Operations Duty Manager (Snr. Exec level/2-year renewable contract/shift work)

Mount Faber Leisure Group; Singapore; On-site; SGD 45,000 - 60,000; Full time

Job summary

A leading leisure and entertainment provider in Singapore is seeking an Operations Duty Manager. This role involves overseeing onsite operations, responding to crises, and ensuring exceptional guest experiences. Candidates should have at least 3 years in hospitality management and strong communication skills, with a commitment to shift work including weekends and holidays.

Qualifications

• Minimum 3 years of experience in hospitality front office or operations.
• Able to perform shift duties including weekends and public holidays.
• Possess Class 3 or 3A License.

Responsibilities

• Act as Interim Incident Manager during crises.
• Supervise daily operations and staff.
• Manage escalated service-related incidents.
• Conduct daily briefings and write incident reports.

Skills

Crisis management

Leadership

Communication skills

Education

Diploma or Degree in Hospitality Management or equivalent

Job description

Operations Duty Manager (Snr. Exec level/2-year renewable contract/shift work)

You will be part of a team that oversees the onsite operations across Mount Faber Leisure product offerings and with the aim of achieving a 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. Ability to think on your feet effectively and possess high energy levels is a critical requirement.

Job Duties and Responsibilities

• Interim Incident Manager (IM) during the ‘Golden Hour’ of a crisis situation, providing Command, Control & Coordination before arrival of MFLG Incident Management Team (IMT)
• Interim crisis management response
• 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’ feedbacks 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.

Self-motivated with strong written and verbal communication skills.