Delivering Soft Facilities Services: A Training Course in People-Focused Facility Operations (Online / Remote)
1Summary
A building can have flawless engineering systems and still feel poorly run if the cleaning is inconsistent, security is unreliable, or the reception desk gives visitors a bad first impression. Soft facilities management covers exactly these people-facing, service-oriented functions — the ones that shape how a facility feels to work in, visit, or manage day to day.
This training course from Arab British Fellowship Training Academy builds the skills needed to plan, coordinate, and monitor the full range of soft services — cleaning, security, reception, catering, waste, landscaping, pest control, and workplace support — while managing contractors, service-level agreements, costs, and quality across commercial, corporate, public, residential, and institutional environments.
2Objectives and target group
Who Should Attend?
- Facilities managers and supervisors overseeing soft service operations.
- Property, workplace, and building management professionals.
- Contract, procurement, and supplier management staff working with facility services.
- Operations and administration managers responsible for workplace support.
Knowledge and Benefits
By the end of the program, participants will be able to:
- Describe the scope, principles, and role of soft facilities management.
- Plan and coordinate soft services in line with facility and organisational needs.
- Manage contractors, suppliers, and service performance against agreed standards.
- Monitor quality, cost, risk, and customer satisfaction using practical methods.
- Design sustainable, efficient approaches to delivering soft services.
3Course Content
Module 1: Foundations and Strategy for Soft Services
- Concepts, scope, and functions of soft facilities management, and its relationship to hard FM.
- Identifying facility needs and aligning soft services with organisational objectives.
- Setting service priorities, responsibilities, and operating standards.
Module 2: People-Facing Services: Reception, Security and Hospitality
- Managing reception, concierge, and visitor support services.
- Security, access control, and incident-reporting procedures.
- Catering and hospitality planning, including food safety and service quality.
Module 3: Site and Environmental Services
- Planning cleaning and housekeeping services, schedules, and hygiene standards.
- Waste management, recycling, and environmental compliance.
- Landscaping, grounds maintenance, and pest control coordination.
Module 4: Workplace Support and Contractor Management
- Managing workplace support services: mail, documents, and internal logistics.
- Selecting, briefing, and managing soft service contractors and suppliers.
- Defining responsibilities, deliverables, and monitoring supplier performance.
Module 5: Setting and Monitoring Service Standards
- Developing service-level agreements and measurable KPIs.
- Managing service quality, complaints, and continuous improvement.
- Understanding and managing the needs of employees, visitors, and tenants.
Module 6: Managing Cost, Risk and the Future of Soft FM
- Budgeting, cost control, and resource planning for soft services.
- Health, safety, and risk management across soft service activities.
- Sustainability, digital tools, and integrated service management for the future.