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.

The Executive (Volunteers), Community Services & Programmes is responsible in the implementation and execution of the organisation’s volunteering and outreach programmes:

• He/She coordinates recruitment activities for volunteers and matches them to the appropriate programmes based on programme requirements.
• He/She oversees the operational matching of volunteers to fulfil the programme execution, reviews information materials that are for distribution to clients and volunteers to ensure its smooth execution.
• He/She guides volunteers in executing programme activities.
• He/She evaluates volunteer management practices and develops volunteer training/ orientation as well as volunteer recognition and engagement programmes.
• He/She projects the organisation’s requirements for volunteers, evaluates the effectiveness of volunteer partnerships and develops risk mitigation measures for volunteer programmes.
• He/She evaluates volunteer management policies and processes and leads their implementation.
• He/She works in partnership with the Fundraising Team to ensure fulfilment of CSR opportunities for Sponsors / Donors, this would include organising community engagement events for CSR Sponsors/ Donors.
• He/She also collaborates with other organisations to develop programmes and develops community outreach plans to target client groups, external agencies, organisations and the community.

Key Responsibilities Areas

• Volunteer Management
  • Develop the recruitment strategy for volunteers and the reactivation strategy for passive volunteers.
  • Evaluates volunteer management practices and develops volunteer training/ orientation as well as volunteer recognition and engagement programmes.
  • Develop impact measures for volunteers.
  • Collaborates with social service organizations, community stakeholders, corporate partners and agencies for volunteer partnerships and maintains networks with local community service and grassroots organization.
  • Conducts needs analysis for volunteer programmes, implements risk mitigation measures as well as volunteer policies and processes.
  • Develop volunteer management strategies and establish a structured framework from resourcing, recruitment engagement, development to retention.
  • Identify new volunteers and develop engagement strategies to build a strong pool of volunteers.
  • Support and collaborate with programmes and fundraising events to address respective needs for volunteers’ resources
  • Plan and coordinate the recruitment of volunteers for the various programmes and events

• Volunteer Data Management
  • Ensures the accuracy and updating of the volunteer database.
  • Ensures the volunteers are updated on the programmes and fundraising events.
  • Provide the analysis reports on the trends and evaluate, identify gaps or issues, application and formulate recommendations so that to translate into practices.
  • Support the innovation of work processes, including digitalization of data collection.

• Identify opportunities for collaborations

• • Identifies opportunities for collaborations with social service organisations, community stakeholders, corporate partners and agencies so that to grow the volunteers.
  • Drives engagement with key stakeholders through various platforms, working in conjunction with corporate communications and fundraising.
  • Working with Fundraising ensures fulfilment of CSR opportunities for Sponsors / Donors.
• Programmes Knowledge
  • Build an understanding of the programmes under Community Services and work with Programmes Team to develop opportunities for volunteering.
  • Maintain good relationships with community partners, sponsors, programmes.

• Assist the Senior Manager/ Manager for yearly budget and in overseeing the management of expenses for the department.
• Lead secretariat support for Committees.
• To work collaboratively with YWCA colleagues to support all YWCA community or fundraising events, including being involved in planning event and staffing event (which may include weekend and evening hours).
• Any other duties assigned by the Management.

Requirements

• At least 5 years of working experience in Social Service or related work.
• Good leadership and people skills.
• Strong team player with passion to serve the community,

Competencies

• Excellent written and verbal communication skills.
• An adaptable, resourceful and proactive professional who possesses good team management skills.
• Team player with strong interpersonal skill.

The Assistant Director of Sales is responsible to develop and implement sales strategies to acquire sales growth through channel management, network expansion, customer acquisition and retention. He also directs sales lead and support sales engagements for key clients to acquire sales.

To optimize revenue generation for YWCA Fort Canning, he works closely with the Reservation Team to establish price rates and manages the Department's sales performance to achieve sales targets.

Innovative and forward-thinking, he keeps abreast of the market trends and major industry events and activities to identify new opportunities and convert them into actual sales. He possesses good communication and people management skills and multi-task to lead his team to meet sales targets. He commutes frequently to identify and develop key sales opportunities and may be required to work irregular hours depending on the schedule of the clients.

Key Responsibilities Areas

• To be responsible for securing rooms sales from corporations, travel agencies and leisure markets.
• To assist General Manager and DOS in planning and formulating sales strategies for the rooms department.
• To conduct daily sales calls (about 4-6) and visit potential clients to promote and sell the guest rooms as well as to secure tour group reservations for meal periods at the coffee house.
• To liaise closely with the Front Office, Reservations and Housekeeping to up sell whenever possible and to ensure effective management of room inventory, ensure cleanliness and comfort of the rooms and for any other matters pertaining to the needs and requirements of the customers.
• To prepare proposals, contracts and confirmation letters, monthly rooms Sales Forecast and revenue and other correspondences and forms required to ensure smooth operations of all the department.
• To discuss special rates and requests with the DOS and General Manager.
• To follow up with the customers to obtain feedback of the service rendered and conducts post mortem sessions when necessary with the operations personnel to minimise guests' complaint and regularly meet with fellow team members to explore avenues to improve the rooms sales.
• To seek market intelligence, visits competitor hotels and compile a feedback report on a quarterly basis for the DOS and General Manager on the prevailing and expected market trends and highlights any new developments in the market. Based on these market intelligence, he/she and the General Manager will formulate pro-active strategies and plans to ensure that YWCA Fort Canning’s business and profitability is sustained.
• To attend the monthly Sales Meeting to present his monthly sales report and provides feedback on the market situation and competitors’ analysis and contributes ideas to improve business and to achieve his gazetted profits in his area of responsibility.
• To help out at the Front Office operations as and when required and to promote return business and build up a large base of regular customers for the rooms division and maintain records of customers and the revenue generated etc. and must be prompt in responding to guests' comments and complaints.

Requirements

• Minimum 5 years of relevant experience of which 3 years in corporate sales preferably in Hospitality and Leisure sector.
• Familiar with different market segments and proven good sales track record of managing corporate accounts in relevant sectors.
• Sound knowledge in long term sales strategies and associated practices.

Competencies

• Drive for result, self-motivated with excellent time management and multitasking skills
• Excellent communication and written skills.
• Good computer skills in Microsoft Word, Excel and PowerPoint.
• A good team player and demonstrates high initiative.

To be responsible for planning, developing new room sales business while maintaining and servicing existing accounts.

Key Responsibilities Areas

• To be responsible for securing sales from corporations and other targeted sectors.
• To conduct daily sales calls (about 4-6) and visit potential clients to promote and sell the guest rooms as well as to secure tour group reservations for meal periods at the coffee house.
• To identify and develop new key banquet sales accounts from both corporate and event companies.
• To work with key decisions makers to negotiate and confirming their accommodation, meeting and events.
• To visit clients at regular intervals to keep in close contact with purpose of generating new banquet sales opportunities from existing accounts.
• To assist in development and solicitation of Banquet and event package plans and aimed at conference business and encourage repeat business
• To build strong relationships with customers to fully understand their needs.
• To assist in the preparation and monitoring of sales and budgetary reports as and when required.
• To ensure the complete administration and execution of all confirmed events.
• To follow up with the customers to obtain feedback of the service rendered and conducts post mortem sessions when necessary with the operations personnel to minimise guests' complaint.
• To help out at the front office operations as and when required and to promote return business and build up a large base of regular customers for the rooms division and keeps a record on each of his customers i.e. their detailed particulars and the revenue generated etc. and must be prompt in responding to guests' comments and complaints.
• To understand the competitive marketplace and implement approaches to ensure the hotel stays competitive in the local market
• To work effectively to build relationships with colleagues in the hotel.
• To carry out any other duties and responsibilities that may be assigned from time to time by the Management.

Requirements

• Minimum 5 years of relevant experience of which 3 years in corporate sales preferably in Hospitality, or Leisure sector.
• Familiar with different market segments and proven good sales track record of managing corporate accounts in relevant sectors.
• Drive for result, self-motivated with excellent time management and multitasking skills
• A good team player and demonstrates high initiative.

Competencies

• Sound knowledge in long term sales strategies and associated practices.
• Excellent communication and written skills.
• Good computer skills in Microsoft Excel, MSWord and MSPowerpoint.

Responsible for administrative support and coordination of sales department, to ensure all administrative matters in support of sales team is taken care of accuracy and efficiency.

Key Responsibilities Areas

• • Support the Sales Managers in the corporate and travel trade sectors in the documentation and administration
  • Assist the sales team with proposals, contracts, and follow-up communications.
  • To reply to all correspondence via email on the enquiries and confirmation of bookings
  • To meet and show potentials clients to promote and sell all guest rooms
  • Handle inquiries and provide information about room availability, rates, and amenities.
  • To liaise with Reservations Manager pertaining to the needs and requirements of the customers as well as changes to new room rates
  • To perform any other duties assigned by Management.

Requirements

• • Diploma in Hospitality/ Hotel Operations preferred.
  • Good working knowledge of Opera would be advantageous
  • Good Microsoft Office applications in Word and Excel
  • Good communications and interpersonal skills
  • Team player with a 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

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 overseeing all aspects of security function for YWCA Fort Canning.  You will be leading the security team which protects assigned premises, assets and personnel.

Key Responsibilities Areas

• Safeguarding YWCA Fort Canning properties and assets.
• Be a Service Ambassador of YWCA Fort Canning, to ensure that guests at YWCA For Canning have a safe and memorable experience.
• Assist the General Manager in overseeing all aspects of the security function.
• Overall in charge of the Fire Command Centre.
• Assist in checking alarm systems, fire and safety equipment systems and monitoring security of building, doors, service areas and delivery areas.
• Monitor and control access of building entrances and vehicle entrances.
• Lead and supervise security team.
• Responsible for planning and deploying the security team including team briefing on a daily basis.
• Execute accidents response plans and exercise.
• Perform lobby surveillance.
• Perform witness and escort duties.
• Responsible for planning and deploying the security team.
• Safeguard the property of guests, employees and YWCA Fort Canning from theft, vandalism, arson and other criminal acts, and take appropriate actions against any person/s doing so.
• Record all unusual incidents and report to the General Manager without delay.
• Conduct thorough investigations into any reported incidents and generate incident reports with supporting evidences.
• Provide proper assistance to the Police and Fire services as and when the need arises.

Requirements

• Min 2 years relevant experience preferably in hospitality sector
• Minimum GCE ‘O’ or equivalent, possess Security licence and trained in First Aid would be advantageous
• Able to perform shift work
• Good Microsoft Office applications in Word and Excel.

Competencies

• Good communications and interpersonal skills.
• Able to work independently and as a team.
• Positive work attitude.

The Front Office Officer is responsible for providing a friendly, welcoming and efficient service to all guests/customers, in line with the Association’s vision and values on guests’ satisfaction. He/She plays important role in the smooth running of the Front Office Reception administrative and operations.

Key Responsibilities Areas

• Undertake Front of House duties, including meeting, greeting, and attending to the needs of guests to ensure a superb customer service experience.
• Administer all routes of Reservations to ensure that room bookings are made and recorded accurately.
• Ensure Room Keys are distributed to the guests assigned to the respective rooms.
• Familiar the categories, position, capacity and furnishing of every room in the premises.
• Build a good rapport with all guests and resolve any complaints / issues quickly to maintain high quality customer service.
• Responsible for accurate and efficient accounts and billing processes.
• Undertake general office duties, including correspondence, emails, filing and switchboard.
• Furnish information regarding:
  • Hotel layout and all its facilities (Swimming Pool, Launderette Room, F&B Outlets and etc.) operation hours.
  • Locality places of interest, special attractions or events.
  • Names of Transport Services (MRT, Bus, Tax, Flight, Ferry) and timetables if any.
• Handles all incoming and outgoing mails, faxes and messages for the guests.
• Ensure that the Reception Counter is always manned.
• Answers all incoming calls within 3 rings.
• Assist in always keeping the Reception Counter area clean and tidy.
• Consult and report to Supervisor on duty on unusual occurrence.
• To perform any other duties directed by the Supervisor from time to time.

Requirements

• Minimum O Level or Higher NITEC in Hospitality Operations preferred.
• Minimum 1 years of experience preferably in the front desk service.
• Able to perform shift work.
• Good working knowledge on the system.

Competencies

• Good verbal and written communication skills.
• A team player and willing to learn.
• Good customer service skill.

Sous Chef is the second in command in our Kitchen. He/She will assist the Head Chef in ensuring the smooth and efficient operations of the Kitchen Department in accordance with Head Chef’s specification, guidelines and standard.

He/She works alongside head chef to manage daily kitchen activities, including overseeing staff, aiding with menu preparation, ensuring food quality and freshness, and monitoring ordering and stocking. Provides meal quality and consistency by following designated recipes.

Sous Chef also mentor, supervise, motivate, develop the Kitchen Team.

Key Responsibilities Areas

• Kitchen Operations
• Lead and direct the Kitchen operation in the absence of Head Chef.
  o Works with head chef to maintain kitchen organization, staff ability, and training opportunities.
  o Ensure that all food prepared and served is consistent according to the standard set by the Head Chef.
  o Supervises, control all food preparation and presentation to ensure quality and standards.
  o Manage the consistency of quality and quantity of food service.
  o Manage food and product ordering by keeping detailed records and minimises waste, plus works with existing systems to improve waste reduction and manage budgetary concerns.
  o Assists the Head Chef with menu creation, menu planning, daily specials and food promotions.
  o Coordinate with F&B Department on daily activities, functions and special orders.
  o Respond to guests’ inquiries, concerns and feedback.

   

• Hygiene Standard
  o Oversees all equipment and utensils are clean and in working condition at all times.
  o Ensure that the Kitchen is always in a safe working condition.
  o Comply with and adhere to sanitation regulation, food safety and hygiene standard.
• Inventory
  o Oversees and organises kitchen stock and ingredients and ensure the accuracy of inventory.
  o Keep cooking stations stocked, especially before and during prime operation hours.
  o Verifies that food storage units all meet standards and are consistently well-managed.
  o Coordinate with Procurement team on supply ordering.

   

• Control cost
  o Estimates food consumption and prepares requisitions, indicating type and quantity of food items.
  o Maintaining adequate inventory of food.
  o Utilizing food surpluses and portion control.

   

• People Management
  o Mentor, coach and provide guidance to junior Kitchen staff including, but not limited, to line cooking, food preparation and dish plating.
  o Assist Head Chef in hiring and training new Kitchen employees to Kitchen standards.
  o Assist Head Chef in planning and conducting staff training.
  o Assist Head Chef in preparing duty roster and annual leave plan for Kitchen personnel.

   

• Carry out any other duties and responsibilities that may be assigned from time to time by the Head Chef.

Requirements

• Minimum Diploma in Culinary Arts.
• Minimum 10 years of relevant working experience with at least 5 years’ supervisory experience in hospitality sector is preferred.
• Extensive food and beverage knowledge.
• Familiar with industry best practices.
• Proficiency in Microsoft Office in Excel and Word.
• Work on weekends and public holidays.

Competencies

• Strong communication and written skills.
• Strong organising and planning skills.
• Attention to details.
• Self-motivated and ability to work under pressure.
• Resourceful and creative problem-solving skill.
• Positive and professional approach with colleagues, guests and suppliers.
• Possess good people management and interpersonal skills.
• A team player and ability to interact with all levels.
• Exceptional customer-service skills.

Carry out on the job training, supervises the staff under his work section.

Key Responsibilities Areas

• To assist the Sous Chef in daily kitchen operation.
• To prepare food according to order and standard recipes.
• To prepare food in a hygienic method.
• To practice safety in kitchen.
• To store food in proper storage.
• To adhere to NEA regulations in food preparations.
• To avoid wastage of food.
• To prepare and check all basic food products within his station.
• To ensure the cleanliness of kitchen.
• To carry out any other duties as may be assigned to from time to time.

Requirements

• Minimum NITEC in Asian Culinary Arts
• Minimum 3 years of working experience as a Leading Cook

Competencies

• A team player and hands-on
• Good interpersonal and communication skills
• Passionate about food

Lead a team of service staff in the daily operations of the Café Lodge and Banquet services.

Key Responsibilities Areas

• To supervise Waiters/Waitresses to ensure that their performance is up to standard.
• To promote good relationship with steady patrons and regular customers/guests.
• To handle guests’ complaints effectively.
• To conduct routine checks of Café Lodge and Meeting/Function Rooms to ensure all equipment, fixtures furnishings, etc. are properly serviced and maintained.
• To conduct regular briefing with employees to update on changes in policies and procedures.
• To relieve the Supervisor as and when required.
• To keep the Supervisor and Manager informed without delay of any extraordinary occurrence that happens in the outlet.
• To be familiar with Fire Protection Procedure.
• To carry out any other duties assigned by the Management Staff.

Requirements

• Minimum GCE ‘O’ level or NITEC in Food & Beverage Operations.
• Minimum 3 years in similar capacity.
• Those with several years of experience as a Senior Waiter will also be considered.
• Good working knowledge of POS system.

Competencies

• Excellent communication and interpersonal skills.
• Ability to deliver top quality customer service and assistance.
• Presentable with a cheerful and pleasant personality.