As an Operations Duty Manager, you will be part of a team that oversees the on-site operations across Mount Faber Leisure product offerings with the aim of (1) achieving a consistent delivery of exceptional experience to our guests and (2) enforcing a safe and secure work culture. You will lead as an interim incident manager and situation management during the first hour of a crisis situation.
You will be expected to respond to guest's 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 ideal candidate is able to effectively think on his/her feet and possess high energy levels.
You will be required to liaise with internal stakeholders, and our parent company, state agencies and outsourced security agencies.
Job Duties and Responsibilities
- Manage operational Resilience and Crisis Management. This includes:
- Acting as Interim Incident Manager (IM) during the ‘Golden Hour’ of a crisis situation
- Providing Command, Control & Coordination before arrival of MFLG Incident Management Team (IMT)
- Providing an interim crisis management response
- Making management-level situational assessments before escalation
- Facilitate and participate in all MFLG’s Resilience Exercises; and
- On-duty point-of-contact for SPF and SCDF
- Provide leadership presence in absence of Senior Management on weekends, public holidays and major events.
- Work with the Resilience Management and Security team to implement and execute operational plans.
- Ensure established operations and guest service standards are followed.
- Perform situational assessments and put in place mitigating measures and/or deploy resources onsite.
- Manage service-related incidents that have been escalated, and handle guests’ feedbacks and determine appropriate actions to ensure it meets or exceed guests’ expectations.
- Supervise and guide the Service Operations team in terms of daily operations and administrative duties, and monitor their work schedules.
- Conduct daily briefings and write incident reports with after action reviews.
- Manage 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.
- Handle and oversee daily operations of the Operations Command Centre (OCC).
- Manage and work closely with outsourced Security vendor.
- 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.
