The British Academy for Training and Development offers this training program in “Soft Facilities Management”, designed to develop professional capabilities in managing the people-focused and service-oriented functions that support safe, efficient, and well-organized facilities.

The program covers essential soft services such as cleaning, security, catering, reception, waste management, landscaping, pest control, and workplace support. Participants will examine service planning, contractor coordination, quality standards, performance monitoring, customer service, and resource management. The program also addresses service-level agreements, supplier relationships, risk considerations, sustainability, and cost control. Particular attention is given to maintaining consistent service delivery and creating a positive environment for employees, visitors, and facility users. The content provides a structured foundation for professionals responsible for coordinating soft facilities services across commercial, corporate, public, residential, and institutional environments.

Who Should Attend?

• Facilities managers and supervisors responsible for soft service operations.

• Property, workplace, and building management professionals.

• Contract, procurement, and supplier management professionals overseeing facility services.

• Operations and administration managers responsible for workplace support services.

Knowledge and Benefits:

After completing the program, participants will be able to master the following:

• Explain the principles, scope, and role of soft facilities management.

• Plan and coordinate soft services according to facility requirements.

• Manage contractors, suppliers, service standards, and performance requirements.

• Apply effective methods for monitoring quality, costs, risks, and customer satisfaction.

• Develop sustainable and efficient approaches to soft service delivery.

• Fundamentals of Soft Facilities Management

  • Concepts, scope, and key functions of soft facilities management.

  • Role of soft services in supporting business and workplace operations.

  • Relationship between soft and hard facilities management.

• Soft Services Strategy

  • Identifying facility needs and defining service requirements.

  • Aligning soft services with organizational objectives.

  • Establishing service priorities, responsibilities, and operating standards.

• Cleaning and Housekeeping Management

  • Planning cleaning services, schedules, staffing, and resources.

  • Hygiene standards, quality requirements, and service monitoring.

  • Managing cleaning materials, equipment, waste, and environmental considerations.

• Security and Access Management

  • Principles of facility security and access control services.

  • Security staffing, visitor management, patrols, and incident reporting.

  • Coordination between security providers and facility management teams.

• Reception and Front-of-House Services

  • Managing reception, concierge, and visitor support services.

  • Professional communication and workplace service standards.

  • Handling visitor requirements, complaints, and service requests.

• Catering and Hospitality Services

  • Planning catering and workplace hospitality services.

  • Food safety, hygiene, service quality, and supplier requirements.

  • Managing menus, resources, costs, and customer expectations.

• Waste Management and Environmental Services

  • Waste collection, segregation, storage, and disposal procedures.

  • Managing recycling and resource recovery initiatives.

  • Environmental standards and sustainable waste-management practices.

• Landscaping and Grounds Management

  • Planning landscaping and external-area maintenance services.

  • Managing contractors, schedules, resources, and service standards.

  • Supporting attractive, safe, and well-maintained external environments.

• Pest Control Management

  • Principles of preventive pest management in facilities.

  • Monitoring, treatment planning, and contractor coordination.

  • Health, safety, environmental, and regulatory considerations.

• Workplace Support Services

  • Managing workplace services and employee support requirements.

  • Mailroom, document handling, meeting support, and internal logistics.

  • Coordinating support services with daily workplace operations.

• Contractor and Supplier Management

  • Selecting and managing soft service providers.

  • Defining responsibilities, deliverables, and service expectations.

  • Monitoring supplier performance and maintaining effective relationships.

• Service-Level Agreements and KPIs

  • Developing service-level agreements for soft facilities services.

  • Establishing measurable key performance indicators.

  • Monitoring service results and addressing performance gaps.

• Quality Management in Soft Services

  • Setting service quality standards and inspection requirements.

  • Monitoring service consistency and customer satisfaction.

  • Managing complaints, corrective actions, and continuous service improvement.

• Customer and Stakeholder Management

  • Understanding the needs of employees, visitors, tenants, and clients.

  • Managing communication, expectations, and service feedback.

  • Building effective relationships with internal and external stakeholders.

• Cost and Resource Management

  • Budgeting and cost control for soft facilities services.

  • Workforce, materials, equipment, and resource planning.

  • Evaluating service costs against quality and operational requirements.

• Risk, Health, and Safety Management

  • Identifying risks associated with soft service activities.

  • Health and safety requirements for employees, contractors, and facility users.

  • Incident reporting, emergency coordination, and risk-control measures.

• Sustainability in Soft Facilities Management

  • Integrating environmental practices into soft service operations.

  • Energy, water, materials, and resource conservation within service delivery.

  • Sustainable procurement and environmentally responsible supplier management.

• Technology and Digital Facilities Services

  • Digital tools for scheduling, service requests, and performance monitoring.

  • Facilities management systems and service-management platforms.

  • Using data and technology to improve service visibility and decision-making.

• Performance Management and Service Improvement

  • Measuring operational performance across soft facilities services.

  • Reviewing KPIs, service reports, costs, and customer feedback.

  • Developing improvement plans and maintaining service standards.

• Integrated Soft Facilities Management

  • Coordinating multiple soft services within an integrated management framework.

  • Aligning people, suppliers, processes, quality, cost, and risk.

  • Establishing effective long-term approaches to soft facilities management.