Senior Soft Service Associate | Gatewalk

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