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 Programme Executive is responsible for planning, coordinating, conducting and evaluating programmes. He/She will be assigned to managed programmes under one of the following programme categories:

• Empowering Women. Serving lower-income women through education, employment and enterprises
• Empowering Young Women. Serving NEET (not in education, employment and training) youth through education and employment
• Community Support. Serving low-income families and individuals, including elderly through Food Distribution programmes and community engagement events

He/She develops, implements, evaluates and identifies areas of improvement of these programmes. He/she is responsible for the beneficiary recruitment and outcome management of the programmes.

He/She manages, coordinates and collaborates with community partners, corporate organisations and volunteers to execute programmes. He/she is also responsible for managing communication and feedback from stakeholders.

Key Responsibilities Areas

• Programmes Development, Evaluation & Implementation
  • Develop and update programme logic model / theory of change for new and existing programmes
  • Research on trends and latest developments of programmes and activities for service users, and identify existing programme gaps in the social service landscape
  • Curate programmes by developing curriculum and adapting existing curriculum and session plans or collaborating with community partners and volunteers to provide the content
  • Outreach to community agencies to build awareness of the programmes
  • Recruit beneficiaries into the programmes
  • Responsible for giving the volunteers proper training and supervision and guidance so that they can effectively cater to the needs of the service users
  • Build relationships with partners to better deliver the programmes
  • Spearhead development

• Programme Documentation & Management Reporting
  • Upkeep the beneficiary database and physical copies of the service users’ application forms & social reports in accordance with PDPA guidelines
  • Upkeep the photo repository of beneficiaries and programmes
  • Ensure that for programmes that are chargeable, fees are collected on time and reminders of outstanding fee to parents are issued
  • Evaluate the effectiveness of the programmes through administering pre-post-test surveys and participant satisfaction surveys and analysing the results
  • Document the effectiveness of the programme through collection of beneficiary impact stories, output indicators and outcome indicators
  • Provide inputs and data for monthly reports to Management, Committee and Board

• Budget Management & Administration Management
  • Responsible for overseeing programmes to support YWCA Members.  The aim of membership is to drive engagement and outreach to our
  • Plan and manage the budget for each programme
  • Manage the administration, logistics and operation structure of the programme including meal and sustenance delivery
  • Communicate and liaise with beneficiaries for any media, publicity, marketing, fundraising requests or efforts
  • Manage a team of drivers/attendants for weekly dispatch schedule and deliveries (if any)
  • Manage and maintain the passenger and goods vans e.g. petrol, insurance and servicing (if any)
  • Work closely with Marcom by providing details for creative brief to generate publicity materials
  • Ensure regular housekeeping of the space and resources used for running of the programmes.

• Perform any other duties assigned by the Management.

Requirements

• Bachelor’s degree or Diploma in Social Science is preferred
• At least 2 years of working experience in Social Service or related work
• Fresh graduates with a passion to work in the social service sector may apply
• Proficient in Microsoft Office application
• May be required to work on weeknights or weekends if there are evening or weekend beneficiary programmes

Competencies

• Good written and verbal communication skills
• Able to work independently and a good team player
• Pleasant, resourceful and have an interest to work with community partners as well as diverse group of people
• Passionate to serve the community
• Excellent organisation and time management skills with attention to detail

Build relationships with corporations and foundations to identify partnerships and collaboration opportunities that contribute to YWCA’s growth and fundraising goals. Strengthen existing relationships with corporate partners and donors through regular engagement, impact reporting, and recognition initiatives.

Key Responsibilities Areas

• Partnerships with Corporates
  • Identify potential corporate sponsors, donors, and strategic partners to enhance YWCA’s funding and programmes sustainability.
  • Negotiate partnership agreements and managing contracts.
  • Develop and implement partnership strategies and marketing campaigns.
  • Build and maintain relationships with sponsors, donors and partners.
  • Monitor and evaluate partnership performance and progress with regular updates and impact reports to leadership and key stakeholders.
  • Resolve issues and feedback that may arise.
  • Respond proactively to partner feedback to strengthen and sustain long-term partnerships

• Organize Fundraising Campaigns and Events
  • Develop and implement fundraising strategies, events, campaigns and initiatives targeting major gifts, corporate sponsorships, grants, community-driven campaigns and individual giving.
  • Support in the planning and production of fundraising and donor communication materials such as newsletters, grant/ impact reports, and publicity content.
  • Develop digital marketing content on fundraising events and campaigns for social media, website, and media outreach.
  • Ensure adherence to budgets, monitor KPIs, and prepare regular reports for Management.
  • Develop and uphold policies ensuring compliance, transparency, and risk management across all fundraising activities.
  • Ensure adherence to all regulatory requirements, including policies, the Charities Act, and governance codes for IPCs.
  • Liaise with auditors, regulators, and the Board on governance matters where needed.

• Donor Engagement, Communication & Support
  • Support in donor development, stewardship, including recognition initiatives, engagement strategies, and impact reporting.
  • Manage donor accounts which includes regular communications, tracking donations and development of the donor engagement plan
  • Strategise, evaluate and develop plans to build donor networks, engagement and relationship management 
  • To identify donor prospects and garner new donors. 
  • Maintain a robust and accurate donor database and provide analysis on donation trends to Management

• Strategic Planning & Special Projects Support
  • Execute strategies to secure sustainable corporate partnerships that contribute to YWCA’s fundraising goals.
  • Develop mid-term (3-5 years) strategic growth plan including participating in inter-departmental task force to trial new partnership/collaboration opportunities.
  • Support the development, monitoring and review of strategies and workplans in alignment with YWCA’s priorities.

• Perform any other duties assigned by the Management.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Ideally 5 years of experience in fundraising, corporate partnerships, stakeholder engagement roles, business development or leadership roles, preferably in the non-profit sector.
• Proven success in a target-driven environment, with demonstrable outcomes in fundraising, sponsorships, and partnership development.
• Good in Microsoft Office (Word, Excel, PowerPoint)

Competencies

• Excellent verbal and written communication skills, with experience in proposal writing and presentations.
• Excellent interpersonal and stakeholder management skills and experience working with the Board and senior leadership on strategic initiatives.
• Strong time management skills and ability to manage concurrent tasks effectively
• Strong analytical skills to evaluate fundraising performance and donor engagement outcomes.
• Strong problem-solving and project management capabilities.

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 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 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.

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.
• Monitor team performance and provide feedback for improvement

Requirements

• Diploma in Hospitality Management
• Works on shifts including weekends and public holidays
• Enjoy meeting people and has a friendly personality

Competencies

• Minimum 5 years of relevant experience in front desk service with 2 years in supervisory role
• Good working knowledge of OPERA system would be an advantage
• Good communications and written skills
• A team player with multi-tasking skill
• Good interpersonal and problem-solving skills
• Strong customer experience management

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.

To assist and manage the banquet and serving team within the hotel and ensure that the highest standard of service and food is provided at all times.

Key Responsibilities Areas

• To assist with the complete set up and breakdown of the banquet area.
• To build and maintain good client relationship and rapport.                  
• To actively brainstorming or creative ideas in banquet set up and services to clients.
• To follow-up on enquiries and complaints promptly when referred to.
• Experience in supervising Banquet Venue Staff
• To deliver professional and quality F&B services to clients.                               
• Excellent Interpersonal and communication skills.
• To manage all Banquet assets and inventory.
• To carry out any other duties and responsibilities that may be assigned from time to time by the Management.

Requirements

• Minimum GCE ‘O’ level, Higher NITEC in Hospitality Operations preferred.
• At least 1 year of working experience in Food & Beverage or Hospitality sector.
• Proficiency in computer skills (Microsoft Excel, Microsoft Word)
• Shift works including weekends and public holidays.

Competencies

• Excellent communication and interpersonal skills.
• Presentable with a cheerful and pleasant personality.
• Strong communication skills.
• A good team player and demonstrates high initiative.