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

Mount Faber Leisure Group Pte Ltd; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading leisure and hospitality group in Singapore is seeking an experienced operational manager. This crucial role involves overseeing onsite operations, crisis management, and ensuring exceptional guest experiences. Candidates must have at least 3 years of relevant experience in hospitality or crisis management, a degree in Hospitality Management, and strong leadership skills. A Class 3 or 3A driving license is also required.

Qualifications

• At least 3 years' relevant experience in hospitality front office, crisis management, or operations.
• Ability to perform shift duties and work on weekends and public holidays.
• Self-motivated with strong written and verbal communication skills.

Responsibilities

• Lead as an interim incident manager during crises.
• Manage and supervise daily operations and administrative duties.
• Engage and support front-line staff while managing escalated incidents.
• Conduct daily briefings and write incident reports.

Skills

Crisis Management

People Management

Communication Skills

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 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

1. 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)

   • 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

2. Provide leadership presence in absence of Senior Management on Weekends, Public Holidays & Major Events.

3. Engage & support front-line staff and supervisors, providing recognition and appreciating their work.

4. Managing escalated service-related incidents.

5. Supervise and guide the Service Operations team in terms of daily operations and administrative duties.

6. Ensure established operations and guest service standards are followed.

7. Manage and work closely with outsourced Security vendor.

8. Work with the Resilience Management and Security team to implement and execute operational plans.

9. Perform situational assessments and put in place mitigating measures and/or deploy resources onsite.

10. Handle guests’ feedbacks and determine appropriate actions to ensure it meets or exceed guests’ expectations.

11. Conduct daily briefings and write incident reports with after action reviews.

12. Management and oversee the Incident Management System (IMS).

13. Be part of the Workplace Safety Health & Security (WSHS) committee to promote and manage health and safety, emergency response and risk assessment protocols.

14. Enforce a safe and secure work culture.

15. Implement and monitor daily work schedules for the Service Operations team.

16. Handle and oversee daily operations of the Operations Command Centre (OCC).

17. 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.

• Strong people management skills.

• Candidate must possess Class 3 or 3A License.