Job Purpose

The role holder will support the Head, Hospitality Services in overseeing the delivery of outsourced Hospitality Operations including Catering, Laundry, Accommodation, Gardening and Cleaning of public areas. He/She will ensure service quality, compliance with Health and Safety standards, efficient coordination with internal departments, and continuous improvement of guest and staff experience across the facility, supervise Hospitality and Housekeeping officers and act as the key liaison with outsourced service providers.

Key Duties and Responsibilities

Strategic Responsibilities

• Support the development and implementation of the Hospitality, Cleaning and Gardening services strategy in alignment with the Client Experience Division’s objectives.
• Lead the operationalization of service-level agreements (SLAs), quality standards and performance indicators for outsourced services.
• Participate in needs assessment and planning for improvements in accommodation, Cleaning, Laundry, Catering and outdoor maintenance services.
• Contribute to Annual Budgeting, Procurement Planning and Resource Allocation for Hospitality, Cleaning and Gardening operations.
• Provide insights and data to inform vendor evaluations, contract renewals and service enhancements.
• Robust internal controls to ensure zero risk occurrence.

Technical and Operational Responsibilities

• Coordinate day-to-day supervision of Catering, Laundry, Housekeeping, Gardening and outsourced cleaning to ensure adherence to SLAs.
• Conduct regular inspections of guest rooms, public areas, gardens, pathways and service facilities, documenting findings and ensuring corrective action.
• Ensure that accommodation facilities are clean, well-maintained, furnished and adequately stocked in collaboration with the vendor.
• Oversee quality and hygiene standards in food production, service and waste management as delivered by outsourced service providers.
• Review cleaning schedules, cleaning frequencies, deep-cleaning plans and ground maintenance plans.
• Address and resolve service gaps, complaints or escalations related to Hospitality, Cleaning and Gardening.
• Verify compliance with occupational health and safety standards, including chemical handling, waste disposal and food safety protocols.
• Coordinate Hospitality and Cleaning support for conferences, events and high-profile delegations.
• Supervise Hospitality Services Officers, Housekeeping Officers, and Cleaners/Office Assistants assigned internally to monitoring roles.
• Prepare operational reports including inspection summaries, compliance reports, inventory updates and incident logs.
• Provide innovative solutions to clients within allowed limits of the existing vendor contracts.

Other Responsibilities

• Hold regular meetings with the Vendor to address any compliments/complaints arising from clients.
• Participate in vendor selection processes, tender evaluations and contractor onboarding.
• Provide training, guidance and coaching to staff and outsourced service supervisors on service standards and customer service expectations.
• Support internal audits, compliance reviews and risk mitigation measures related to outsourced operations.5
• Ensure proper documentation of service records, logs, checklists and inventory information.
• Perform any other duty as assigned by the Head, Hospitality and Housekeeping Services.

Qualifications

• Bachelor’s Degree in Hospitality Management, Facilities Management, Housekeeping Management or a related field.
• Professional certification in Housekeeping, Food Safety, Contract/Vendor Management or facilities operations is an added advantage.
• Training in occupational health and safety (OHS), HACCP or hygiene standards is an added advantage.
• Working knowledge of Hospitality Operations, Accommodation Standards, Cleaning systems and outsourcing frameworks.

Work Experience

• At least, five (5) years’ experience in a similar role.

• Support the development and implementation of the Hospitality, Cleaning and Gardening services strategy in alignment with the Client Experience Division’s objectives.
• Lead the operationalization of service-level agreements (SLAs), quality standards and performance indicators for outsourced services.
• Participate in needs assessment and planning for improvements in accommodation, Cleaning, Laundry, Catering and outdoor maintenance services.
• Contribute to Annual Budgeting, Procurement Planning and Resource Allocation for Hospitality, Cleaning and Gardening operations.
• Provide insights and data to inform vendor evaluations, contract renewals and service enhancements.
• Robust internal controls to ensure zero risk occurrence.
• Coordinate day-to-day supervision of Catering, Laundry, Housekeeping, Gardening and outsourced cleaning to ensure adherence to SLAs.
• Conduct regular inspections of guest rooms, public areas, gardens, pathways and service facilities, documenting findings and ensuring corrective action.
• Ensure that accommodation facilities are clean, well-maintained, furnished and adequately stocked in collaboration with the vendor.
• Oversee quality and hygiene standards in food production, service and waste management as delivered by outsourced service providers.
• Review cleaning schedules, cleaning frequencies, deep-cleaning plans and ground maintenance plans.
• Address and resolve service gaps, complaints or escalations related to Hospitality, Cleaning and Gardening.
• Verify compliance with occupational health and safety standards, including chemical handling, waste disposal and food safety protocols.
• Coordinate Hospitality and Cleaning support for conferences, events and high-profile delegations.
• Supervise Hospitality Services Officers, Housekeeping Officers, and Cleaners/Office Assistants assigned internally to monitoring roles.
• Prepare operational reports including inspection summaries, compliance reports, inventory updates and incident logs.
• Provide innovative solutions to clients within allowed limits of the existing vendor contracts.
• Hold regular meetings with the Vendor to address any compliments/complaints arising from clients.
• Participate in vendor selection processes, tender evaluations and contractor onboarding.
• Provide training, guidance and coaching to staff and outsourced service supervisors on service standards and customer service expectations.
• Support internal audits, compliance reviews and risk mitigation measures related to outsourced operations.
• Ensure proper documentation of service records, logs, checklists and inventory information.
• Perform any other duty as assigned by the Head, Hospitality and Housekeeping Services.

• Working knowledge of Hospitality Operations, Accommodation Standards, Cleaning systems and outsourcing frameworks.

• Bachelor’s Degree in Hospitality Management, Facilities Management, Housekeeping Management or a related field.
• Professional certification in Housekeeping, Food Safety, Contract/Vendor Management or facilities operations is an added advantage.
• Training in occupational health and safety (OHS), HACCP or hygiene standards is an added advantage.