Operations Duty Manager (Senior Executive level) (2-year renewable contract / shift work)

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

You will be part of a team that oversees the onsite operations across Mount Faber Leisure product offerings with the aim of achieving consistent delivery of exceptional experience to our guests. You will lead as an interim incident manager and management of situation during the first hour of a crisis situation.

You will be expected to respond to guest needs, perform touchpoint engagement, and manage real time incidents. You will also be required to perform situational assessments and put in place mitigating measures and deploy resources. The ability to think on your feet effectively and maintain high energy levels is a critical requirement.

Job Duties and Responsibilities

• Manage Operational Resilience & Crisis Management that includes and not limited to:
• Interim Incident Manager (IM) during the ‘Golden Hour’ of a crisis situation, providing Command, Control & Coordination before arrival of MFLG Incident Management Team (IMT)
• Make management-level situational assessments before escalation
• Facilitate & participate in all MFLG’s Resilience Exercises
• On-duty POC for SPF and SCDF
• Provide leadership presence in absence of Senior Management on Weekends, Public Holidays & Major Events.
• Engage & support front-line staff and supervisors, providing recognition and appreciating their work.
• Managing escalated service-related incidents.
• Supervise and guide the Service Operations team in terms of daily operations and administrative duties.
• Ensure established operations and guest service standards are followed.
• Manage and work closely with outsourced Security vendor.
• Work with the Resilience Management and Security team to implement and execute operational plans.
• Perform situational assessments and put in place mitigating measures and/or deploy resources onsite.
• Handle guests’ feedback and determine appropriate actions to ensure it meets or exceed guests’ expectations.
• Conduct daily briefings and write incident reports with after action reviews.
• Management and oversee the Incident Management System (IMS).
• Be part of the Workplace Safety Health & Security (WSHS) committee to promote and manage health and safety, emergency response and risk assessment protocols.
• Enforce a safe and secure work culture.
• Implement and monitor daily work schedules for the Service Operations team.
• Handle and oversee daily operations of the Operations Command Centre (OCC).
• Assist with any additional duties or projects as required.

Job Requirements

• Diploma or Degree in Hospitality Management, General Management or equivalent.
• At least 3 years' relevant experience in hospitality front office, crisis management or operations.
• Required to perform shift duties.
• 5-day work week including weekends and Public Holidays.
• Self-motivated with strong written and verbal communication skills.
• Candidate must possess Class 3 or 3A License.