Job Description

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Job Overview * This position manages the Soft Services Division.

• Ensure the highest standard of cleanliness and service excellence throughout the Parks for all Guests & Colleagues.
• Manage the External Service Providers including but not limited to; Cleaning (Internal and External), Landscaping, Pest Control, Hygiene, Lab Testing and Waste Management.
• Instill a budget and cost savings awareness throughout the Department.

Job Scope

• Manage soft services service providers/contractors for namely; Cleaning (Internal and External), Landscaping, Pest Control, Hygiene, Lab Testing and Waste Management; in order to achieve our Core Service Standards.
• Enforce all local codes and best practices in regards to cleaning, chemical usage, waste disposal and environmental action in order to ensure a clean and safe environment.
• Ensure a safe, clean and hygienic environment for guests and colleagues.
• Manage preventative and reactive maintenance activities undertaken by the service providers.
• Manage additional service requests related to soft services.
• Ensure KPI target(s) for self, division and department are met.
• Review service provider(s) performance and provide monthly reports to the Director of General Services regarding their compliance against predetermined/contracted SLAs and KPIs.
• Manage emergency situations that may arise in order to minimize possible commercial loss, revenue leaks, damage, loss or injury to human life or company property.
• Deliver operational support for special events in order to achieve set goals and targets.
• Manage operational schedules to ensure compliance with labor law/proper operational staffing levels.
• Ensure sustainable operational readiness of the different facilities.
• Chair or attend division meetings on a regular basis
• Manage Division P&L, periodically meeting with Finance and/or Director of General Services to discuss Expenditure vs. Budget.
• Monitor "Guest Satisfaction" results and "Mystery Shopper" to enhance Guest's experience.
• Ensure smooth operations of the facilities on a daily basis.
• Continuously motivate and promote harmony through the department among all the colleagues and external service providers.
• Make decisions regarding soft services in a timely manner.
• Oversee and/or implement cost saving program in order to reduce overall operational costs.
• Manage the manning productively in order to achieve the most efficient use of labor and reduce the costs.
• Ensure actual expenses do not exceed the division's budget.
• Assist and/or develop the departmental budget annually.
• Develop and achieve division and Company objectives, action plans and KPI in order to support the Company in achieving the Executive Strategic Plan
• Ensure strict compliance with the departments/division's; processes, policies, procedures and forms in order to structure the division and assist colleagues in their operational needs.
• Be a positive, consistent and fair role model at all times ensuring high standards of practice are maintained while motivating, influencing and supporting other to accomplish personal, departmental and Company goals.
• Coordinate and communicate relevant information with colleagues in order to improve internal communication within the division and Company.
• Conduct colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth.
• Coach/Train Contribute in the Company's vision to "Create Smiles".

In order to be considered for the role you must have:

Essential: * Secondary School Certificate

• 3 years in a Managerial Soft Services position
• Strong Leadership
• Strong command of English

Desirable:

• Diploma in Hospitality/Facilities Management
• 2 Years in Theme Parks
• Knowledge in CAFM is an added advantage.

Behavioral Competencies

• Create Smiles
• Share What You Know
• Deliver Excellence
• Work as One
• Lead With a Shared Vision
• Nurture Talent
• Build Proactive Partnerships