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 be 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

• 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 manned at all times.
• Answers all incoming calls within 3 rings.
• Assist in keeping the Reception Counter area clean and tidy at all times.
• 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.

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

Key Responsibilities Areas

• To be responsible for securing rooms sales from corporations, travel agencies and leisure markets or any sector which may be assigned by the DOS or the Management.
• 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 proposal, 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 the Sales (F&B) personnel 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 the Lodge’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 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.

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.

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.

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 the day-to-day accounting functions which include but limited to preparation of full set of accounts, liaison with auditors, preparation and compilation of annual budget and other financial reports.

Key Responsibilities Areas

• Managing independently full set of accounts:
  • Review and verify all payments & receipts entries
  • Perform bank reconciliation
  • Prepare monthly journals and balance sheet schedule for month/year end closing
  • Prepare quarterly GST submission
• Supervise Finance Officer & Executive on day-to-day workflow
• Cash flow management
• Maintain Fixed Assets and Operating Equipment Registers
• Prepare monthly financial management report
• Assist the Assistant Finance Manager in the:
  • Preparation and compilation of Annual Budget
  • Liaise with external auditor for the annual statutory audit
• Any other responsibilities as assigned from time to time.

Requirements

• Possess a Diploma in Accountancy and/or LCCI
• At least 5 years of relevant working experience handling full set of accounts
• Preferably working in hospitality sector

Competencies

• Good verbal and written communication skills.
• Meticulous, willing to learn.
• A team player, positive attitude.
• Multi-tasking, able to work independently with self-initiative.

The Maintenance Supervisor coordinates the facility operations and maintenance activities, including retrofitting works. He/she is familiar with facilities managements requirements and attends to users’ requests and feedback.

He/She also ensures that execution of the facility operations, repairs and retrofitted works complies with the quality and safety standards, regulations and organisational Workplace Safety and Health (WSH) practices. He also ensures that works are carried out within the budgets

Key Responsibilities Areas

• Perform preventive maintenance and repair work for the building and equipment.
• Supervise and verify all jobs done by contractors and government agencies relating to the building maintenance.
• Provide AV support to events.
• Manage facility operations and retrofitting activities.
• Provide equipment installation, refurbishment.
• Maintain equipment checklist and recording of routine checks.
• Coordinate work order with other departments.
• Engage in continuous improvement initiatives to improve time, cost and quality management.
• 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 5 years of relevant work experience of which a minimum 5 years of supervisory experience.
• Diploma in Facilities and Building Management or related disciplines.
• Sound knowledge in various regulations such as Singapore Civil Defence Force (SCDF), Fire Safety Act, Workplace Safety and Health Act etc.
• Proficient in Microsoft Office applications.
• Perform work on weekends and public holidays.

Competencies

• Good verbal and written communication skills.
• Strong supervisory and people management skills.
• Be meticulous and independent and have ability to multi-task.
• Excellent organizational skill
• Possess a customer-service mindset and strong analytical and problem-solving skills.
• A good team player with good interpersonal skills and the ability to establish rapport with people at all levels.

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.

Responsible for handling and managing reservations process through various communication platforms, and maximize the room sales through pro-active selling and suggestive selling techniques.
The Reservation Executive handles the requests from guests, companies and travel agents via phone and other platforms. He/She needs to ensure booking information are input accurately into the reservation system, and maintain and update room availability on online booking platforms. The Reservation Executive assists to meet monthly revenue targets by proposing promotional packages to increase room sales and revenue. He/She is required to build suitable packages according to requests and make reservation of other services as requested by the guests.

Key Responsibilities Areas

• Leading the team in the absence of senior management.
• Ensure smooth operations of the department and focus on continuous improvement.
• Maintaining course to achieve set business goals/KPI for both the department and individual team members.
• Be a hands-on leader effectively handling incoming reservations requests, follow-ups, reporting and rostering so all administrative requirements are completed.
• Monitors the Reservations Executive's calls to ensure correct sales tactics are used and quality service is provided.
• To ensure all sales and reservations are performed with adherence to the policies and procedures of YFC.
• Lead a motivational and cohesive team in a multicultural setting both within the department and with other colleagues
• Develop, build good rapport and maintain a high level of communication with all business associates and internal customers.
• Solving of customer complaints and problems, and acting as a liaison between the company and its customers to ensure customer satisfaction.
• Handling and managing reservations process through various communication platforms, and maximize the room sales through pro-active selling and suggestive selling techniques.
• Ensure all daily transactions are recorded into the computer accurately and updated accordingly within the stipulated turnaround time with a high level of service quality.
• Update, maintain and ensure accurate reservation records are properly documented and filing.
• Perform any other duties assigned by Director of Reservations

Requirements

• Diploma in Tourism/Hospitality Management/Travel
• Min 1-year relevant experience preferably in hospitality sector
• Good working knowledge of Opera would be advantageous
• Good Microsoft Office applications in Word and Excel

Competencies

• Good written and verbal communication skills
• Meticulous, willing to learn.
• Multi-tasking, able to work independently with self-initiative.
• A good team player