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4. KEY ACCOUNTABILITIES:
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Description
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Performance Indicators
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Soft services:
a. Responsible for implementing the housekeeping plan for the internal areas of the mall as well as the external areas, i.e. the immediate periphery of the Mall, such as the stairways, the roads and the car parks areas; by directing the housekeeping staff in their routine and non-routine jobs; ensuring compliance to set standards; and carrying out regular inspection, with the objective of enforcing adherence to standards, assessing performance levels and preventing any shortfalls that may lead to any inconvenience to the visitors
b. Responsible for implementing pest control, bird control, waste management services with objectives of ensuring standards, assessing performance and preventing shortfalls
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Monthly Reports
Weekly Inspection Reports
Preventive maintenance schedule accomplishment report
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Contract Management:
Responsible for tracking performance levels of the contractor providing the services against set KPIs and SLAs by routinely assessing performance against checklist, identifying defaults or shortcomings in service levels, and based on same prepare necessary report for management review and provide suggestions regarding actions for improving service standards
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Monthly Reports
Weekly Inspection Reports
schedule accomplishment report
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Usage of Equipment:
Ensure that the service providers staff are using the right equipment’s and tools for the various kinds of material (such as glass marble, tiles etc.) and services so as to maintain standards as well as to ensure that there is no damage to company asset due to incorrect usage of equipment
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Maintaining a tracking record of asset usage and maintenance
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Staff Supervision:
Plans and directs the number, placement of staff and the supervisory staff, to monitor standard of job done; as well as frequency of check in the different areas of the mall, with the objective of ensuring that areas most prone to housekeeping and pest control issues are attended to, within shorter intervals with the objective of maintaining standards of cleanliness and hygiene of the premises
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Monthly reports
Weekly inspection reports
Accomplishment report
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Service Standards:
Communicates expected service standards to the service provider’s staff and monitors them in terms of personal grooming, hygiene levels, communication skills and the service offered to visitors with the objective of ensuring a superior visitor experience
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Monthly reports
Weekly inspection reports
Schedule accomplishment report
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Consumables:
Responsible for keeping track of quality of consumables provided for customer usage and their distribution as per consumption patterns for different areas of the mall
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Maintain a record of quality check on the service provider’s consumables in stock to ensure right quality consumables and materials usage
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Reporting:
Prepare routine and ad hoc reports, with the objective of keeping the management informed about all issues relating to soft services of mall and taking necessary action thereof
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Monthly Reports
Weekly Inspection Reports
schedule accomplishment report
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Functional advice:
Develop an extensive understanding of the mall requirements/procedures and based on ground level assessment, give advice on further improving performance and service levels.
Also provide input into the budgeting process based on analysis of historical costs and projected expenditure
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Guidelines and services standard are to be checked against service deliverables and further improvements is to be suggested and tracked
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Asset Management:
Responsible for the maintenance of the asset property through proper attention to material and finished surfaces to maintain and enhance the asset lifecycle and visual presentation to the public viewing and use.
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Weekly Inspection Reports
schedule accomplishment report
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Duty Management:
To provide a key support in the role of management of the proper engagement and support too all relevant owner, stakeholder, management, ministry, government and emergency services as and when so required during the course of shift working.
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Completion of all duty Manager requirements.
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