming, conduct, and service standards

• Monitor attendance, productivity, and leave; resolve scheduling gaps and adjust deployment dynamically

• Train new hires and upskill teams on cleaning methods, equipment operation, chemical safety, customer interaction, and property guidelines

2. Standards & Quality Assurance

• Conduct regular inspections across all public areas — lobbies, restrooms, corridors, activity zones, parking areas, and back‑of‑house facilities — verify cleanliness, order, and presentation meet premium benchmarks

• Audit service delivery; identify gaps and implement corrective action plans immediately

• Oversee waste segregation, collection schedules, recycling initiatives, and pest control monitoring — ensure compliance with Quezon City health, sanitation, and environmental ordinances

• Manage inventory of cleaning supplies, equipment, and consumables; prevent shortages, minimize waste, and control operational costs

3. Vendor & Contract Management

• Supervise third‑party service providers — specialized deep cleaning, facade maintenance, pest control, and landscaping — monitor performance against SLAs and contractual standards

• Review service reports, approve completed work, and elevate non‑compliance promptly

• Coordinate with procurement on sourcing cost‑effective, quality alternatives without compromising standards

• Ensure all vendor activities align with mall safety protocols and event schedules

4. Stakeholder & Guest Experience

• Serve as escalation point for guest, tenant, and retail partner concerns related to cleanliness, maintenance, and environment; resolve courteously and follow through to closure

• Collaborate with operations, security, engineering, marketing, and tenant relations teams to align soft services with mall events, promotions, and operational needs

• Prepare weekly/monthly performance reports — service ratings, compliance scores, attendance, cost efficiency, and sustainability metrics — for leadership review

• Uphold and model professional conduct, courtesy, and service excellence — embody the destination’s warm, welcoming spirit

QUALIFICATIONS

Education & Experience

• Education: Bachelor’s degree in Business Management, Real Estate Management, Hospitality, or a related field required.

• Experience: Minimum of two (2) years of hands‑on experience in mall operations or property management, specifically overseeing soft services.

• Vendor Management: Proven track record of managing both in‑house teams and third‑party soft service contractors/subcontractors.

Technical & Regulatory Knowledge

• Regulatory Compliance: Strong working knowledge of local property management operations, safety regulations, and building codes.

• Industry Certifications: BICSc (British Institute of Cleaning Science) certification is preferred but not required.

• Financial Acumen: Basic understanding of operational accounting, budget management, and cost‑control strategies.

Core Competencies & Skills

• Communication: Strong verbal and written communication skills, with demonstrated capability in writing clear operational reports.

• Operational Leadership: Functional skills in project coordination, operational planning, team leadership, and contractor management.

• Problem‑Solving & Organization: Sound critical‑thinking skills, high attention to detail, and reliable organizational capabilities.

• Software Proficiency: Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
  

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