Soft Services Manager

The purpose of this position is to manage the implementation and operations of procedures in order to facilitate the subcontractor to lead and support a number of Housekeeping teams, provide a safe, well maintained and clean environment within the premises of the Dubai Metro in line with the Concession Agreement (KPI’s). Support Senior Soft Services Manager on contract management and delivery of housekeeping services by Sub-Contractor

MAIN RESPONSIBILITIES

• Is responsible for:

• Coordinating and managing, through the Sub-Contractors, housekeeping( internal), waste, pest control , laundry, and feminine hygiene services within the premises of Dubai Metro such as stations, car parks, ancillary buildings, trains, depots and offices to ensure the deliverables are met in accordance with the Contract.

• Ensure achievement of RTA KPI cleaning targets in accordance with the Concession Agreement.

• Review of Mystery Shopper Surveys with the subcontractors and verify the actions plans to remedy.

• Monitor and coordinate with the Sub-contractors for delivery of the action plans.

• People accountabilities:

• Has direct line management responsibility for different disciplines of staff; Senior /Soft Services Supervisors, to ensure they deliver the cleaning standards.

• Use HR system for leave/absence monitoring.

• Is responsible for ensuring that each team member has clear objectives and accountability for each task and for providing guidance/advice throughout the year and managing any substandard performance.

• Management of disciplinary actions for direct reports and subcontracted staff.

• Sub-Contractor Management:

• Verify and approve records for manpower KPIs at the end of each month and provide any clarification as required

• Control and monitor the performance and products supplied by the housekeeping, and waste management Sub-Contractors in accordance with agreed contract.

• Act as Senior Soft Services Manager as and when required

• Recruitment and Training:

• Plan and conduct interviews for Senior/Soft Services Supervisors.

• Coordinate with recruitment, HR, training team and various subcontractors for initial training of their Housekeeping Supervisors.

• Plan and deliver training to Senior/Soft Services Supervisors and Sub-contractors’ Housekeeping Supervisors.

• Coordinate with Sub-Contractors and ensure that initial training is delivered as per the training plan. Observe delivery of the training and ensure that assessments are completed.

• Identify staff who require additional training/coaching and arrange to deliver required sessions.

• Planning and Allocation:

• Review cleaning frequencies, work flows and special cleaning calendars submitted by the subcontractors to ensure optimum cleaning standards within Dubai Metro facilities (stations, car parks, depots and trains).

• Inspection and verification of Sub-contractor’s cleaning records and ensure that they are stored for audit purposes.

• Responsible for the continual improvement of work instructions and procedures.

• Plan and coordinate with Performance & Planning team and housekeeping Sub-Contractors to ensure on-going development and delivery of the rosters.

• Management of the Asset Register for departmental large equipment.

• Write and conduct of briefings to staff for any Operational Notices/requirements for service delivery changes/improvement.

• Ensure compliance by housekeeping Sub-Contractors to produce, coordinate and deliver Deep Cleaning Plan for all Dubai Metro Locations.

• Coordinate with the Sub-Contractors to ensure that the MSDS are updated at all times.

• Check cleaning work orders within the Maintenance Management System (MMS) and ensure that all tasks are closed out by the housekeeping Sub-Contractor within the respective month.

• Procurement:

• Ensure all consumable supplies are made available by housekeeping Sub-Contractor for service delivery; Conduct spot checks and verify holding levels of the stocks.

• Conduct market research for new products.

• Present feedback on innovative solutions in order to increase productivity of the existing resources.

• Plan and manage the procurement/replacement of uniforms and shoes for Senior/Soft Services Supervisors and Sub-Contractor’s housekeeping Supervisors and staff.

• Set up trials for new chemicals/equipment and collate results in for of presentation to Head of Facilities.

• Assist Head of Facilities with writing of technical specifications and review tender documentation.

• Financial accountabilities:

• Assist Head of Facilities to produce the annual budget.

• Management of budget to ensure expenditure is on target against the planned budget.

• Health and Safety:

• Conduct Risk assessments and ensure that Job Safety Analysis records are maintained for audit purposes including those by the housekeeping Sub-Contractor.

• Ensure all cleaning tasks are evaluated by housekeeping Sub-Contractors and recommend safer work practices to mitigate any risk accordingly;Carry our Incident Investigations within the department in accordance with procedure.

• Conducts internal and Sub-contractors’ audits/monitoring of cleaning service provision (report, actions & follow-up).

• Senior Soft Services Manager or Head of Facilities.

KNOWLEDGE REQUIRMENT

• In depth knowledge of safety implications of using hazardous substances;
• Facilities Management knowledge within hospitality sector.

KEY SKILLS

• Good understanding of management processes in relation to audits, procedures and instructions and management of assets.
• Ability to manage teams of Housekeeping Supervisors and housekeepers with an aim to meet the committed performance targets in a cost effective and efficient manner.
• Ability to manage complex projects works and coordination between different teams and organizations.
• Ability to develop and understand financial analysis and develop plans accordingly.
• Experience in supervising the planned and unplanned cleaning activities to meet challenging work schedule.
• Good interpersonal and people skills, and a mature, methodical and responsible approach to work.
• Strong organizational skills, detail oriented, and the ability to handle multiple priorities.
• Ability to demonstrate both good communications literacy and numeracy skills required for the role.
• Ability to understand technical machine operating specifications for delivery of training on large equipment and MEWPS.
• Thorough understanding of all aspects of health and safety issues.
• Excellent team player and work closely with the team members.

EXPERIANCE

• A minimum of 5 years’ experience within a similar position which involved working in a multifunctional service environment, and a minimum of 3 years’ experience in a housekeeping management position.
• Experience of managing large teams of housekeeping staff and outsource contractors.
• Experience and good working comprehension of performance and appraisal management and objective setting.
• Experience of managing KPIs and meeting performance.
• Good understanding and experience of procurement.
• Cultural awareness and sensitivity from managing large multi-national teams.

EDUCATIONAL QUALIFCATION

• Ideally a degree holder or high diploma of post-secondary education and/or relevant professional qualifications.