Soft Services Manager

1 month ago

Malaysia Sodexo Full time

The Client Service Manager is responsible for the day to day running and overall management of the client office space and catering operations. The key objective is to achieve optimum results in relation to service delivery, vision and leadership, client relations, financial management and return to client and Sodexo.

The scope of delivery comprises coordination and execution of full client floor services in respect to:

  • Function and special event catering
  • Client floor management including reception, wait staff and catering operations
  • Morning reception coverage
  • Configuration and operation of EMS (Event Management System), systems and processes.
  • Liaison with meeting organizers/hosts on internal and client functions
  • Manage the Mailroom and facilities team
  • Office Cleaning (subcontracted)

KEY RESULT AREAS/TASKS

Client Relations

· Establishes and sustains a productive relationship with key client contacts.

· Represents Sodexo as a professional, responsive, and committed partner to the success and continuous improvement of the contract.

· Is available to the client to discuss in an open and collaborative manner any issues and takes ownership over ensuring solutions are promptly actioned.

· Communicates effectively with clients to foster an environment of trust and in a manner which promotes understanding of effective work outcomes.

Financial Management

· Ensures that the account is managed effectively and within agreed budgetary guidelines.

· Follows company procedures in preparing weekly and monthly operating reports.

· Ensures that reports are completed accurately and in a timely manner.

· Monitors food and labor costs and implements strategies to reduce any areas requiring attention.

· Scrutinizes costs of external contractors on behalf of client to ensure the client is receiving the most cost-effective arrangement.

Administration

· Implements and ensures the adherence to Sodexo compliance standards covering:

- Work Health & Safety

- Occupational Hygiene – food and personal hygiene

- Responsible Service of Alcohol

- Equal Opportunity and Affirmative Action

- Employee Relations

· Sales orders, procurement, goods receipting and stockades

· Monthly financial reporting

· Establishes efficient procedures for maintaining employee records and processes information promptly.

· Keeps an orderly system for maintaining administration associated with management of the contract.

· Prepares weekly staff roster and coordinates any additional casual staffing requirements

Human Resource Management

· Implements strategies to build and maintain a dedicated, positive team environment.

· Leads by example conducting oneself in an exemplary manner.

· Communicates the business objectives and provides direction to the team and individuals.

· Coordinates training requirements in conjunction with corporate training department.

· Recruits and inducts staff effectively into the site.

· Follows company procedures when handling employee grievances or undertaking disciplinary action

· Maintains a positive industrial relations environment in which all team members are encouraged to liaise directly with management on all personal/work related matters.

· Nurtures career development of employees by regular performance management, continuous coaching, and nomination to training courses provided regularly by Sodexo or as discussed with Regional Accounts Manager.

Operational Management

· Disseminates in appropriate manner relative information to employees, suppliers, and client contacts.

· Delivers through the effective use of human, physical and financial resources, high quality service and product in line with set objectives.

· Develops and implements standards of service to achieve maximum outcomes.

· Inspires and leads the quality of food and service.

PERFORMANCE STANDARDS

· Positive feedback from client regarding performance of operations

· Concerns raised by the client are actioned within 24 hours and the solution strategy communicated to the client promptly.

· 100% of Client WHS requirements are implemented and KPI’s are achieved

· The client receives suggestions initiated by Client Service Manager in an enthusiastic and open manner.

· Set revenue and expense budgets are achieved to determined forecasts.

· To assess weekly and monthly catering revenue, and maintain adequate controls to monitor budget performance

· To actively pursue and achieve budget targets and assist in budget compilation

· Budget variances are justified and clearly communicated in standard company format.

· Reporting is completed by the weekly /monthly deadlines 100% of the time.

· To formulate menus in line with Client and Sodexo expectations

· Client function charges are signed off by the client and regarded by the client as reasonable and competitive.

· Staff are made aware of, and adhere to standard company policies regarding WHS, Occ Hygiene, EEO and Employee relations.

· Employee information is in an orderly fashion and easy to access by the authorized personnel.

· Weekly roster is completed within the legislative time frames and casual staffing requirements are noted and booked as soon as known.

· Actively engage in CSR programmes, innovations and ensure compliance to set KPI’s.

· Output of service levels by staff – the commitment and level of motivation the staff display towards Client Service Manager and Sodexo.

· Performance reviews are conducted a minimum of once yearly, with each staff member and informal feedback is provided on an ongoing basis.

· All staff to have completed mandatory company training within one month of commencement to the company.

· Staff turnover is at an acceptable level (no more than 100 % per annum)

· Recruitment is conducted as per the company procedures and guidelines.

· Disciplinary action and grievance handling is conducted as per the company procedures and guidelines.

· Customer complaints/negative feedback is limited to incidents, which do not repeat and can be corrected satisfactorily as they occur.

· Consistency & quality of food product

· Consistency & quality of service

· Functions are coordinated in a timely, efficient, and accurate manner.

SUPERVISORY AUTHORITY

In this role, the employee will be required to supervise all Sodexo personnel and casual relief staff.

  • Head Chef
  • Wait staff
  • Receptionists
  • Concierge
  • Facilities Administrator
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