Job Overview:
We are seeking a proactive and experienced Soft Services and Customer Service Manager to lead our front desk operations and oversee the delivery of a comprehensive range of soft services, including housekeeping, cleaning, pest control, and other non-technical services across our portfolio. This role is crucial for ensuring high standards of service, cleanliness, and customer satisfaction.
Key Responsibilities:
- Oversee the delivery and management of all soft services, including housekeeping, waste management, pest control, and additional non-technical services, ensuring compliance with company standards.
- Lead, train, and develop teams to achieve operational excellence and high service quality across all soft services.
- Establish and implement standard operating procedures for soft services and front desk operations to enhance efficiency and effectiveness.
- Monitor service quality through regular inspections and audits, ensuring adherence to health and safety regulations.
- Foster a culture of customer service excellence by addressing and resolving client inquiries and issues promptly and efficiently.
- Manage front desk operations, creating a welcoming environment for clients, visitors, and guests.
- Handle incoming communications, directing them appropriately and maintaining organized records.
- Schedule and coordinate appointments, meetings, and property viewings efficiently.
- Maintain and update client databases and records using Zoho and I Community App, ensuring data accuracy.
- Prepare reports, presentations, and documentation related to soft services performance for senior management.
- Oversee the management of electric and water charging systems, including monitoring usage and billing processes.
- Collaborate with the marketing team to support promotional activities and events.
- Monitor and manage office supplies inventory and place orders as necessary.
- Ensure compliance with company policies, procedures, and security protocols throughout the team.
- Build and maintain strong relationships with clients, ensuring their needs are met and concerns are addressed.
- Manage relationships with external service providers and suppliers, ensuring service quality and contract compliance.
- Assist in budget preparation and management for soft services, ensuring cost-effective operations.
Requirements
- 10 to 15 years of experience in facility management or a similar managerial role within the real estate industry, with a focus on soft services.
- Bachelor’s degree or equivalent; additional education or certification in facility management or real estate is a plus.
- Strong understanding of best practices and relevant industry standards.
- Exceptional leadership, interpersonal, and communication skills, with fluency in English (both written and verbal).
- Strong organizational and multitasking abilities, with a commitment to operational excellence.
- Excellent customer service skills and a professional demeanor.
- Ability to handle sensitive and confidential information with discretion.