Tailored residential property management, with Brightstone.

Managing housing complexes, residential townships and residential communities requires subject matter expertise, customised services and a commitment to creating a seamless yet enjoyable living experience. At Brightstone - we are setting a recent standard for excellence in residential property management, focused on enhancing resident satisfaction and property value for housing societies nationwide.

Soft Services Manager – Residential Building

1. Position Details

ParticularDetailsPositionSoft Services ManagerDepartmentProperty Management / Facility ManagementReporting ToProperty Manager / Estate ManagerLocationResidential BuildingNature of JobFull-time / Site-basedTeam ManagedHousekeeping, Cleaning, Waste Management, Pest Control, Landscaping, Support Services, etc.Experience5–8 years in Facility Management / Residential Property Management preferred

2. Job Purpose

The Soft Services Manager is responsible for planning, supervising and ensuring the effective delivery of all soft services within the residential property. The position is responsible for maintaining high standards of cleanliness, hygiene, housekeeping, waste management, pest control, landscaping and overall presentation of common areas, while ensuring compliance with the property's SOPs, safety requirements and service standards. The Soft Services Manager shall ensure that the residential premises provide a clean, hygienic, safe, aesthetically pleasing and comfortable environment for residents, visitors and staff.

3. Key Responsibilities

A. Housekeeping & Cleaning Management

- 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.

4. Housekeeping Staff Management

- 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.

5. Waste Management

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.

6. Pest Control Management

- 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.

7. Landscaping & Horticulture

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.

8. Resident Complaint Management

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.

9. Vendor Management

- 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.

10. Consumables & Inventory Management

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

Responsibilities include

- 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.

11. Health, Safety & Environment

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.

12. Common-Area Presentation

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
- Landscaping
- Overall housekeeping standards.

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

13. Event & Special Activity Support

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.

14. Training & Development

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
- Waste segregation
- Emergency response
- Fire safety
- First aid awareness
- PPE
- Workplace safety.

Training attendance and records shall be maintained.

15. Documentation & MIS

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

Daily

- Manpower deployment
- Attendance
- Cleaning inspection
- Critical observations
- Complaints
- Consumable requirements
- Pest-control observations
- Incident/accident reports.

Weekly

- Housekeeping performance
- Deep-cleaning status
- Complaint analysis
- Manpower shortage
- Vendor performance
- Inventory status.

Monthly

- Soft-service MIS
- Manpower report
- Consumption report
- Vendor performance report
- Pest-control report
- Waste-management report
- Complaint analysis
- Training report
- Audit findings
- Corrective-action status.

16. Budget & Cost Control

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

Responsibilities include

- Monitor consumable consumption.
- Prevent unnecessary wastage.
- 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.

17. Coordination with Other Departments

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
- Pest infestation
- Events
- Resident complaints
- Maintenance activities
- Renovation/fit-out activities.

Location: On-site –Mumbai, MHScheduled Weekly Hours:

48If this resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!

At Brightstone, we’re committed to redefine residential property management across India through innovation, expertise and our drive for excellence. Our people are our greatest asset when it comes to achieving this – professionals who bring passion and precision to every aspect of residential property management.

How to apply

Please submit a tailored CV detailing your experience relevant to this role.

Find out more about us here.

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📌 Assistant Manager – Soft Services (Mumbai)
🏢 JLL
📍 Mumbai