Operations, Facilities & Programme Executive

Job Summary

The Operations, Facilities & Programme Executive supports the effective day-to-day management of facilities under the Community of Impact (COI). The role is responsible for coordinating centre operations, facility bookings and maintenance, hospitality arrangements, administrative and financial processes, and the planning and delivery of programmes and events. The Executive works closely with staff, caretakers, vendors, volunteers, partners, and facility users to ensure that COI provides a safe, welcoming and well managed environment while supporting the organisation’s programmes and community objectives.

Key Responsibilities

Centre Operations & Booking Management

• Manage incoming enquiries through email, website, phone calls, walk-ins and other communication channels.
• Manage the end-to-end booking process, including enquiries, site visits, confirmations, pre-arrival coordination, check-ins and post-event follow-up.
• Maintain and update the centre's booking calendar and coordinate daily operations according to facility bookings and programme schedules.
• Serve as the point of contact for groups staying at or using the centre, providing operational and logistical support as required.
• Coordinate room and venue setup, AV/equipment requirements, F&B arrangements and other operational needs for bookings and events.
• Attend to operational issues and troubleshooting, including outside office hours when necessary.
• Develop, document and maintain relevant SOPs, operational workflows and facility usage guidelines.
• Ensure compliance with centre policies, safety requirements and operational standards.

Facilities, Housekeeping & Resource Management

• Coordinate servicing, maintenance and repair works with vendors and follow up to ensure timely resolution of facility issues.
• Maintain accurate inventory and asset records for facility equipment and supplies.
• Coordinate housekeeping arrangements to maintain a clean, safe and welcoming environment.
• Coordinate room preparation and turnover between bookings, including cleaning, maintenance, bedsheets and other amenities.
• Conduct pre- and post-use inspections of rooms, common areas and facilities where required.
• Coordinate the procurement of operating, pantry, stationery and facility supplies, ensuring adequate stock levels and cost efficiency.
• Manage vendors and service providers supporting facility operations.

People & Operational Support

• Coordinate and manage caretakers' work schedules and duties relating to facility operations and programme support.
• Attend to work-related matters concerning caretakers in accordance with organisational policies and applicable requirements.
• Coordinate staff, interns, cleaners, volunteers and other operational resources required for centre activities.
• Supervise and support interns, including students with special needs, during their attachment at the centre.
• Liaise with partner institutions to support structured and meaningful internship experiences.

Programme & Event Management

• Support the planning, design and delivery of programmes and activities aligned with COI and New Hope CSL objectives.
• Programmes may include retreats for families, individuals, children and youths, social service professionals, community groups and external partners.
• Develop and maintain a calendar of programmes and activities, including operating plans, budgets and resource requirements.
• Coordinate programme logistics, participant registration, venue arrangements, equipment, volunteers and third-party contributors.
• Work with internal and external stakeholders to ensure programme requirements and objectives are clearly communicated.
• Promote programmes and activities to relevant stakeholders and intended participants.
• Monitor programme delivery and gather feedback to identify opportunities for improvement.
• Support the evaluation and continuous improvement of programmes and activities.

Financial & Administrative Management

• Prepare, issue and track invoices and follow up on outstanding payments.
• Process refunds and support reconciliation of payments.
• Maintain accurate financial and operational records for internal reporting and audit purposes.
• Prepare reports and analytical summaries, including facility utilisation, programme participation and relevant financial information, for management reporting.
• Prepare procurement documentation and ensure timely submission of vendor invoices to the Finance Department.

Communications & Stakeholder Engagement

• Maintain positive relationships with facility users, community partners, neighbouring organisations, vendors and external collaborators.
• Support partnerships with Social Service Agencies (SSAs), community organisations and other institutions to enhance centre engagement and outreach.
• Prepare centre-related notices, signage, informational materials, newsletters, announcements and operational updates.
• Ensure communications and collaterals are aligned with organisational branding and accessibility requirements.

Others

• Any other related duties in New Hope CSL as assigned by Reporting Officer.

Accountability

• Reports to Centre Manager / Head (COI) / Director, as determined by the organisation.
• Accountable for the effective coordination of centre operations, facility readiness, programme support and administrative processes.

Competency Requirements

Core Competencies

• Communication & Stakeholder Engagement: Strong interpersonal and communication skills with the ability to engage effectively with colleagues, facility users, programme participants, community partners, vendors and volunteers.
• Customer Orientation & Hospitality: Strong service orientation and commitment to providing a welcoming and positive experience for centre users and guests.
• Organisation & Coordination: Strong organisational, planning and project coordination skills with attention to detail.
• Problem Solving & Adaptability: Resourceful and able to respond effectively to operational issues and changing priorities.
• Independence & Teamwork: Self-motivated, able to work independently while collaborating effectively with colleagues and partners.
• Hands-on Orientation: Willing and able to support practical operational requirements associated with running a retreat, training and community facility.

Technical Competencies

• Proficiency in Microsoft Office applications, particularly Word, Excel and PowerPoint.
• Knowledge or experience in facility operations, vendor coordination, inventory management and programme / event logistics.
• Ability to maintain operational and financial records and prepare basic management reports.
• Familiarity with booking, administrative or facility management systems would be an advantage.

Education and Experience

• Minimum GCE ‘O’ Level / Diploma in relevant disciplines
• At least 3 years of relevant experience in facilities, operations, administration, hospitality, programme coordination or a related capacity.
• Experience in managing multiple operational responsibilities within a facility, community space, hospitality environment or similar setting would be advantageous.
• Relevant volunteering or work experience in the Social Service sector would be an advantage.
• The nature of COI's operations may require occasional work outside normal office hours, including evenings and weekends, to support programmes, bookings and operational requirements.

The intent of this job description is to provide a representative summary of the major duties and responsibilities of the position. You may be required to perform job-related tasks other than those specifically presented in this description. This job description does not constitute a contract of employment.