Soft Services Team Leader - Subject To Contract Award

Job description / Role

Key Purpose

- The purpose of this position is to ensure the smooth operation of all reception and accommodation; laundry and Contact Centre Services for the contract and deputise for the Soft Services Supervisor during leave periods and other absences

Reason for role

- The reason for this role is to manage and lead the soft services for the contract

Structure and reporting relationship

- Employee will be reporting to the Soft Services Supervisor

Based on the specific requirement of the role

Key accountabilities

Key Job Responsibilities

- Supervision of staff including Reception and Accommodation Clerks, Laundry / Linen Attendants and Contact Centre Operators.
- Supervision of the bedding and linen replacement program.
- Supervision of the laundry team
- Periodic checks of the linen and consumables store.
- Periodic checks of the Asset registers and room keys.
- Liaison/co-ordination with other sections e.g.: Cleaning, Contact Centre, Maintenance and Transportation.
- Supervise and monitor the performance of subcontractors providing services such as, laundry and manpower providers
- Maintain awareness for ensuring best practice in reception and accommodation of office procedures and technology to ensure the continued effective and efficient running of the reception and accommodation office.
- Maintain a defects/issues log for the accommodation and address and resolve any issues.
- Maintain a lost/found log for all items and ensure the said items are handed over to the ADF Accommodation NCO
- Assist in rostering of staff to ensure sufficient cover on all shifts; including annual leave planning and judicious use of overtime as required;
- Supervise the daily operations of the contact centre;
- Ensure monitoring of calls and emails to improve quality, minimise errors and track operational performance of staff
- Supervision of Meet & Greet service requests to ensure 100% service excellence in line with KPI requirements
- Weekly recording of data, statistics and the performance levels of the contact centre
- Liaising with clients, supervisors, operatives, managers and heads of other departments to gather information, resolve issues and ensure all client issues are tracked on CAFM.
- Attend client meetings as and when required, record and implement action points
- Assist in the preparation and distribution of operational reports in accordance with the specified timeframes;
- Data capture and reporting of customer feedback
- Have a thorough understanding of the contract (CWBD's)
- Develop an In-depth knowledge in CAFM System used in the contract to enable CAFM administrator rights… update and review of formats and data capture
- Maintaining up-to-date knowledge of industry standards and new developments
- Ensure Procedures and Work Instructions are updated and maintained in accordance with Q- Pulse.
- Perform and carry out other duties as instructed / directed by the Head of Hospitality.

People Management Responsibilities

- Conduct monthly one on one feedback sessions and provide documented action plan to improve performance of the staff;
- Conduct Weekly Teem Meetings
- Conduct Monthly Toolbox Talk
- Coaching, motivating of staff on customer service soft skills
- Training of contact centre operatives on procedures, work instructions, forms and reports.
- Setting performance targets for each of the contact centre employees;
- Reviewing the performance of staff, identifying training needs and coordinating training sessions;
- Updating the staff on new industry standards and developments

HSQE Responsibilities and Information Security Responsibilities

- To Immediately stop and unsafe act or condition, report into QHSE Manager for corrective action and develop a long-term solution through Root Cause Analysis [RCA]
- Awareness of the Integrated Management System and the content of the Environment, Quality, Health & Safety and Information Security Policy Statements.
- Understanding of personal responsibilities and contribution to achieving compliance with the Integrated Management System requirements, (including but not limited to competence to perform safety critical roles, legal requirements, control measures arisen from environmental impacts and aspects, job safety analysis and information security risk assessment) and the potential consequences of departure from the arrangements in place to deliver the commitments stated in the policies statements above;
- To exercise a personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions;
- Promote a good HSQE and Information Security culture within their departments and among their peers, subcontractors and third parties;
- Lead by example and look at ways to conserve energy, water and resources and minimise the generation of waste through personal performance and raise recommendations on how to improve existing processes on this regard within/outside their departments through their Line Manager, Departmental Safety Meetings and any other appropriate available channels;
- Protect information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental;
- Required to undergo safety critical medicals and random alcohol and drugs testing as requested.

Requirements

Essential technical and professional skills, knowledge and qualifications

Technical & Professional Skills

- Proficient in MS Office Packages
- Excellent written and verbal English language skills;
- Mature, detail minded, flexible, proactive, self-motivated and responsible approach to work with strong initiative and problem-solving capability.

Knowledge

- Good communication skills
- Ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment;
- Knowledge of CAFM Explorer and RMS and / or other accommodation management systems

Qualifications

- Ideally a degree holder or high diploma or post-secondary education in a related discipline;
- A minimum of 2 years' experience of managing hotels or accommodation blocks, including direct supervision of staff.
- Experience in managing various teams within different disciplines, which includes rostering, performance reviews, leave, absence, overtime, inductions etc

Additional / special features of the role

- Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
- Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
- To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
- Ensure compliance with all training requirements of Serco and adherence to these requirements at all times whilst in employment
- Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative.

About the Company

Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.

Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.

Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.

Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.

We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.

Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.