Soft Services And Workplace Experience Manager

Macro; Dubai; On-site; AED 300,000 - 480,000; Full time

Job summary

Macro is seeking a seasoned professional to lead and coordinate all workplace experience, hospitality, and soft services in a premium executive environment. You will oversee multiple service providers to ensure seamless delivery, impeccable presentation, and outstanding client experiences in a world-class HQ setting.

The role requires strong background in luxury hospitality and experience managing KPI/SLA frameworks, with a focus on executive readiness and VIP visitor support.

Qualifications

• Significant experience in managing workplace experience, hospitality, or soft services in premium environments.
• Strong ability to manage multiple service providers and outsourced contracts.
• Experience supporting C-suite and VIP requirements.

Responsibilities

• Lead workplace experience and executive environment management across a premium headquarters.
• Oversee hospitality, front-of-house, and guest relations services to ensure exceptional experiences.
• Govern supplier performance with KPIs, SLAs, audits, and continuous improvement initiatives.
• Engage stakeholders and coordinate with service providers to deliver seamless service delivery.

Skills

Workplace experience

Hospitality management

Vendor management

C-suite support

Stakeholder management

Job description

Job Description

Location

UAE

Working Location Category

Placed

About Us

Macro is a recognised global specialist in facilities management, providing cutting‑edge services to some of the most prominent brands offering workplace design, helpdesk services, interim property management, and providing solutions to making buildings healthier, smarter and sustainable by using advanced technological solutions.

We are driven by a commitment to excellence in everything we do. Our values—Drive for Better, Delight Customers, Do What’s Right, and Develop People—shape our culture and guide our decision‑making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact.

Join our team to contribute to an organisation that prioritises innovation and technology. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people‑focused culture.

About The Role

In this role, you will be responsible for leading and coordinating all workplace experience, hospitality, front‑of‑house, concierge, customer‑facing, and soft service operations across a premium executive environment. The role will oversee multiple service providers, ensuring seamless service delivery, exceptional workplace presentation, executive readiness, and outstanding customer experience.

This role is ideally suited to an individual with a strong background in luxury hospitality, premium corporate workplaces, executive environments, or high‑profile customer‑facing operations. The successful candidate will act as the custodian of workplace experience standards, ensuring all services consistently reflect the expectations of a world‑class headquarters environment.

Key Responsibilities

Workplace Experience & Executive Environment Management

• Lead the delivery of workplace experience services across the headquarters environment.
• Ensure executive offices, boardrooms, meeting spaces, client‑facing areas, and premium workplace environments are maintained to the highest standards at all times.
• Oversee meeting room readiness, executive support services, hospitality arrangements, and workplace presentation standards.
• Ensure seamless support for C‑suite executives, VIP visitors, and key client meetings.
• Develop and maintain workplace experience standards, operating procedures, and service protocols.

Hospitality, Front‑of‑House & Customer Experience

• Oversee hospitality, concierge, reception, guest relations, food and beverage, and front‑of‑house services.
• Ensure exceptional visitor, employee, and customer experiences across all touchpoints.
• Manage VIP and VVIP visits, executive events, conferences, and special functions.
• Coordinate service delivery across hospitality partners and support vendors.
• Drive continuous improvement initiatives focused on service excellence and customer satisfaction.

Supplier Governance & Performance Management

• Manage all soft service providers, including cleaning, hospitality, concierge, waste management, landscaping, pest control, and specialist vendors.
• Monitor supplier performance against agreed KPIs, SLAs, and workplace standards.
• Conduct audits, inspections, quality reviews, and customer experience assessments.
• Lead supplier review meetings and service improvement initiatives.
• Develop corrective action plans and ensure successful close‑out of service issues.

Operational Excellence

• Maintain exceptional standards across workplace presentation, cleanliness, hospitality, and customer‑facing services.
• Conduct routine inspections of executive areas, meeting rooms, washrooms, reception areas, dining facilities, and other premium spaces, supported by a team of Guest Relation Hosts.
• Support operational mobilisation, transitions, and service enhancement initiatives.
• Ensure compliance with all health, safety, environmental, and operational requirements.

Stakeholder Engagement

• Build strong relationships with client stakeholders, executive assistants, workplace teams, and service providers.
• Act as the primary escalation point for workplace experience and soft services matters.
• Support governance meetings, operational reviews, and business performance reporting.
• Present service performance updates and continuous improvement initiatives.

About You

The ideal candidate will have

• Significant experience managing workplace experience, hospitality, or soft services within premium corporate headquarters, luxury hospitality, government, or high‑profile customer‑facing environments.
• Proven experience managing multiple service providers and outsourced service contracts.
• Strong understanding of executive workplace operations and C‑suite support requirements.
• Experience managing hospitality, food and beverage, concierge, reception, and front‑of‑house services.
• Strong stakeholder management and customer service skills.
• Experience developing and managing KPI and SLA frameworks.
• Exceptional communication, presentation, and leadership skills.
• A passion for service excellence and creating outstanding workplace experiences.

Diversity Statement

We want to create a workplace where everyone feels safe to bring their whole selves to work. We recognise that every individual has different needs. This is Me is Macro’s EDI campaign, a commitment to understanding and supporting those needs, both professionally and personally.

Our aim is to help identify and acknowledge individual needs that may impact work‑life experience. It’s about being proactive, learning from one another, and creating a supportive space that encourages growth and productivity.

Should you need to discuss any reasonable adjustments or require guidance about our recruitment process, please contact [e-mail] to speak to a member of our team.