Assistant Manager – Soft Services

Plan and supervise daily housekeeping operations throughout the building.

Ensure proper cleaning of: Entrance lobby Reception area Corridors Lift lobbies Staircases Common toilets Clubhouse Swimming pool surroundings Parking areas Service areas Terrace and other common areas.

Ensure cleaning schedules are prepared and implemented.

Conduct regular inspections of all common areas.

Ensure adequate availability and proper use of cleaning chemicals, tools, machinery and consumables.

Ensure housekeeping staff are properly groomed and equipped with appropriate PPE.

Monitor mechanised cleaning activities such as scrubber-dryer, vacuum cleaning, pressure washing, etc.

Ensure periodic deep cleaning of identified areas.

Maintain high standards of hygiene and presentation appropriate to a premium residential property.

Prepare and monitor manpower deployment plans.

Ensure adequate manpower is available for each shift.

Prepare duty rosters and ensure proper shift deployment.

Monitor attendance, absenteeism and replacement arrangements.

Ensure proper grooming and uniform standards.

Conduct daily toolbox meetings/briefings wherever required.

Train staff on: Cleaning procedures Chemical handling Machine operation PPE Waste segregation Emergency response Resident interaction Workplace safety.

Monitor employee performance and provide feedback.

Coordinate with the manpower vendor for shortage, replacement and disciplinary issues.

The Soft Services Manager shall ensure proper implementation of the property's waste-management system.

Responsibilities include:

Ensure segregation of waste at source.

Monitor collection of wet, dry and reject waste.

Ensure proper operation of the Organic Waste Converter/Composting system, where applicable.

Monitor transportation of waste from collection points to designated disposal areas.

Ensure waste rooms are clean and hygienic.

Maintain records of waste generation and disposal.

Coordinate with authorised waste disposal agencies.

Ensure compliance with applicable municipal and environmental requirements.

Educate housekeeping staff and residents regarding waste segregation.

Identify opportunities to reduce waste generation and improve recycling.

Monitor the pest-control AMC.

Ensure scheduled pest-control treatments are carried out.

Maintain the pest-control schedule and treatment records.

Monitor pest activity in: Garbage rooms Basement STP/WTP areas Common areas Clubhouse Food-service areas Landscaping areas.

Immediately escalate major infestation issues to the Property Manager.

Ensure chemicals are stored and used safely.

Verify that the pest-control agency follows appropriate safety practices.

Track complaints related to termites, cockroaches, rodents, mosquitoes and other pests.

Where landscaping is part of the property's soft-services scope:

Supervise landscaping and gardening activities.

Ensure plants and lawns are properly maintained.

Monitor pruning, trimming and fertilisation.

Ensure appropriate watering schedules.

Monitor plant health and identify disease/pest infestation.

Maintain indoor plants and decorative landscaping.

Coordinate with horticulture vendors.

Ensure proper disposal of garden waste.

Recommend improvements to the property's landscape presentation.

The Soft Services Manager shall ensure prompt resolution of resident complaints related to soft services.

Typical complaints include:

Cleaning issues

Housekeeping service

Garbage disposal

Pest infestation

Odour

Toilet hygiene

Landscaping

Spillage

Common-area cleanliness

Waste segregation

Staff behaviour.

Responsibilities:

Monitor complaints received through the Helpdesk/App/email.

Assign complaints to the concerned staff/vendor.

Ensure timely closure.

Verify satisfactory completion.

Identify recurring complaints and initiate corrective action.

Prepare periodic complaint analysis for the Property Manager.

Manage soft-service vendors and contractors.

Monitor vendor manpower and performance.

Ensure contractual scope is being delivered.

Verify attendance and deployment.

Monitor consumable usage.

Conduct periodic performance reviews.

Coordinate with vendors for manpower replacement.

Verify invoices against actual services delivered.

Ensure statutory documents and licences are available where applicable.

Escalate poor vendor performance to the Property Manager.

The Soft Services Manager shall control the consumption of housekeeping materials.

Cleaning chemicals

Garbage bags

Tissue paper

Handwash

Mops

Brushes

Brooms

Gloves

PPE

Cleaning equipment

Other consumables.

The manager shall:

Maintain minimum and maximum stock levels.

Monitor monthly consumption.

Prevent unnecessary wastage.

Maintain stock registers.

Conduct periodic physical verification.

Raise purchase requisitions in advance.

Ensure materials are stored safely.

Analyse consumption against occupancy and manpower.

The Soft Services Manager shall ensure that soft-service activities are carried out safely.

Key responsibilities:

Ensure appropriate PPE is used.

Ensure proper chemical handling and storage.

Maintain Material Safety Data Sheets (MSDS/SDS) for applicable chemicals.

Ensure housekeeping machines are operated only by trained personnel.

Report unsafe conditions immediately.

Participate in safety inspections.

Participate in fire and emergency drills.

Ensure emergency exits and staircases are not obstructed.

Ensure housekeeping activities do not create slip, trip or fall hazards.

Support the Property Manager in EHS audits and corrective actions.

For a premium residential building, the Soft Services Manager should take particular ownership of the visual appearance and first impression of the property .

Daily monitoring should include:

Lobby presentation

Lift lobby cleanliness

Glass and mirror cleaning

Furniture cleanliness

Odour control

Floor condition

Wall and ceiling cleanliness

Common toilet condition

Parking cleanliness

Signage

Waste bins

Overall housekeeping standards.

The manager should conduct daily morning and evening inspections of critical areas.

The Soft Services Manager shall provide housekeeping support for:

Society meetings

AGM

Festivals

Resident events

Clubhouse events

VIP visits

Fire drills

Community activities

Special functions.

He/she shall ensure additional manpower, cleaning materials, waste bins and post-event cleaning as required.

The Soft Services Manager shall conduct regular training for housekeeping and support staff on:

Cleaning techniques

Chemical handling

Machine operation

Grooming

Customer service

Resident interaction

Emergency response

Fire safety

First aid awareness

Workplace safety.

Training attendance and records shall be maintained.

The Soft Services Manager shall maintain and submit appropriate reports, including:

Manpower deployment

Attendance

Cleaning inspection

Critical observations

Complaints

Consumable requirements

Pest-control observations

Incident/accident reports.

Housekeeping performance

Deep-cleaning status

Complaint analysis

Manpower shortage

Vendor performance

Inventory status.

Soft-service MIS

Manpower report

Consumption report

Vendor performance report

Pest-control report

Waste-management report

Training report

Audit findings

Corrective-action status.

The Soft Services Manager shall assist the Property Manager in controlling soft-service expenditure.

Monitor consumable consumption.

Identify opportunities for cost reduction.

Compare actual consumption with budget.

Monitor vendor billing.

Verify additional manpower claims.

Recommend alternative products/vendors where appropriate.

Ensure cost-saving measures do not compromise service quality.

The Soft Services Manager shall closely coordinate with:

Property Manager

Engineering/Technical Team

Security Team

Helpdesk

Resident Relations/CRE

Finance Team

Procurement Team

EHS/Safety Team

Vendors and contractors.

Particular coordination is required during:

Power failures

Water shortages

Fire emergencies

Major leakage

Events

Resident complaints

Maintenance activities

Renovation/fit-out activities.