The Head of Community Services & Programmes will lead, plan and organise YWCA’s community services programmes. He/She will engage and collaborate with community stakeholders, facilitate strategic partnerships with partners, donors and sponsors, as well as oversee fundraising and member engagement.  He/She will supervise the Division’s budget and monitor programme policies and procedures to ensure strong impact to our beneficiaries and high standards of compliance and governance with charity regulations. 

Key Responsibilities Areas

• Programmes
  • Develop strategies to increase community engagement and cultivate partnerships with stakeholders.
  • Build and grow relationships with community organizations, programme partners, grassroots organisations, sponsors and stakeholders, and identify opportunities for collaboration.
  • Undertake strategic analysis of programme mandate to ensure that YWCA stays relevant in addressing evolving community needs. Plan, develop and implement programmes addressing these needs. Monitor programme budgets, plan resources and evaluate effectiveness of impact and programme outcomes.
  • Review and approve programme assistance to beneficiaries.  Ensure that the services and programmes meet the performance indicators and operating guidelines.
  • Oversee timely submissions to grant and programme sponsors, and conduct outcome-based evaluations of programme effectiveness.

• Fundraising & Donor Engagement
  • Work with Marcomms and Fundraising team to develop fundraising plans, including staffing ground events such as flag day, fundraising carnivals and charity dinners, as well as managing online campaigns and digital fundraising platforms.
  • Manage donor and partner relationships and source for programme level sponsorship

• YWCA Membership & Volunteer Management
• • Responsible for overseeing programmes to support YWCA Members.  The aim of membership is to drive engagement and outreach to our community programmes and to develop a good base of volunteers and supporters for YWCA’s causes.
  • Establish, plan and implement ideas for volunteer recruitment and retention, including  volunteer management policies and processes such as volunteer selection, training, engagement and evaluation of volunteer programme.

• Management & Leadership
• • Prepare and manage annual budget for YWCA’s community programmes.
  • Prepare management reports and perform secretariat duties to Committees and the YWCA Board.
  • Represent YWCA when dealing with governmental authorities, social services agencies or with the public.
  • Manage a team of community outreach staff and social enterprise volunteers.

• Perform any other duties assigned by the Management.

Requirements

• Bachelor’s Degree in any discipline.
• At least 10 years of experience in social services sector or non-profit organisation, community outreach, partnership building, fundraising, or programme development.
• Strong track record in delivering community impact and in engaging with community work or in working with beneficiaries from vulnerable backgrounds.
• Prior experience in leadership position, managing teams of programme executives.
• Prior experience in managing databases to track impact and results: membership database, volunteer management database, donors database.

Competencies

• Excellent written and verbal communication skills.
• Ability to build relationships and work collaboratively with a diverse range of stakeholders, including Board and Committee members, Community Partners and Donors, Volunteers and Beneficiaries.
• Effective leadership skills to engage, train and motivate staff to accomplish work targets.
• Highly organized, strategic thinker, strong on generating ideas for collaboration.
• Strong team player with good organisational and project management skills.
• Resourceful in managing outcomes with lean resources.
• Passion in serving women / elderly / children and youths from vulnerable backgrounds.
• Heart to serve and a strong calling to our YWCA mission.

To support the Executive Director in matters relating to governance and risk reporting, in ensuring compliance with legal and regulatory requirements, and in facilitating communication with the Board of Directors, National Committees and Members. 

Key Responsibilities Areas

• Governance
  • Compile and submit the annual governance checklist to the relevant authorities.
  • Define and maintain corporate-wide information security governance and controls to ensure that data and information assets are adequately protected, including supporting any regime for data protection.
  • Involved in Identifying, evaluating and reporting of information security risks.

• Fundraising & Donor Engagement
  • Undertake the Secretariat duties in supporting the Audit and Risk Management Committee, including the preparation of Agenda, reports, discussion papers and presentations, as well as in preparing minutes of meeting.
  • Plan, design and implement an overall risk management process.
  • Perform risk discussions and assessments of risk profile and highlight key risk for reporting. Identify and quantify the risks exposures, which may include financial costs, legal and reputational risks, and environmental factors.
  • Develop risk migration strategies, policies and procedures, preventive and contingency plans.
  • Maintain and update the Risk Management Register. Conduct risk identification exercises, monitor and report on the key risk indicators.
  • Advise the Board, Business Heads and Department Managers on the implementation of compliance programs, proactively monitor its implementation and suggest ongoing improvement.
  • Develop Business Continuity Plans to limit risks.
  • Provide training to create awareness of risk management across the different business areas of the Association so that the Board, Business Heads and Staff understands their accountability and comply with the relevant rules, regulations and processes.
  • Conduct regular gap analysis and share updates on best practices in the industry.
  • Provide support to the (outsourced) internal audit and risk management functions and act as liaison between any appointed (outsourced) internal auditor/risk management consultants and YWCA.
  • Monitor internal audit or risk mitigation plan and act as the coordinator for arrangements of meetings, discussions and follow-up with internal stakeholders.
  • Coordinate follow-up on any reviews of internal SOPs, including overseeing the organising of any BCP exercises.
  • Any other duties as may be assigned from time to time.

Requirements

• Minimum 3 years of relevant experience.
• Ability to handle sensitive and confidential information.
• Proficient in Microsoft Office, Word, Excel and Powerpoint.

Competencies

• Strong governance mindset.
• Strong communications and written skills.
• High degree of multi-tasking and time management capability.
• Strong organizing and coordination skills.
• Meticulous and the ability to work independently with minimum supervision.
• Pleasant nature and strong service mindset.

The Front Office Executive works under leadership and managerial roles of Front Office function in accordance with the service standards. He/She must be a friendly and outgoing individual and possess excellent communication and problem-solving skills. He/she can work well under pressure in a fast-paced environment and is able to interact with culturally diverse guests. He/She is also required to mentor, guide the junior team members. In the absence of the Front Office Manager and duty managers, he/she is responsible for the smooth and efficient operations of the Front Office.

Key Responsibilities

Manage Front Office Operations

• Coordinate daily front office activities to ensure operational efficiency.
• Build rapport with guests to enhance service experience
• Maintain accurate room status information
• Responsible for the assignment and blocking of rooms for arrival guests, particularly VIPs guests and Groups.
• Responsible for the preparation of all the necessary materials, Registration Card, Welcome Folder, Fruit Basket, Cake, Key and etc. prior to VIPs guest arrival.
• Work closely with fellow colleagues in Reservations and Sales Departments on all VIPs reservations.
• Ensure that all reservations and cancellation are processed efficiently.

Drive Service and Operational Excellence

• Deal with guest requests to ensure a comfortable and pleasant stay.
• Assist in guests/customers complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
• Keep up to date with room prices and special offers in order to provide accurate information to guests.
• Report any maintenance, breakage or cleanliness matters to the relevant Manager.

Manage Operational Risks

• Monitor team's compliance with data protection regulation and organisational security procedures for guest registration and credit and cash transactions.
• Adhere to all fire safety procedures and to assist in the evacuation process.

Team Management

• Conduct on-the-job training and provide guidance to Guest Relations Officers.
• Identify training needs and implement training plans to enhance team capabilities.
• Perform any other task as assigned by the management.

Requirements

• Diploma in Hospitality Managemen
• Minimum 5 years of relevant experience in front desk service with 2 years in supervisory
• Good working knowledge of OPERA system would be an advantage
• Works on shifts including weekends and public holidays.

Competencies

• Good communications and written skills.
• A team player with multi-tasking skills.
• Good interpersonal and problem-solving skills.
• Strong customers experience management.
• Enjoy meeting people and has a friendly personality.

The candidate is responsible for the administrative support and coordination for the Banquet teams to ensure that all administrative matters are taken care of accurately and efficiently.

Key Responsibilities Areas

• Supporting the Banquet Teams in day-to-day documentation and administration.
• Collaborating with the Reservations Department to address customer needs, requirements, and changes to room preferences.
• Responding to all inquiries and confirming bookings for function rooms.
• Timely processing of all documents related to bookings/events, including proposals and contracts.
• Promoting banquet and meeting services.
• Assisting the sales team by engaging with guests on room arrangements, banquet services, site inspections, familiarization trips, and other telesales activities.
• Providing logistical support before, during, and after events.
• Coordinating and communicating sales-related information to internal departments.
• Assisting in the development of collateral and promotional materials.
• Creating and maintaining an organized filing system for the teams.
• Performing any additional duties assigned by management.

Requirements

• Good working knowledge of Opera would be advantageous.
• Good Microsoft Office applications in Word and Excel

Competencies

• Good communications and interpersonal skills
• Team player with positive work attitude
• Excellent telephone etiquette
• Well organized and meticulous with the ability to multi-task in a fast-paced environment
• Good negotiation skills and techniques
• Good verbal and written skills

Responsible for safety and security of the guests and employees of YWCA Fort Canning and all properties there-in.  Guard all entrances to ensure that no unauthorized persons are permitted to enter YWCA Fort Canning.  Assists in the detention of person/s found committing criminal offences.

Key Responsibilities Areas

• Safeguard the property of guests, employees and premises from theft, vandalism, arson and other criminal acts, and take appropriate actions against any person/s doing so.
• Make regular rounds of all corridors and areas in YWCA Fort Canning.
• Be familiar with all entrances and exits where unauthorized person/s may gain entry.
• Record all unusual incidents and report to the Security Manager without delay.
• Prevent the harassment of guests from unauthorized person/s.
• Provide proper assistance to the Police and Fire services as and when the need arises.
• Be thoroughly familiar with all safety rules and regulations including Fire Fighting. Procedures and equipment, to render assistance in any emergency cases.
• Carry out any other duties or instructions pertaining to the safety and security of YWCA Fort Canning and when directed by the Security Manager/Supervisor and the Management.

Requirements

• Minimum G.C.E. ‘N’ Level.
• Minimum 1 years of working experience as security guard.
• Applicant with Security licence preferred.
• Able to perform shift work.

Competencies

• Self-Driven
• Team Player
• Good communications skills
• Positive attitude
• Customer service oriented

Responsible for day to day functions and operations of the maintenance department. Maintain the Property facilities in optimum operating condition by performing preventive maintenance and repairs.

Key Responsibilities Areas

• Perform preventive maintenance and repair work for the building and equipment.
• Provide AV support to events.
• Provide equipment installation, refurbishment.
• Maintain equipment checklist and recording of routine checks.
• Coordinate work order with other departments.
• Attend to emergency, fire alarm, flooding and electrical failure.
• Inspect and/or supervise on M&E contractors’ repair work and servicing.
• Compliance with safety rules and regulations and maintain clean and orderly work areas.
• Any other duties may be assigned from time to time.

Requirements

• Minimum Nitec or Diploma in Mechanical & Electrical.
• Min two years relevant experience with hotel/apartment/condominiums experience preferred.
• Good knowledge of general maintenance processes and methods.
• Sound working knowledge of mechanical and electrical systems, plumbing and sanitary, air-conditioning and mechanical ventilation, fire protection, chiller and etc.
• Able to work on 3 rotating shifts.

Competencies

• A team player with good working attitude.
• Self-motivated and willing to learn.
• Good problem-solving skill.