Facility Manager (Operation Soft Services)

Position Summary

The Facility Manager (Soft Services) is responsible for overseeing all soft service operations within Jungceylon Shopping Center, ensuring a safe, clean, secure, and customer-focused environment for visitors, tenants, employees, and business partners. The position leads the management of security services, cleaning operations, safety programs, and outsourced service providers while ensuring compliance with regulatory requirements, company standards, and service excellence objectives.

The role focuses on operational efficiency, customer experience, risk management, contractor performance, budget control, and continuous improvement of soft service delivery across the property.

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Key Responsibilities

1. Soft Services Operations Management

• Lead and manage all soft service functions across the shopping center, including:

  • Cleaning & Housekeeping
  • Security Operations
  • Waste Management
  • Pest Control
  • Public Area Services
  • Event Support Services

• Develop annual operational plans, budgets, manpower requirements, and service improvement initiatives.

• Ensure all common areas, guest facilities, back-of-house areas, car parks, and service zones are maintained to the highest operational standards.

• Conduct routine inspections and audits to ensure compliance with established service standards.

• Implement continuous improvement initiatives to enhance operational efficiency and customer experience.

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2. Cleaning & Housekeeping Management

• Oversee daily cleaning operations and housekeeping services throughout the property.
• Ensure cleanliness, hygiene, and sanitation standards are consistently maintained.
• Establish cleaning schedules, procedures, and quality assurance programs.
• Manage outsourced cleaning contractors and ensure compliance with contractual obligations.
• Monitor utilization of equipment, consumables, chemicals, and cleaning resources.
• Conduct regular service audits and implement corrective actions when standards are not met.
• Drive sustainability initiatives including waste reduction and environmentally responsible cleaning practices.
• Ensure compliance with health, hygiene, and environmental regulations.

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3. Security Operations Management

• Manage all security operations to ensure a safe and secure environment for shoppers, tenants, employees, contractors, and visitors.
• Oversee contracted security service providers and security personnel deployment.
• Develop and implement site security strategies, patrol plans, access control measures, and incident response protocols.
• Monitor CCTV surveillance systems, access control systems, and other security technologies.
• Conduct investigations into incidents, accidents, theft, property damage, and security breaches.
• Analyze security risks and recommend mitigation measures.
• Prepare incident reports and recommend preventive actions to minimize recurrence.
• Coordinate with law enforcement agencies, emergency services, and government authorities when required.

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4. Safety, Risk & Emergency Management

• Develop, review, and maintain emergency response plans, crisis management procedures, and business continuity plans.

• Lead emergency drills including:

  • Fire evacuation exercises
  • Security threat scenarios
  • Medical emergency response drills
  • Disaster preparedness activities

• Ensure compliance with local statutory requirements, occupational health and safety regulations, and company policies.

• Conduct risk assessments and implement preventive measures to protect people, assets, and business operations.

• Participate in safety committees and ensure corrective actions are effectively implemented.

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5. Contractor & Vendor Management

• Manage service contracts related to cleaning, security, waste management, pest control, and other outsourced services.

• Monitor contractor performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• Conduct performance reviews and periodic contract evaluations.

• Ensure contractor compliance with:

  • Safety regulations
  • Labor laws
  • Company policies
  • Operational standards

• Review contractor staffing levels, productivity, and service delivery effectiveness.

• Support procurement, tendering, and contract renewal processes.

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6. Budget & Financial Management

• Develop and manage annual operating budgets for soft services.
• Monitor expenditure and identify opportunities for cost optimization.
• Review contractor invoices and service-related expenses.
• Ensure resources are efficiently utilized while maintaining service quality.
• Prepare monthly operational and financial reports for management review.

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7. Tenant & Customer Experience

• Work closely with tenants to address operational concerns related to cleanliness, security, and common area services.
• Respond promptly to service complaints and operational issues.
• Drive initiatives that improve overall customer experience and satisfaction.
• Support property-wide events and promotional activities from a facility services perspective.
• Maintain strong stakeholder relationships with tenants, customers, contractors, and internal departments.

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8. Leadership & Team Development

• Provide leadership, coaching, and direction to in-house teams and outsourced service providers.
• Establish performance goals and measurable service objectives.
• Conduct performance evaluations and identify training needs.
• Promote a culture of safety, accountability, teamwork, and customer service excellence.
• Foster employee engagement and continuous professional development.

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Key Performance Indicators (KPIs)

The Facility Manager will be measured on:

• Security incident rate reduction
• Housekeeping audit scores
• Customer satisfaction scores
• Tenant satisfaction ratings
• Compliance audit results
• Emergency drill effectiveness
• SLA achievement rates
• Budget adherence
• Contractor performance scores
• Health & Safety compliance records

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Working Relationships

Internal

• Property Management Team
• Operations Team
• Leasing Team
• Engineering Team
• Finance Department
• Marketing & Events Department

External

• Security Contractors
• Cleaning Contractors
• Government Authorities
• Emergency Services
• Police and Fire Departments
• Tenants and Service Providers

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Work Location: Phuket branch

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Qualifications

Education

• Bachelor's Degree in Facilities Management, Property Management, Engineering, Business Administration, Hospitality Management, or related discipline.
• Professional certifications in Facilities Management, Safety Management, or Security Management will be advantageous.

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Experience

• Minimum 5-8 years of experience in shopping mall, commercial property, hospitality, mixed-use development, or large-scale facility management.

• Proven experience managing:

  • Cleaning Operations
  • Security Operations
  • Soft Service Contractors
  • Service Quality Programs

• Experience in shopping centers or retail environments is strongly preferred.

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Knowledge & Competencies

Technical Competencies

• Facility Management
• Soft Services Operations
• Security Risk Management
• Occupational Health & Safety
• Emergency Response Planning
• Vendor & Contract Management
• Budget Management
• Business Continuity Planning

Leadership Competencies

• Strong leadership and people management skills
• Excellent communication and stakeholder management abilities
• Strong analytical and problem-solving capabilities
• Decision-making under pressure
• Negotiation and conflict resolution skills
• Customer-focused mindset

Systems & Technology

• Microsoft Office Suite
• Computerized Maintenance Management Systems (CMMS)
• Security Surveillance Systems (CCTV)
• Access Control Systems
• Incident Reporting Systems
• Building Management Systems (BMS) knowledge is an advantage

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Benefits:

✅ Annual vacation: 10-15 days/year.

✅ Group Health & LIfe insurance.

✅ Bonus / Annual salary increment.

✅ Work schedule: Monday - Friday, 9:00 AM - 6:00 PM.

✅ Provident Fund

✅ Other Allowances & Benefits