Interim Incident Manager - Guest Experience Ops

Mount Faber Leisure Group; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Mount Faber Leisure Group is seeking an Interim Incident Manager to oversee onsite operations across its product offerings and ensure consistent guest experiences. You will lead during the first hour of a crisis, providing command, control and coordination before the incident management team arrives, and respond to guest needs in real time.

This role requires hands-on crisis response, situational assessments, and deployment of resources, with daily briefings, incident reports, and collaboration

Qualifications

• At least 3 years' relevant experience in hospitality front office, crisis management or operations.
• Must perform shift duties.
• 5-day work week including weekends and Public Holidays.
• Strong written and verbal communication skills.
• Candidate must possess Class 3 or 3A License.

Responsibilities

• Plan and manage Operational Resilience & Crisis Management.
• Interim Incident Manager during the Golden Hour of a crisis, providing Command, Control & Coordination before IMT arrival.
• Make management-level situational assessments before escalation.
• Facilitate and participate in Resilience Exercises.
• On-duty point-of-contact for SPF and SCDF.
• Provide leadership presence in absence of Senior Management on weekends and holidays.
• Engage and support frontline staff and supervisors.
• Manage escalated service-related incidents.
• Supervise and guide the Service Operations team in daily operations.
• Ensure guest service standards are followed.
• Work with outsourced Security vendors and coordinate with Security and Resilience teams.
• Perform situational assessments and deploy mitigating measures onsite.
• Handle guest feedback and take appropriate actions.
• Conduct daily briefings and write incident reports with after-action reviews.
• Manage the Incident Management System (IMS).
• Promote Workplace Safety Health & Security protocols and risk assessments.

Skills

Operational Resilience

Crisis Management

Incident Management

Leadership

Communication

Education

Diploma or Degree in Hospitality Management

Job description

Mount Faber Leisure Group is seeking an Interim Incident Manager to oversee onsite operations across its product offerings and ensure consistent guest experiences. You will lead during the first hour of a crisis, providing command, control and coordination before the incident management team arrives, and respond to guest needs in real time.

This role requires hands-on crisis response, situational assessments, and deployment of resources, with daily briefings, incident reports, and collaboration