Assistant Manager – Soft Services (Workplace / Facilities)

Location GCC Office – Multi-floor Corporate Workplace (2000+ employees)

Reporting To Manager / Senior Manager – Facilities / Soft Services / Workplace Experience

Role Purpose The Assistant Manager – Soft Services is responsible for ensuring high-quality delivery of all soft services across a large, multi-floor GCC workplace (2000+ headcount). The role leads day-to-day operations for housekeeping and hygiene, pantry/cafeteria and refreshments, reception/front-of-house support, waste management, pest control, indoor plants/landscaping (as applicable), and helpdesk coordination—ensuring compliance, safety, and an excellent employee experience through strong vendor management and KPI governance.

Key Responsibilities

- Soft Services Operations (Multi-floor Oversight)
- Manage end-to-end daily soft services operations across all floors: workstations, meeting rooms, collaboration zones, cafeterias/pantries, washrooms, lobbies, and common areas.
- Conduct daily facility walkthroughs and service readiness checks; ensure corrective actions are closed within defined timelines.
- Ensure high standards of hygiene, aesthetics, and workplace experience aligned with GCC expectations and corporate policies.
- Plan and execute support for business events (townhalls, leadership visits, client visits, training sessions), including pre/post-event readiness.
- Housekeeping & Hygiene Management
- Oversee housekeeping deployment, shifts, rosters, and zone allocation for multi-floor coverage.
- Ensure adherence to cleaning frequencies, checklists, and deep-cleaning schedules (carpet shampooing, upholstery, washroom scaling, glass cleaning, high-dust areas, etc.).
- Drive washroom excellence: hygiene logs, fixtures readiness, odor control, consumable availability, and periodic hygiene audits.
- Ensure correct usage and storage of chemicals/equipment; enforce MSDS availability, dilution standards, and safe work practices.
- Pantry / Cafeteria Operations (In Scope)
- Manage cafeteria/pantry service delivery including hygiene standards, food area cleanliness, service etiquette, queue management, and replenishment.
- Coordinate daily refreshment services for meeting rooms and executive areas (tea/coffee, snacks, water, setup/cleanup).




- Oversee catering vendor operations and compliance: staff grooming, food safety practices, temperature controls (where applicable), pest prevention, and cleaning schedules.
- Support special catering requirements for events, festivals, leadership meetings, and large gatherings; ensure timely execution and quality control.
- Vendor & Manpower Management
- Lead vendor teams (housekeeping, pantry/cafeteria, pest control, waste management, plants/landscaping, façade/internal cleaning vendors as applicable).
- Validate vendor attendance, deployment, productivity, grooming, and training; ensure adequate staffing for peak hours and business events.
- Drive SLA/KPI governance: daily monitoring, weekly reviews, and monthly performance reporting with documented corrective and preventive actions (CAPA).
- Support commercial controls: service validation for invoicing, scope adherence, and cost optimization initiatives without impacting service quality.
- Helpdesk, Complaints & Service Recovery
- Coordinate soft-service related helpdesk tickets and requests; ensure closure within agreed TATs.
- Manage escalations, root cause analysis, and service recovery; communicate updates proactively to stakeholders.
- Track recurring issues and implement continuous improvement initiatives.
- Waste Management & Sustainability Support
- Ensure waste segregation practices (dry/wet/e-waste/hazardous as applicable) are implemented and monitored.
- Manage waste vendor coordination, documentation (manifests, handover logs), and compliance.
- Support sustainability programs: reduction of single-use items, recycling initiatives, and awareness drives (as applicable).
- Pest Control & Indoor Plants (If in Scope)
- Manage pest control schedules, site coverage plans, and documentation; ensure safety compliance and minimal business disruption.
- Ensure indoor plant maintenance/landscaping quality, replacement cycles,



and aesthetics in office zones.
- Compliance, Audits & Documentation
- Ensure compliance with EHS standards, local statutory requirements, and internal policies.
- Maintain records/logbooks: hygiene checklists, deep-clean plans, pest control reports, waste records, cafeteria hygiene checklists, and vendor compliance documentation.
- Participate in internal/external audits; own closure of findings and preventive measures.
- Reporting & Governance
- Prepare daily/weekly/monthly dashboards covering: service quality, audits, ticket trends, consumables usage, costs, vendor performance, and incident logs.
- Present service performance and improvement plans in review meetings with Facilities leadership and key business stakeholders.

Key Interfaces (Stakeholders)

- Facilities / Workplace leadership, EHS, Security
- HR, Admin, Business Unit representatives
- Catering and soft-service vendor supervisors
- Building management / landlord (for common areas and coordination)

Desired Qualifications & Experience

- Graduate (any discipline). Certification/Diploma in Facility Management is preferred.
- 6–10 years of experience in soft services operations in large corporate offices / GCCs / IT/ITES campuses.
- Proven experience managing cafeteria/pantry operations and multiple soft service vendors in a multi-floor environment.

Required Skills & Competencies

- Solid vendor management, SLA/KPI governance, and team supervision
- High attention to detail and strong floor-control discipline
- Good stakeholder communication and escalation handling
- Working knowledge of hygiene standards, cleaning methods, chemicals, equipment, and food-area hygiene practices
- Proficiency in MS Excel/Google Sheets for reporting; ability to maintain trackers and dashboards
- Ability to work in shifts / flexible hours during events and deep-clean activity

Typical KPIs (Can be customized)

- Housekeeping & washroom audit score (daily/weekly)
- Helpdesk ticket TAT and closure rate (soft services)
- Cafeteria hygiene score and complaint rate
- Consumables spend vs budget; wastage control
- Vendor attendance compliance and deployment effectiveness
- Event readiness score / stakeholder satisfaction feedback

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