Soft Service Manager

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Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Soft Services Manager -

Position Overview

Oversee all non-technical facility services across an 8-floor corporate office building, including janitorial, reception, mail services, catering, and waste management to ensure a clean, safe, and welcoming workplace for all occupants.

Key Responsibilities

Janitorial & Cleaning Services

• Manage daily cleaning operations across all 8 floors with consistent quality standards
• Develop floor-specific cleaning schedules and zone assignments
• Conduct regular floor-by-floor inspections and quality audits
• Coordinate specialist cleaning for conference centers and executive floors
• Respond to urgent cleaning requests building-wide

Reception & Front-of-House

• Oversee main lobby reception and secondary reception points
• Manage visitor access, escort procedures, and elevator lobby presentation
• Maintain building directory and wayfinding signage across all floors

Mail & Package Services

• Manage centralized mail room and coordinate distribution
• Implement efficient internal mail routing

Catering & Hospitality

• Manage pantry services and break rooms on multiple floors
• Coordinate catering delivery and setup across various floors
• Oversee coffee stations, vending services, and beverage programs

Waste Management & Sustainability

• Implement recycling program with collection points on each floor
• Coordinate daily waste collection rounds across all floors
• Manage waste segregation and removal schedules

Vendor & Contract Management

• Manage multiple soft services vendors operating across the building
• Develop service level agreements (SLAs) and performance metrics
• Coordinate vendor access and scheduling to minimize disruption
• Conduct monthly performance reviews and building walkthroughs

Budget & Financial Management

• Develop and manage annual soft services budget for entire building
• Track expenses by service type and floor
• Process and approve vendor invoices
• Identify cost optimization opportunities

Customer Service

• Serve as primary soft services contact for all building occupants
• Implement and manage work order
• Coordinate with floor managers on service needs

Health, Safety & Compliance

• Ensure cleaning protocols meet standards across all floors
• Manage pest control services and restroom hygiene programs
• Coordinate emergency cleaning response procedures
• Maintain MSDS and compliance documentation

Team Leadership

• Supervise soft services team (cleaning staff, receptionists, mail room personnel)
• Assign staff to specific floor zones for accountability
• Coordinate scheduling for coverage across all floors during business hours
• Conduct training

Qualifications

Required

• Bachelor's degree in Facility Management, Hospitality, or related field (or equivalent experience)
• 4-6 years managing soft services in multi-floor corporate office buildings
• Experience with facilities over 150,000 sq ft
• Strong organizational and customer service skills
• Physical ability to conduct inspections across all 8 floors daily

Technical Skills

• Proficiency in facility management software and work order systems
• Advanced Microsoft Office Suite (particularly Excel)
• Knowledge of high-rise building operations and cleaning protocols
• Experience with vendor management platforms

Work Environment

• Daily on-site presence with extensive walking across all floors
• Must be comfortable in high-rise building environment

Location:

Scheduled Weekly Hours:

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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