Soft Services Assistant Manager (Emiratization)

The Soft Services Assistant Manager oversees the coordination and continuous development of delivery of support services for colleagues in relation to park and back-of-house areas. It involves consistent monitoring and evaluation of quality of delivered services to colleagues.  As needed, it also recommends improvements of daily processes and procedures through innovation and ownership. Personal performance must always utilize and represent a high level of integrity and the ability to research and resolve colleagues’ concerns. They are responsible for monitoring and improving job performance of department colleagues through on-time feedback, training and continuous development.  They will assist the department to ensure completion of department and company KPIs and financial targets. Involves operation & maintaining cleaning as per standards: perform analysis of process failures and recommend corrective action for smooth running of the facility; manage equipment’s, team & assist in the management; meet set goals and metrics & ensure safety health and environmental matters for both colleagues and guests.

The job scope also includes: 

Training & Development:

• Manages a team of 2-6 Team Leaders and their respective frontline colleagues – on and off the job training, daily attendance, grooming, coaching, appraisals and personal development plans.
• Compiles duty schedules for their area on a monthly basis ensuring that annual leave plans support operational readiness and ensure sufficient time off to colleagues
• Trains newly joined colleagues of the department of the safe operation of equipment and familiarization of departmental policies and procedures, as per colleague Training Record guidelines.
• Plans, books and delivers on and off job training as required to ensure best possible service standards as well as colleague development.
• Represents the department and attends trainers meeting and training audits.
• Maintains and submits training records/reports as per schedule.
• Coordinates with Training department for any training needs.

Soft Services

• Participates in daily operations alongside their Colleagues and Service Provider staff in setting positive examples.
• Monitors daily operation of housekeeping by inspection, audit checklists, identifying areas not being cleaned as per standards, and regular feedback to both in-house and Service Providers.
• Is responsible for landscape Service Provider daily tasks completion.
• Is responsible for pest control services, checking of daily schedules and ensuring completion of tasks assigned.
• Is responsible for recyclables and waste management, ensures that waste is collected as per schedules and segregated at BOH areas and increase recyclable rate by 20% each year in the park.
• Is responsible to create awareness about waste management and recyclables and provide any inputs to other departments like F&B etc.
• Ensures all F&B outlets and colleague areas at BOH are treated by pest control as and when needed and comply with HACCP regulations.
• Fosters a harmonious atmosphere among Colleagues in their area and brings team members together through constant communication and team activities.
• Liaises with Administrator for administrative works and also help in compiling documents whenever necessary for processing invoices, purchases etc.
• Openly communicates appropriate and useful information through various channels to include department meetings and briefings, rewards and recognition etc.
• Coaches and discipline Colleagues in a fair and consistent manner in order to motivate and improve performance.
• Conducts Colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth.
• Ensure all third-party documentations are in line as expected in Farah policy
• Coordinates with Finance and procurement to process payments and other related
• Reviews satisfaction results for their areas and identify any trends and share observations and suggestions with Support Manager and/or Manager.
• Knows CAFM-Maximo and thus uses system tools assigned to Soft Services department effectively.
• Plan, coordinate with Support Manager and /or Manager for suggestions and implementations on comprehensive waste management system and recycling projects

Quality Standards

• Oversees, monitors and ensures departmental policies, procedures and performance standards are being implemented and maintained throughout different areas; cleaning, landscape, waste management, pest control.
• Reviews departmental policies, procedures and performance standards to ensure these are up to date, correct and propose changes as appropriate to ensure high levels of customer service.
• Ensures any service delivery defects are resolved and identify any trends and share observations and suggestions with Support Manager and/or Manager.
• Establishes and/or maintains good business relationships with Service Providers and different suppliers to ensure quality is maintained.

KPIs, Inventories, and Reports

• Monitors completion of various tasks related to departments’ & Service Provider KPIs.
• Assists with making sure processes are in place to accomplish or meet approved KPIs.
• Updates any regular trackers, excel sheets or reports.
• Reviews accuracy of any checklists and records completed in their area and analyze.
• Ensures their area meets financial targets as set by their departmental manager through tracking expenditures and revenue.
• Coordinates any inventory/stock take activities required in their area
• Ensures sufficient stock remains on hand at all times and reduces stock loss/wastage.
• Raises purchase requests and subsequently follow up on approvals, delivery and payment.
• Reviews reports, invoices and/or delivery notes to ensure proper billing and documentation, prior to final review of department Manager and/or Senior Manager.

Other

• Compiles duty schedules for their area on a monthly basis ensuring that annual leave plans support operational readiness and ensure sufficient time off to Colleagues.
• Prepares duty schedules and updates any timekeeping/attendance records as required (excluding approvals of overtime, etc.).
• Processes various departmental forms including leave requests and expense reimbursements.
• Manages Colleague files to ensure all information is up to date.
• Reviews accuracy of any checklists and records completed in their area and analyze.
• Ensures all departmental checklists i.e. opening and closing checklists are being consistently completed, any required follow-up action is initiated, and forms/records are being filed appropriately.
• Performs any other related duties as assigned by the department.

To be considered for this role, you will need to have: 

• Higher Secondary or equivalent
• Professional in MS Word, Excel and PowerPoint software programs
• Completed Task Training and Group Trainer programs
• 2-3 Years’ experience in similar industry with at least 1-year managerial responsibilities
• Very good command of English language, both verbal and written
• Good health condition (as manual lifting may be required from time to time)
• Experience of inventory and/or in stock taking process
• With good interpersonal skills
• With good leadership skills

It would be good to have:

• Essential Food Safety Training (EFST) certification
• HACCP Level 3
• Qualifications in Health & Safety, IOSH etc.
• Has hands on experience in CAFM systems or Maximo

Interested in this opportunity? Apply now!