Soft Service Manager

JLL; Ludhiana; On-site; INR 700,000 - 1,100,000; Full time

Job summary

JLL is seeking a Soft Service Manager for Mall Operation to oversee housekeeping teams on site and ensure hygiene standards in line with client requirements. The role includes supporting management and the Property Manager on projects, coordinating vendors, and maintaining essential operational records.

The ideal candidate will have a degree/diploma in hotel management, 5–7 years of work experience, and strong communication skills to manage staff and interact with clients.

Qualifications

• Analytical and meticulous approach to facilities management.
• Excellent communication with internal teams and external vendors.
• Experience in hotel/hospitality processes and customer service is preferred.

Responsibilities

• Oversee housekeeping services and team at site to ensure hygiene standards.
• Inspect work to meet specifications and SOPs.
• Plan schedules and assign tasks to supervisors and teams.
• Vendor management and regular meetings for issue resolution.
• Maintain records of work hours, budgets and equipment.
• Prepare site reports (DMR, MMR, QBR) and implement SOPs.
• Provide backup to Property Manager as required.

Skills

Analytical

Meticulous

Effective communication

Education

Degree / Diploma in hotel management / hospitality

Job description

Position: Soft Service Manager

Business: Mall Operation

What This Job Involves

You will oversee the housekeeping services and team at site. Your main role will be to ensure we provide excellent hygiene standards at the site as per client requirements. You will also be assisting management and Property Manager with any assigned projects and providing backup to the Property Manager when required. Following would be your site deliverables:

• Inspect work performed to ensure that it meets specifications and established standards.
• Ensure the upkeep of the assignment/task as per set SOP.
• To make plans/ schedules and inspect/assigns work to subordinate supervisors and/or teams.
• Conduct regular briefing for ground staff.
• Ensure discipline, proper attire and etiquette in subordinate staff.
• Vendor management, regular meeting with respective vendors for resolution of site related issues.
• Implementation of all standard operating procedures at site to ensure smooth site operations.
• Ensure closure of complaints about services and equipment and take corrective action.
• Maintain required records of work hours, budgets, and other information.
• Regular/ frequent rounds to be taken to inspect and evaluate the physical condition of facilities to determine the type of work required.
• Check and maintain equipment to ensure that it is in working order.
• Brief and de-brief all supervisory staff.
• Monitor all cleaning activity, ensure it is done as per set SOP, in order to maintain premises in best possible way and to enhance the lifespan of equipment.
• Conduct training on regular basis for work policies and procedures.
• Maintain inventory of consumable stock to ensure that supplies and other equipment are available in adequate amount.
• Select and order or purchase new equipment, supplies, or furnishings.
• Prepare reports Like DMR, MMR, QBR and other related reports at site
• Recommend changes that could improve services and increase operational efficiency.
• Perform financial tasks, such as estimating costs and preparing/managing budgets
• Plan & arrange for change in beautification of certain areas every quarterly and for festivals & events.

Reporting:

You will be reporting to Mall Head / Operation Head.

Sound like you? Here is what we’re looking for:

Being Analytical and Meticulous

You must pay attention to detail and have excellent problem-solving skills. You will be maintaining, supporting and validating the performance of subordinate staff. You will demonstrate the ability to manage others and communicate information effectively with the internal and external customers.

Qualifications

You will have a Degree / Diploma in hotel management / hospitality with minimum 5-7 years of work experience, Effective communication skills and knowledge of processes for providing customer service would be an added advantage.

What we can do for you:

At JLL, we make sure that you become the best version of yourself by helping you realise your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.