Operations Duty Manager

**Job Description**:
**OVERALL JOB PURPOSE**

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.

You will liaise internally within MFLG various functional departments & with our parent company, state agencies and outsourced security agencies.

**DUTIES & 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), 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.

**KEY RESULTS AREA & KEY PERFORMANCE INDICATORS**
- Training and Courses: To equip knowledge and attend relevant Resilience courses (eg: Basic Security course, 1st Aid & AED, Crisis Management, etc.)
- Incident Management: To respond to any incident in all MFLG businesses and escalation of information to Stakeholders within the stipulated timeframe. Understanding of MFLG Crisis Management framework. Work closely with State Agencies to manage any incident onsite.
- Workplace Safety Health & Security: Be part of WSHS committee. To contribute and cultivate Workplace Safety. To propose and implement WSHS ideas to improve workplace safety and security.

**QUALIFICATIONS, KNOWLEDGE & EXPERIENCE**
- Minimum Diploma or Degree in Hospitality Management, General management or equivalent.
- Minimum 3 years hospitality front office, crisis management or operations experience.
- 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.