Soft Service Supervisor At The African Medical Centre Of Excellence (amce)
The African Medical Centre of Excellence (AMCE)
full-time
Job Objective
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.
He/ She will monitor daily operations, train staff, and uphold the pristine environmental standards required in an international healthcare setting.
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.
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.
Must have skills
Clinical Cleaning
Public Health
Infection Control andPrevention