Soft Services and Workplace Experience Manager

About the role

Macro, a global specialist in facilities management, is hiring a Soft Services and Workplace Experience Manager in Dubai. The role leads and coordinates workplace experience, hospitality, front-of-house, concierge, customer-facing and soft service operations across a premium executive environment, overseeing multiple service providers to deliver seamless service, excellent workplace presentation, executive readiness and outstanding customer experience. It suits someone with a strong background in luxury hospitality, premium corporate workplaces or high-profile customer-facing operations.

Key responsibilities

• Lead workplace experience services across the headquarters, keeping executive offices, boardrooms, meeting spaces and client-facing areas to the highest standards
• Oversee meeting room readiness, executive support, hospitality arrangements and support for C-suite executives, VIP visitors and key client meetings
• Develop and maintain workplace experience standards, operating procedures and service protocols
• Oversee hospitality, concierge, reception, guest relations, food and beverage and front-of-house services, including VIP and VVIP visits, executive events, conferences and special functions
• Manage soft service providers such as cleaning, hospitality, concierge, waste management, landscaping and pest control, monitoring performance against KPIs and SLAs through audits, inspections and quality reviews
• Lead supplier review meetings, develop corrective action plans and drive continuous improvement
• Maintain workplace presentation and cleanliness, conduct routine inspections of executive areas, meeting rooms, washrooms and reception areas, and ensure compliance with health, safety and environmental requirements
• Build relationships with client stakeholders, executive assistants and workplace teams, act as the main escalation point, and present service performance updates

Required profile

• Significant experience managing workplace experience, hospitality or soft services in premium corporate headquarters, luxury hospitality, government or high-profile environments
• Proven experience managing multiple service providers and outsourced service contracts
• Experience managing hospitality, food and beverage, concierge, reception and front-of-house services
• Strong stakeholder management and customer service skills
• Exceptional communication, presentation and leadership skills

Required skills

• Understanding of executive workplace operations and C-suite support requirements
• Experience developing and managing KPI and SLA frameworks