Soft Service Supervisor

Soft Service Supervisor

The Soft Service Supervisor will be responsible for the direct, hands-on supervision and coordination of daily soft service operations within the hospital. The role holder will ensure the effective execution of all housekeeping, portering, and minor front-of-house tasks to the highest standards of cleanliness, safety, and efficiency.

Key Accountabilities/Responsibilities

• Daily Operational Supervision & Task Management
• Conduct daily briefings with housekeeping, portering, and front-of-house teams to assign tasks and communicate priorities.
• Create and distribute daily work schedules and assignment sheets for all direct reports.
• Perform continuous rounds across all assigned zones (patient rooms, ORs, public areas) to monitor cleanliness and service delivery in real-time.
• Reallocate resources dynamically in response to emergencies, spills, or high-priority requests.
• Ensure all daily, weekly, and monthly cleaning checklists are completed and signed off by the relevant staff.
• Verify the completion and quality of terminal cleans upon patient discharge.
• Quality Assurance & Compliance Monitoring
• Perform scheduled and random quality audits using standardized checklists for all cleaning and portering activities.
• Ensure all cleaning practices adhere to IPC policies and relevant standards (JCI, ISO, etc.).
• Monitor and enforce strict compliance with isolation cleaning procedures in designated patient rooms.
• Check and ensure all cleaning carts are properly stocked, organized, and compliant with safety standards.
• Audit documentation, such as cleaning logs and checklists, for accuracy and completeness.
• Report any non-compliance issues immediately to the Soft Services Manager and take provisional action.
• Inventory & Equipment Management
• Perform daily checks of cleaning supply levels on carts and in storage closets; initiate restocking requests.
• Supervise the proper use, storage, and basic maintenance of all cleaning equipment (e.g., vacuums, scrubbers, buffers).
• Report faulty equipment to the maintenance team or vendors and track until resolved.
• Ensure all chemicals are correctly labeled, stored in compliance with SDS, and used at the appropriate dilutions.
• Manage the inventory of portering equipment (wheelchairs, stretchers), ensuring they are clean, functional, and available.
• Conduct monthly physical inventory counts of supplies and equipment.
• Patient Portering & Transport Coordination
• Monitor the portering request system (digital or manual) and dispatch porters efficiently.
• Supervise porters to ensure timely, safe, and courteous transport of patients and specimens.
• Audit porter adherence to patient handling techniques and infection control protocols (e.g., hand hygiene, cleaning transport equipment after each use).
• Investigate and resolve delays or complaints related to patient transport services.
• Coordinate portering support for emergency cases and scheduled admissions/discharges.
• Maintain a log of portering activities and response times for performance review.
• Customer Service & Stakeholder Communication
• Serve as the first point of contact for cleaning and portering-related queries from patients, visitors, and clinical staff.
• Proactively engage with nursing unit managers to understand specific departmental needs and concerns.
• Ensure front-of-house staff provide a warm, professional, and helpful welcome to all visitors.
• Respond promptly and professionally to service complaints, resolving them where possible and escalating complex issues to the Manager.
• Collect and document feedback from internal customers to identify trends and improvement areas.
• Maintain a positive and collaborative relationship with the on-site teams from outsourced service providers.
• Safety, Risk Management & Incident Reporting
• Enforce strict adherence to occupational health and safety protocols, including PPE usage and ergonomic practices.
• Conduct regular safety inspections of work areas, storage rooms, and equipment.
• Lead the initial response to spills, accidents, or incidents, ensuring proper containment and cleanup.
• Investigate and document all safety incidents, near-misses, and hazardous conditions within the team.
• Promote a culture of safety by encouraging staff to report hazards and near-misses without fear.
• Ensure the correct and safe disposal of general and clinical waste according to hospital policy.
• Pest Control & Waste Management Monitoring
• Conduct daily visual inspections in key areas (kitchens, pantries, waste holding areas) for signs of pest activity.
• Ensure bait stations are intact and report any issues to the pest control vendor via the Manager.
• Supervise the segregation and disposal of different waste streams (clinical, general, recyclable) by housekeeping staff.
• Monitor the cleanliness of waste storage areas and ensure schedules for waste removal are followed.
• Train staff on integrated pest management (IPM) principles and proper waste handling procedures.
• Maintain accurate logs for pest sighting reports and waste management checks.
• Administrative Duties & Reporting
• Maintain daily attendance and timekeeping records for all direct reports.
• Compile and submit daily activity reports to the Soft Services Manager, highlighting achievements, issues, and metrics.
• Complete incident reports and hazard identification forms in a timely and accurate manner.
• Assist the Manager in preparing data for monthly performance and KPI reviews.
• Manage the leave roster, ensuring adequate coverage for all shifts and areas.
• Participate in departmental meetings and contribute to operational planning.
• Must have skills
• Clinical Cleaning
• Public Health
• Infection Control and Prevention
• Qualifications
• Bachelor’s degree in Facilities Management, Hospitality Management, Business Administration, Public Health, or a related field.
• Experience in housekeeping or environmental services management, preferably within the healthcare industry.
• Experience in optimizing workflows, reducing costs, and improving service delivery.
• Knowledge of integrated pest management (IPM) and sanitation protocols.
• Experience managing departmental budgets and cost-saving initiatives.
• Proficiency in using facilities management software, inventory management systems, and MS Office Suite.
• Experience working in JCI-accredited or international hospitals is a strong advantage.
• Excellent communication, interpersonal, and negotiation skills, with a strong focus on customer service.