Operations Manager, Dormitory Operator

**Job Summary**:
The Dormitory Operations Manager (OM) is responsible for managing the ground team and overseeing day-to-day dormitory operations, ensuring a safe, clean, and welcoming environment for migrant worker residents. This role includes managing facilities, coordinating support services, maintaining compliance with regulations, and ensuring a positive resident experience. The OM collaborates closely with the General Manager and other department heads to align operations with dorm objectives, optimize resource use, and drive continuous improvement.

**Key Responsibilities**:
**1. Operational Oversight**
- Manage and coordinate daily dormitory operations, ensuring quality, safety, and service standards are met.
- Implement and monitor operational SOPs across departments.
- Conduct regular inspections of facilities, systems, and living quarters to ensure compliance with dormitory regulations and policies
- Ensure smooth management of peak-hour operations and resident movement.
- Support maintenance planning, refurbishment projects, and service optimization.
- Oversee the maintenance and upkeep of dormitory facilities
- Manage the budget for dormitory operations and maintenance

**2. Strategic and Digital Operations**
- Leverage digital tenant management and security platforms to monitor and ensure operational metrics (occupancy, issue resolution, turnaround time) meet best practices.
- Support digital transformation efforts and recommend suitable initiatives including maintenance tracking, digital logbooks, and automated rostering.
- Establish and track operational KPIs to improve efficiency and service levels.

**3. Sustainability and Efficiency**
- Monitor utilities usage (e.g., water, electricity) and lead implementation of green initiatives.
- Coordinate with contractors and in-house teams to reduce energy waste and facility downtime.

**4. Crisis and Continuity Planning**
- Develop and regularly test Business Continuity Plans (BCPs) for scenarios such as national pandemic and infrastructure failures.
- Collaborate with the Security Manager on contingency planning and emergency drills.
- Respond to emergencies in the dormitory and prepare detailed incident reports

**5. Resident Engagement and Welfare**
- Support onboarding and outboarding of residents in partnership with the Admin and Security teams.
- Conduct regular engagements and walkabouts to gather resident feedback.
- Ensure dormitory rules are communicated and adhered to.
- Promote community building through dorm events and activities.

**6. Vendor and Stakeholder Management**
- Liaise with vendors and contractors to manage service levels and compliance.
- Whenever necessary, serve as a point of contact during regulatory visits or audits by local authorities
- Manage dispute cases with customers/residents

**7. Leadership and Staff Development**
- Supervise operational staff including housekeeping, maintenance, and logistics.
- Foster a collaborative, accountable culture within the operations team.
- Mentor junior staff and support succession planning.

**8. Other Duties**:

- Prepare reports and documentation related to dormitory operations
- Attend meetings and represent the dormitory at industry events
- Collaborate with other departments and stakeholders in alignment with corporate objectives
- Any other duties assigned by General Manager and Senior Management.

**Requirements**:

- Diploma or degree in Hospitality, Facilities Management, or related field.
- At least 3 years of experience in property/facility management or operations.
- Familiarity with MOM, FEDA, and dormitory-related regulatory requirements.
- Proficiency in Microsoft Office and operational software systems.
- Possession of CERT, PLRD and FSM certifications is a plus

**Key Skills**:

- Strong organisational and problem-solving skills.
- Leadership and team-building capability.
- Good communication and stakeholder management.
- Good customer service and attitude
- Detail-oriented with an eye for continuous improvement.
- Resilient and adaptable in a dynamic work environment.

**Work Environment**:

- On-site presence with flexibility to work weekends or evenings based on dorm needs.
- Regular interaction with residents, staff, vendors, and external authorities.
- Physically active role involving movement across dorm facilities.