Site Supervisor - Soft Services

Job Purpose

The Site Supervisor oversees and coordinates all soft services activities at the assigned location, such as housekeeping, cleaning, waste handling, landscaping, pest control, façade cleaning, and other support functions. The role ensures that services are delivered reliably and efficiently while meeting contract terms, KPIs, SLAs, HSE standards, and client requirements.

Key Responsibilities

Operations Management

• Oversee the daily delivery of soft services across the designated facilities.
• Make sure cleaning plans and service schedules are carried out as intended.
• Coordinate housekeeping, waste handling, landscaping, pest control, and specialist cleaning tasks.
• Check that service delivery aligns with contractual obligations.
• Ensure the team is adequately staffed to handle operational needs.

Team Supervision

• Lead cleaners, housekeeping staff, waste handlers, gardeners, and subcontracted workers.
• Assign daily duties and work priorities.
• Track attendance, timeliness, productivity, and overall performance.
• Run toolbox talks, shift handovers, and operational meetings.
• Coach team members on the job and offer practical support.
• Suggest performance improvements and disciplinary action when needed.

Housekeeping and Cleaning Management

• Oversee routine, scheduled, and deep-cleaning work.
• Maintain cleanliness in shared spaces, offices, washrooms, corridors, lobbies, exterior zones, and other facility areas.
• Check that chemicals, equipment, and machinery are used correctly.
• Ensure approved cleaning methods and procedures are followed.
• Monitor consumables and arrange replenishment when stock is low.

Waste Management

• Supervise waste collection, sorting, movement, and disposal activities.
• Ensure waste handling follows local authority and environmental rules.
• Arrange waste pickup schedules with approved vendors.
• Keep waste stations and refuse areas clean and orderly.

Landscaping and External Services

• Oversee landscaping and grounds maintenance work.
• Monitor irrigation systems and landscaping contractors.
• Ensure outdoor areas stay tidy, safe, and presentable.
• Carry out regular checks of external spaces and shared outdoor areas.

Quality Assurance and Inspections

• Perform daily, weekly, and monthly inspections to check service quality.
• Spot service gaps and put corrective actions in place.
• Support client inspections and audits.
• Close inspection comments and non-conformities on time.
• Maintain consistent quality across all soft services operations.

Client and Occupant Coordination

• Serve as the main site contact for soft services issues.
• Respond quickly to client complaints and service requests.
• Coordinate with tenants, occupants, and client representatives.
• Take part in site meetings and assist with client walkthroughs.
• Work to maintain strong customer satisfaction and service quality.

KPI and SLA Management

• Track KPI and SLA performance across all soft services tasks.
• Review service results and introduce improvement actions.
• Ensure service requests and complaints are closed within target timelines.
• Support management in meeting contract performance goals.
• Prepare KPI updates and operational performance reports.

Health, Safety and Environment

• Follow company HSE policies and procedures at all times.
• Conduct routine safety checks and toolbox talks.
• Make sure cleaning chemicals are stored, handled, and used safely.
• Confirm that staff wear the required PPE.
• Report incidents, accidents, and near misses promptly.
• Promote environmental care and sustainable practices.

Documentation and Reporting

• Keep attendance logs, duty rosters, and leave records updated.
• Prepare daily, weekly, and monthly operational reports.
• Maintain inspection checklists and audit documentation.
• Track usage of chemicals, consumables, and equipment.
• Support management with client reports and presentations.

Qualifications

A Diploma or Bachelor’s Degree in Facilities Management, Hospitality Management, Environmental Services, Business Administration, or a closely related field is required.

Preferred Certifications

• BICSc Cleaning Supervisor Certificate
• BICSc CPSS (Cleaning Professional’s Skills Suite)
• IOSH Managing Safely
• NEBOSH International General Certificate (IGC)
• ISSA Cleaning Management Institute (CMI) Certification
• COSHH awareness training
• Waste management and environmental awareness training
• First aid certification
• Fire warden or fire marshal certification
• Customer service and complaint handling training

Experience

• At least 5 years of experience in soft services or facilities management.
• At least 2 years in a supervisory role leading housekeeping and cleaning teams.
• Experience across residential communities, commercial towers, government facilities, hospitals, hotels, airports, educational institutions, or mixed-use developments.

Technical Knowledge

• Housekeeping and janitorial operations.
• Deep-cleaning and specialist cleaning methods.
• Waste management and recycling practices.
• Landscaping and grounds maintenance coordination.
• Cleaning chemicals, machinery, and equipment.
• Quality control and inspection processes.
• KPI and SLA management in facilities management contracts.
• CAFM systems and digital work-order platforms.

Competencies

• Leadership and team supervision.
• Clear communication and strong interpersonal skills.
• Customer-first mindset.
• Planning and organization.
• Problem-solving and sound decision-making.
• Report writing and record keeping.
• Ability to balance multiple priorities and work under pressure.

Working Conditions

• This is a site-based position with both indoor and outdoor responsibilities.
• Frequent inspections of operational areas and common facilities are expected.
• The role involves regular interaction with clients, occupants, subcontractors, and operations teams.
• Shift work, weekend duty, and emergency support may be necessary depending on contract needs.

Preferred Experience

• Facilities management experience in the UAE or GCC.
• Experience supervising large soft services teams in KPI- and SLA-driven settings.
• Familiarity with client inspection procedures and authority audits.
• Exposure to government, healthcare, hospitality, residential, commercial, and mixed-use FM contracts.
• Understanding of UAE environmental, health, and safety regulations.
• Experience driving sustainability, recycling, and service excellence initiatives.