Building Operations, Soft Services

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A Soft Services Manager in property management is responsible for ensuring high standards of cleanliness, hygiene, landscaping, pest control, waste management, security coordination, and overall facility presentation. The role typically involves managing service partners, manpower, budgets, compliance, and client/occupant satisfaction.

Key Responsibilities

• Housekeeping & Cleaning ManagementManage daily housekeeping operations for common areas, washrooms, lobbies, offices, parking areas, and other facility spaces.Ensure cleaning standards, schedules, SOPs, and checklists are consistently followed.Monitor housekeeping manpower, productivity, attendance, grooming, and deployment.Conduct regular inspections and ensure timely closure of identified gaps.
• Landscaping & HorticultureOversee landscaping and horticulture activities, including plant maintenance, pruning, irrigation, fertilization, and seasonal requirements.Ensure the property maintains the required aesthetic and landscaping standards.Coordinate with vendors for maintenance and replacement of plants and landscaping assets.
• Pest ControlManage preventive and corrective pest-control programs.Ensure treatment schedules are followed and records are properly maintained.Monitor pest-related complaints and ensure timely resolution.
• Waste ManagementOversee segregation, collection, storage, and disposal of waste in accordance with applicable requirements.Coordinate with authorized waste-management agencies.Monitor recyclable, wet, dry, and other applicable waste streams.Maintain required records and documentation.
• Security & Safety CoordinationCoordinate with the security team to maintain overall property security and access-control standards.Monitor security-related observations, incidents, visitor management, and emergency preparedness.Support emergency drills and business-continuity initiatives.
• Vendor & Contractor ManagementManage soft-service contractors and ensure compliance with contractual requirements and SLAs.Review manpower deployment, service quality, performance, and statutory documentation.Conduct vendor performance reviews and initiate corrective actions where required.Support procurement and commercial teams during tendering and contract renewal activities.
• Client & Occupant ManagementAct as the primary point of contact for soft-service-related requirements and complaints.Attend client/occupant meetings and provide updates on service performance.Ensure complaints and service requests are tracked and closed within agreed timelines.Maintain a high level of customer satisfaction and service experience.
• Budget & Cost ControlPrepare and monitor soft-services budgets.Control manpower, consumables, equipment, and operational costs.Identify opportunities for cost optimization without compromising service quality.Review vendor invoices and verify services against agreed scope and deployment.
• Compliance & DocumentationEnsure compliance with applicable statutory, safety, environmental, and property-management requirements.Maintain SOPs, checklists, inspection reports, training records, incident reports, and other relevant documentation.Ensure audit observations are addressed within agreed timelines.
• Team ManagementLead, train, and motivate housekeeping, landscaping, pest-control, and other soft-service teams.Conduct toolbox talks, training sessions, performance reviews, and skill development programs.Monitor discipline, attendance, grooming, and workforce productivity.
• Quality AssuranceEstablish service standards and conduct regular quality audits.Use inspection reports, KPIs, SLAs, and customer feedback to measure performance.Identify recurring issues and implement corrective and preventive actions.

Typical KPIs

A Soft Services Manager may be measured on:

• Housekeeping audit scores
• Customer/occupant satisfaction
• Complaint resolution time
• SLA compliance
• Manpower productivity and absenteeism
• Hygiene and cleanliness standards
• Pest-control effectiveness
• Landscaping quality
• Waste segregation and disposal compliance
• Vendor performance
• Cost and budget adherence
• Audit and statutory compliance
• Incident and safety performance

In a Senior Property Management Role

At a senior level, the Soft Services Manager is expected to move beyond day-to-day supervision and take ownership of service strategy, vendor performance, budget management, client relationships, compliance, team development, and continuous improvement across the property.

Location:

On-site –Bengaluru, KA

Scheduled Weekly Hours:

48

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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