A single missed cleaning schedule, an unmanned reception desk during a client visit, or a security gap at the loading dock can undo months of careful brand-building — soft services are usually invisible until something breaks. The Workplace Support Services Excellence Training Course by Arab British Fellowship Training Academy builds the day-to-day management skills needed to keep these frontline services — cleaning, catering, security, reception, mailroom and waste handling — running reliably across any type of building or campus, as part of our Facilities Management training track.

Delegates move from planning and coordination through to service level agreements, contractor oversight and continuous improvement, learning how to translate day-to-day service delivery into measurable performance, cost control, and a safer, more sustainable workplace.

By the end of this course, participants will be able to:

• Plan and coordinate cleaning, catering and front-of-house services as one integrated service delivery model.
• Strengthen security coordination and day-to-day workplace safety practices.
• Build service level agreements (SLAs) and key performance indicators (KPIs) that hold contractors and in-house teams accountable.
• Manage vendor and contractor relationships to protect service quality and value for money.
• Use customer feedback and audits to raise satisfaction with workplace services.
• Control budgets and operating costs without compromising service standards.
• Identify operational risks early and apply sustainable practices across soft FM operations.
• Embed continuous improvement into everyday service delivery.

Target Audience

• Facilities Managers
• Soft Facilities Management Professionals
• Workplace and Office Managers
• Building and Property Managers
• Cleaning Service Supervisors
• Catering and Security Managers
• Contract and Procurement Professionals
• Operations Managers
• Health, Safety and Environmental Officers
• Facility Service Providers and professionals building a career in Soft Facilities Management

Module 1: Why Soft Services Make or Break the Workplace Experience

• Scope and importance of soft facilities management today.
• How service failures affect brand, safety and cost.
• Overview of service delivery models.

Module 2: Running Cleaning and Hygiene Operations Day to Day

• Cleaning operations planning and scheduling.
• Hygiene and sanitation standards.
• Technology, equipment and quality inspections.

Module 3: Catering, Reception and Everyday Workplace Services

• Catering planning, food safety and vendor coordination.
• Reception, mailroom and meeting room management.
• Employee support and customer satisfaction.

Module 4: Keeping People Safe — Security and Incident Management

• Physical security operations and access control.
• Visitor management.
• Incident reporting and emergency response.

Module 5: Contracts, SLAs and Vendor Performance

• Supplier selection and contract administration.
• Building effective service level agreements.
• Monitoring contractor performance and relationships.

Module 6: Proving Value — KPIs, Audits and Continuous Improvement

• Designing meaningful KPIs.
• Service audits and customer feedback systems.
• Benchmarking and continuous improvement methods.

Module 7: Budgets, Risk and Sustainable Service Delivery

• Budget planning and cost control.
• Operational risk identification and mitigation.
• Sustainable cleaning, waste reduction and green procurement.

Module 8: Leading Soft FM Teams Into the Future

• Managing service teams and stakeholder communication.
• Change management in service operations.
• Emerging trends in soft facilities management.