Role & responsibilities

Experience Required: Minimum 812 years of core background in Executive Housekeeping and Soft Services management strictly within 5-Star Luxury Hotels or High-End Hospitality Brands (e.g., Marriott, Taj, Oberoi, Hyatt, ITC, Hilton, Accor).

Job Purpose

The Soft Services Manager will lead, elevate, and audit all soft services operations, luxury housekeeping standards, hygiene compliance, and guest/occupant experience. Drawing directly from a high-end 5-star hospitality background, this role is responsible for instilling luxury-grade cleanliness standards, managing vendor contracts, maintaining flawless aesthetic quality, and driving workplace operational excellence.

Key Responsibilities

1. Luxury Housekeeping & Operational Excellence

- Establish and drive 5-star hotel level housekeeping protocols, deep-cleaning schedules, and floor care regimes across all public areas, executive suites, office spaces, and common zones.
- Conduct daily white-glove quality walkthroughs and audits to maintain impeccable aesthetic, hygienic, and visual standards across the asset.
- Standardize chemical usage, cleaning techniques, specialized floor treatment (marble polishing, carpet care, upholstery preservation), and contemporary automated cleaning machinery operations.

2. Vendor Management & Service Delivery

- Manage and audit third-party soft services contractors (janitorial services, pest control, facade cleaning, horticulture, waste management, and laundry/linen management).
- Enforce strict Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) with vendor teams, managing monthly service billings and performance penalty scorecards.
- Oversee pest control schedules,



high-level facade cleaning permits, and specialized sanitation contracts.

3. Guest Experience, Helpdesk & Soft Skills Leadership

- Act as the senior escalation point for workplace experience, cleanliness complaints, and occupant feedback, ensuring rapid resolution and high CSAT (Customer Satisfaction) scores.
- Spearhead front-of-house soft services, including reception grooming, floral displays, fragrance management, restroom hygiene standards, and pantry/cafeteria cleanliness.
- Instill 5-star hospitality service mindsets, grooming codes, and etiquette among all front-line soft service staff, janitorial personnel, and supervisors.

4. Inventory, Budgeting & Environmental Compliance

- Manage OpEx budgets for soft services, tracking consumption trends for cleaning chemicals, paper products, guest amenities, hygiene supplies, and pantry stock.
- Drive waste management initiatives, enforcing waste segregation at source, organic waste converter (OWC) operations, and sustainable green-cleaning practices.
- Ensure strict health, safety, and hygiene compliance (HACCP, ISO 22000 hygiene principles where applicable, chemical handling safety, and PPE usage).

Key Performance Indicators (KPIs)

- Audit & Quality Scores: Maintain 95%+ on all internal quality walkthroughs, white-glove inspections, and third-party hygiene audits.
- CSAT / User Satisfaction: Achieve target satisfaction scores (>90%) on workplace cleanliness, restroom hygiene, and soft services responsiveness.
- SLA Resolution: Achieve 98%+ on-time closure for helpdesk soft service tickets and occupant requests.
- Budget Variance: Manage monthly soft services consumption and vendor spend within target operational budget limits.

📌 Soft Service Manager (Pune)
🏢 Cbre
📍 Pune