I was drawn to UP because of its stellar reputation and vibrant community,” says Eunice Mokoena, operational manager in the University of Pretoria’s (UP) Department of Facilities Management. She tells us more about her responsibilities and personal preferences.

Where did you work before joining UP?

I worked in various capacities in both the healthcare and cleaning services sectors. My professional journey began as a ward assistant in one of the largest private clinics in Midrand. Building on my hospital background, I moved to Prestige Cleaning Services, where I initially served as a contract manager in the Pretoria region. After that, I joined Super-care Cleaning Services, but I resigned to advance my career. Finally, I joined the University of Pretoria. My diverse range of experiences has not only enriched my skill set, but also provided me with a comprehensive understanding of different industries.

What attracted you to UP?

I was drawn to UP because of its stellar reputation and vibrant community. As a cleaning expert, I see great potential for personal and professional growth within the institution. The prospect of contributing to the University’s sustainable development aligns perfectly with my passion for the work.

What does your day-to-day role entail?

I oversee the cleaning operations team, manage attendance, verify data, conduct training, monitor performance, address welfare matters and communicate with clients to meet their needs. Effective communication is vital for the smooth operation of a cleaning service. It enhances teamwork, ensures safety, improves service quality and contributes to overall customer satisfaction.

There are two important aspects of my role. Quality control is the first; this involves regular communication, which helps management to convey to employees our quality standards and expectations. This ensures that cleaning tasks are performed consistently and according to company standards, leading to higher customer satisfaction. Team coordination is also important. Cleaning tasks often require teamwork, especially for larger facilities. Good communication ensures that team members can coordinate their efforts efficiently, reducing the likelihood of duplication or oversight.

What sort of challenges do you encounter and how do you solve them?

I encountered a challenge that involved a dirty windowsill as a result of bird droppings. We cleaned it every Monday and advised the staff member to seal the window for a permanent solution, but he or she does not take it seriously. However, I do emphasise the importance of kindness and giving our best to staff members.

What would you like to improve in your department and why?

I'd like to enhance training, development and support for frontline staff to improve their skills and improve the quality of care for our community.

What do you enjoy most about your job and why?

I love the on-site experience and collaborating with staff to solve problems.

What aspect of the job do you like least?

The least enjoyable aspect of my previous job was when clients expressed dissatisfaction with the service we delivered. Nevertheless, I saw it as a chance to refine my ability to handle pressure and enhance my communication skills. To address conflicts, I developed the ability to communicate effectively and promptly with my managers and team. Despite the difficulties, I have found satisfaction in most facets of the job and eventually came to value the experience of working in a dynamic environment. It took some time to adapt, but in the end, it proved to be a valuable learning experience.

What do you do in your free time?

I jog, exercise, enjoy getaways with friends and tend to my home garden.

What are your preferences and aversions?

I am a highly dedicated individual. I appreciate when things are done according to plan, and I dislike being in crowded areas. I value having my own space and prefer not to be in places with gossipmongers.

Quick quiz:

Sport: Soccer and basketball

Food: Italian food

Movies: Romantic movies

Actors: John Kani and Vusi Kunene

Musicians: Caiphus Semenya, Letta Mbulu, Hugh Masekela, Brenda Fassie and Thandiswa Mazwai

All-time hero: Florence Nightingale, and my mother, who taught me to treat people with respect, and to be calm and kind, no matter the situation