Home Service Manager

Key Responsibilities

1. Service Operations Management

• Oversee daily operations for all non-property services (home cleaning, AC cleaning/repair, nail/hair/beauty services, furniture service, etc.).
• Ensure smooth execution of all customer bookings from scheduling to completion.
• Monitor and maintain service quality, punctuality, hygiene standards across all providers.
• Implement safety protocols and ensure compliance with health and safety regulations across all home service staffs and 3'rd party supplier staffs.
• Resolve operational issues quickly and effectively to maintain customer satisfaction.
• Ensure proper use of tools, equipment, and supplies by employees to minimize waste and maximize efficiency.
• Regular visits to meet with service providers, customers, on site staffs to ensure all services are being done smoothly and any issues are resolved immediately on site.

2. Vendor & Partner Management

• Identify, on-board, and manage third-party service providers for different service categories.
• Negotiate commercial terms, ensure proper documentation, and track vendor performance.
• Periodic Conduct service quality audits and retraining for partners.

3. Customer Experience

• Coordinate with customer support to handle service-related queries or complaints.
• Analyze feedback and develop initiatives to improve overall service experience.
• Maintain consistent service quality and standard operating procedures (SOPs).

4. Process Improvement & Reporting

• Develop and optimize processes for service delivery, coordination, and follow-up.
• Collaborate with management to develop and implement operational improvements and new service offerings.
• Track and report key metrics such as number of bookings, completion rate, complaints, and satisfaction scores.
• Suggest data-driven improvements to increase efficiency and profitability.
• Continuous training for in-house as well as 3'rd party teams to service quality improvements.
• Be responsible for the KPIs and results of entire Home Services department.

5. Cross Department Collaboration

• Work closely with Sales, Marketing, Customer Care and Finance teams to ensure seamless coordination.
• Support the HR/Recruitment Manager in hiring service coordinators or home service staff when needed and onboard/train them for the job.
  
  

Qualifications & Skills

• University Degree in Business Management, Hotel/Hospitality Management, Real Estate, Sales & Marketing, or similar fields.
• Minimum 5+ years of total experience, with minimum 2 years as “Manager” position in service operations, facilities management, Hotel or Hospitality Management, House Keeping services etc.
• Proven experience in managing third-party vendors and in-house service staffs.

• Strong organizational, problem-solving and decision-making skills.
• Customer-centric mindset with an ability to multitask under pressure.

• Good Computer skills and working knowledge of Microsoft Office (Word, Excel, PowerPoints) is mandatory. Proficiency in scheduling and operational software will be an added advantage.
• Knowledge of industry regulations, safety protocols, and best practices.
• Intermediate English skills (listening, writing and reading) are mandatory.

• Strong interpersonal and communication skills, ability to handle both foreigner and local customers with ease.
• Totally customer focused, putting customer's interest first in any situation, understanding customer needs and trying best to achieve customer's expectations.