Senior Soft Service Associate | Parklinks

Asticom Technology Inc; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Ayala Land Malls Inc is seeking a Facilities Supervisor to oversee soft services across mall facilities. You will manage housekeeping, hygiene, pest control, landscaping, and waste management with a focus on high standards and safety.

The role requires a management degree, 2+ years in mall operations, and strong leadership and reporting skills. You will coordinate with contractors, ensure budget adherence, and drive continuous improvement in service delivery.

Qualifications

• Bachelor’s degree in Management is required.
• Minimum two years of mall operations or property management with soft services.
• Hands-on experience managing in-house and subcontracted soft services.
• Knowledgeable about local operations, regulations and codes.
• BICS certification is preferable (not required).
• Excellent communication and reporting skills.
• Familiar with basic accounting and cost control concepts.
• Proficient in MS Office applications (Word, PowerPoint, Excel).
• Strong project management, leadership and organizational abilities.

Responsibilities

• Oversee and manage service providers and contractors for soft services (housekeeping, hygiene, waste, pest control, landscaping).
• Ensure smooth service delivery and high quality standards; target mystery shopper ratings above 98%.
• Develop cost-saving initiatives to improve operational efficiency and financial performance.
• Implement BICS standards across facilities and maintain hygiene standards.
• Maintain high presentation standards across all areas of the property and ensure areas are serviceable.
• Coordinate with stakeholders to address issues during handover/takeover.
• Monitor contractor performance using KPIs and conduct monthly reviews.
• Maintain on-site presence in public areas during peak hours and events.

Skills

Communication skills

Team leadership

Budgeting basics

MS Office proficiency

Project management

Education

Bachelor’s degree in Management

Tools

MS Word

PowerPoint

MS Excel

Job description

Purpose and Scope:

1. To oversee the smooth delivery of soft services within Ayala Land Malls Inc.

2. Ensures proactive approach to service delivery and a commitment to exceptional customer service.

3. Responsible for managing mall soft service providers and ensuring compliance with housekeeping & cleaning, hygiene, pest control, landscaping irrigation and maintenance, waste management and safety standards, and optimizing operational efficiency.

4. To provide leadership, role modelling and direction to the delivery teams within the soft services areas of ALMI

5. To be accountable for excellent service delivery within the soft services team activities and operational objectives ensuring continuous improvements are made.

1. Oversee and managed service providers and its contractors, subcontractors for soft services, including housekeeping & cleaning, hygiene, waste management, pest control, landscaping.

2. Ensure smooth service delivery and high standards of quality, consistently achieving mystery shopper ratings above 98%.

3. Develop and execute cost-saving initiatives to enhance operational efficiency and financial performance.

4. Implement BICS standards and best practices across ALMI facilities to maintain high cleanliness and hygiene.

5. Ensuring high standards of presentation in all areas of the property and confirming that all areas are serviceable, including regular monitoring of landscapes areas, washrooms, back of houses, loading bays, parking, and common areas.

6. Coordinate with service providers and project teams to address any issues during handover/takeover processes.

7. Maintain proactive and transparent communication with Corporate Facilities Management (CFM) and service providers, providing regular updates and addressing challenges through meetings.

8. Serve as the first response point for Corporate FM & QHSE, visitors, merchants, contractors, and ALI subsidiary, ensuring effective incident management and escalation. Providing management and incident, damage and operation reports as requested.

9. Conducting daily inspections for ALMI retail assets. Monitoring and measuring contractor performance, outputs, SLA’s / KPI’s.

10. Conduct occupational safety review, for initial permit application, health and safety audits to ensure compliance with HSE procedures. Providing site specific inductions and approvals of safe work method statements and/ or work permits.

11. Organize on-site visit programs to supervise and ensure effective oversight of facilities management.

12. Communicating with various stakeholders. Conducting verification inspections of completed works.

13. Utilize Key Performance Indicators (KPIs) to evaluate service provider performance, enabling informed decision-making and ensuring optimal service delivery. Coordinate a Service Providers performance reviews against output on a monthly basis

14. Monitoring daily service request and escalations.

15. Preparing scope of works and conduct technical review of proposals, prior to sending to corporate FM for approval

16. Involvement in collating, recording and analyzing data and information related to sustainability (utility and waste management).

17. Identifying and raising defects related to the construction of new site through the appropriate channels.

18. Track consumables, stocks, spares monitoring usage.

19. Manage the facilities helpdesk issues to ensure they are resolved quickly, and internal customers are kept updated on progress/ resolution.

20. Direct communication with mall management and or /merchants (when required) on site both verbal and written.

21. Providing detailed recommendations (including budgets) for any necessary upgrade work.

22. Recognize and promote work sites safety, quality and reliability in all activities.

23. Providing input into projects at design stage and providing input for technical specifications regarding project works, and to participate in appraisal of tenders.

24. Perform any other work task deemed necessary as instructed and directed by Director for Facilities Management – Soft Services

25. Supports development & deployment of strategies to restore & recover services affected by operational incident, related to facilities, bad weather, staff shortages or equipment failure, and acts as a focal point within Service Delivery in incident management and liaises with emergency services and agencies for assistance.

26. Provides inputs for planning, development & implementation of policies, procedures and work instructions for aligning department’s operations to the committed performance targets to ensure operations efficiency and performance of facilities;

27. Provides support to FM Management regarding for resolution of complex issues, compliance issues and potential problems related to operation;

28. Seek and improve Customer/Client Satisfaction demonstrated through the approved key performance indicators and/ or maintaining current performance levels in a changing business environment.

29. To establish standardized processes across the mall in compliance with legislation and meeting industry ‘best practice’.

30. To develop, manage and implement FM Service Delivery maintaining operational and commercial compliance within ALMI’S FM expectations with a day-to-day FM Operations.

31. Ensure project are managed within the asset and delivered on time and within budget.

32. Conduct regular audits and inspections to ensure compliance with legal requirements and internal standards.

33. Ensure all bespoke reports and submittals are submitted on time.

34. Maintaining a constant physical presence in public areas, especially peak hours and busy events season.

35. Manage all emergency procedures for the site/s.

Qualifications:

• With Minimum of Bachelor’s degree in Management is required.
• Minimum two (2) year of work experience in Mall Operations Or property management with soft services.
• Hands-on experience of similar role, managing both in-house and Subcontractors Soft services.
• Knowledgeable in local operations, regulations and codes.
• BICS certification is preferable (not a must).
• Excellent communication and reporting writing skills.
• Familiar with basic accounting, running operation under fixed budget and understand the concept of cost control.
• Average proficiency level in communication, organization, critical thinking abilities and project management skills
• Average proficiency level in the use of MS Office applications specifically MS Word, Powerpoint, MS Excel
• Average proficiency level in project management, planning, people management and leadership skills