Flora May Santos
Assistant Manager - Soft Services
Dubai
Summary of Career
1. Identity, develop and communicate job expectations to all admin and operations staff, monitor, plan, evaluate and appraise performance to accomplish department objectives
2. Develop and deliver high quality service to customers and clients by formulating, enforcing high quality service standards, resolving service and quality complaints, formulate and recommend short and long term solution.
3. Accomplishes financial and department targets by forecasting requirements, preparing an annual budget, scheduling and planning minor and capital expenditures, evaluate cost effective purchases and practice, and initiating corrective actions.
4. Review contract awards and contract budget, prepare and execute mobilization plan, from purchasing materials and equipment, manpower hiring, training and monitor transition process and progress to ensure smooth running project operations.
5. Prepare and formulate contracts site specific policies and procedures, training plan and conduct project induction and site specific training for all operations team
6. Maintain and ensure healthy, safe and legal work environment by implementing, enforcing and following rules and policies conforming to government laws, labor regulations and health and safety practices in the operations.
7. Evaluate and understand scope of works, formulate improvement plans, provide quality and cost effective recommendations, innovations, new market trends and share good practice ideas to client and customers.
8. Ensure compliance of SLA, meeting client agreed KPI's and manage client expectations with regards to high standard service delivery and additional operations support during emergencies
9. Maintaining good and transparent relationship with client and employees by regular client meetings to get feedback and agrees on improvement plans, conduct planned and surprise site inspections and provide feedback to the admin and operations team thru meeting and discussions.
10. • Manage and assume full responsibility together with the department team in ensuring Quality and HSE audit compliance, IMS policy compliance, submissions of performance reports and work completion reports, invoice submission, receivable collections, petty cash management, contracts documentations and organized filing system.
Experience as Assistant Accountant
Ultra Abseil Cleaning Services LLC
16 February 2009
24 November 2011
Manage all accounting process, bank reconciliations, salary transfers, invoicing, collections and supporting operations team with regards to product and equipment purchases, training and complaints handling for cleaning contracts for rope access and housekeeping team operations.
Experience as Project Manager
ABU DHABI NATIONAL HOTEL COMPASS
25 March 2012
08 June 2015
Manage Abu Dhabi Municipality Hospitality contract with more or less 250 various staff category across all branch of municipality in Abu Dhabi - Messengers, office boys, office girls, adminitrators, drivers, supervisors and store team.
Experience as Executive Housekeeper
Khidmah LLC
25 June 2015
15 December 2016
Manage all Business to Customer housekeeping contracts, reinstatement contract (Etihad Project), Business to Business residential deep cleaning and office cleaning contracts.
Experience as Housekeeping Executive
Advanced Facilities Management
15 March 2017
01 February 2018
Manage all housekeeping Business to customer contracts Abu Dhabi and Dubai, office and clinic Cleaning contracts, and residential deep cleaning - Agatha Smart Home Services
Experience as Assistant Manager - Soft Services
Qurum Business Group - QBG
01 April 2018
28 January 2019
Manage all Soft Services related scope in all IFM contracts, cleaning, pest control, hospitality and high level glass cleaning for more than 52 government and private contracts with various employee categories.
Experience as Assistant Manager - Soft Services
Ejadah Asset Management Group
04 February 2019
07 December 2019
Manage B2B and B2C contracts of Soft Services - Manpower Supply, Cleaning, Hospitality, Pest Control, Waste Management and Housekeeping with 14 Business to Business contracts of more or less 600 Business to Customer contracts, with various in house and subcontractor's employee categories.
Bachelor 06 April 2006
Bachelor of Science in AccountancyIntermediate 30 March 2000
Secondary School