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Manager, Soft Services (Hotels)

Sector:  NEOM Operations
Division:  NEOM Operations



Manager, Soft Services (Hotels)

Job Code



Reports to

Sr. Mgr. Hospitality Operations

Direct Reports




 Hotel Operations


NEOM Operations



NEOM Operations

Job Family



Role Purpose

To strategically develop, manage and enhance the housekeeping and laundry operations within the NEOM Community Hotels. The role’s primary objective is to assist the Senior Manager with strategic decision making within the services, develop a culture of exceptional customer excellence, lead the delivery of housekeeping operations, implement the measurement of KPI’s, ensure high quality standards and service levels are maintained for Housekeeping and Laundry services throughout the hotels.



Planning and Strategy

  • Develop in-house bespoke processes and standard operating procedures using hotel and soft service (housekeeping) industry standards and best practices.
  • Develop, implement, and update housekeeping operational plans and oversee their implementation to improve performance of the housekeeping team.
  • Work closely with senior management in the development of contractual scopes and KPIs for a tendering process.
  • Mentor, manage and support the day-to-day contractual obligations of the service provider.
  • Develop and implement improvement strategies to ensure continued progression in service deliveries across all areas of housekeeping and laundry activities.
  • Show awareness of innovative ways to deliver expertise and technical services, systems and outcomes in support of NEOM’s overall future company vision as a world leader in all fields.


  • Develop guidelines and enhance the performance of all direct reports.
  • Take responsibility and accountability in maintaining high-performance among all teams of professional and technical staff.
  • Participate in setting performance goals and daily requirements across all areas of the hotel’s housekeeping services.
  • Conduct evaluation and appraise performance on soft services.
  • Evaluate all KPIs ongoing and collate the necessary support and report documents pertaining to the outcomes of these key areas.
  • Produce High level weekly reports with stats, key notes and overviews of all soft services department that represents the performance in each area.


  • Develop in-house bespoke processes and standard operating procedures using hotel and soft service (housekeeping) industry standards and best practices.
  • Proofread and redline all SOPs, manuals and job scopes to ensure all aspects of the services are aligned with best practices. Review all annually.
  • Implement all best practices, standards and perform gap analysis on all services.
  • Continuously log and monitor all observations of non-conformance in each work scope and service.
  • Introduce control measures to ensure all service divisions are monitored, managed and maintained by the service provider. These should be in the form of low-level checklist and reports and high-level systematic controls or system-based solutions.


Knowledge, Skills and Experience

  • 10 years minimum in same or similar role as soft service manager or executive housekeeper.
  • 5 x star Hotel, Resort or Cruise experience in large scale establishments.
  • Experience working with multicultural and diverse multi language workforce.
  • Experience in operating multi-projects in separate locations.
  • Fluent written and spoken English
  • Experience in Microsoft Office Suite.
  • High level reporting and use if system, based technology such as SAP, Oracle and similar.



  • Degree in Hospitality Management or similar.
  • Higher level management qualifications.
  • Relevant certificates in Safety, operations, and project management.
  • Relevant certificates in the field; BICS, ISSA, APPA certified (assessor or an auditor)
  •  or Train the trainer capabilities




  • NEOM Operations Team
  • Director, Hotel Operations NEOM Departments
  • NEOM Community
  • External Partners
  • Service Providers
  • Vendors/Contractors

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