The British Academy for Training and Development offers this training program in “Soft Facilities Management: Delivering Cleaning, Catering, Security and Workplace Services”, designed to strengthen the capabilities of professionals responsible for planning, operating, and monitoring the daily services that maintain an organized, safe, and comfortable workplace.

The program covers the management of cleaning, catering, and security services, together with workplace services that directly influence operational efficiency and the experience of employees and visitors. It also addresses service contracts, provider performance, quality standards, resource and cost management, and the handling of operational deficiencies. Particular attention is given to occupational health and safety, risk management, and service-level measurement, enabling participants to establish reliable operating arrangements, monitor service delivery, and improve the consistency and quality of soft facilities services.

Who Should Attend?

• Facility managers and support services managers responsible for building operations and workplace environments.

• Supervisors of cleaning, catering, security, and other workplace support services.

• Contract officers, suppliers, and managers of service providers working with organizations and facilities.

• Professionals seeking to strengthen their expertise in soft facilities management and workplace service delivery.

Knowledge and Benefits:

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

• Understand the foundations of soft facilities management and the role of cleaning, catering, security, and workplace services in maintaining an effective working environment.

• Develop methods for planning, operating, and monitoring support services against clearly defined quality and performance standards.

• Manage service providers, contracts, and resources in a manner that maintains appropriate service levels while reducing unnecessary waste and costs.

• Strengthen the ability to manage operational risks and occupational security, safety, and health requirements within the workplace.

• Use performance indicators and monitoring mechanisms to evaluate service quality, address deficiencies, and improve service delivery.

• Fundamentals of Soft Facilities Management

  • Definition and scope of soft facilities management and workplace support services.

  • Role of soft facilities management in business continuity and workplace efficiency.

  • Allocation of responsibilities and definition of service levels and operational requirements.

• Workplace Services Planning

  • Identifying the service needs of buildings, employees, and visitors.

  • Developing daily and periodic operating plans for workplace support services.

  • Coordinating cleaning, catering, security, and shared workplace services.

• Cleaning Services Management

  • Planning daily and periodic cleaning schedules according to facility type and usage.

  • Establishing cleanliness standards and service quality requirements.

  • Managing cleaning materials, equipment, and supplies while controlling consumption.

• Catering Services Management

  • Organizing catering and food service operations for employees and visitors.

  • Defining service quality, hygiene, presentation, and professional conduct requirements.

  • Managing catering supplies, service standards, and food-related workplace requirements.

• Security and Safety Services Management

  • Organizing security services, access control, and facility protection.

  • Identifying security risks and establishing monitoring and protection requirements.

  • Coordinating security services with emergency response and organizational safety procedures.

• Workplace Environment and Shared Services

  • Managing shared spaces and common areas to support effective workplace utilization.

  • Monitoring lighting, ventilation, cleanliness, and user comfort requirements.

  • Coordinating support services associated with offices and common workplace facilities.

• Contract and Service Provider Management

  • Defining service requirements and performance specifications for outsourced services.

  • Selecting service providers and monitoring contractual obligations.

  • Measuring supplier performance and addressing service-level deficiencies.

• Cost and Resource Management

  • Preparing and monitoring soft facilities services budgets.

  • Optimizing the use of resources, materials, and equipment without compromising service quality.

  • Analyzing service costs and identifying opportunities to improve operational efficiency.

• Service Quality and Performance Improvement

  • Establishing key performance indicators for cleaning, catering, security, and workplace services.

  • Developing inspection and monitoring mechanisms and measuring user satisfaction.

  • Addressing service deficiencies and establishing measures for improving service quality.

• Facility Risk and Service Continuity

  • Identifying operational, security, and health risks associated with soft facilities services.

  • Establishing emergency response requirements and continuity arrangements for essential services.

  • Developing review and continuous improvement procedures to maintain a reliable workplace environment.