RECEPTION MANAGER

Black Sheep Restaurants (HK) is inviting you to join our new restaurant in Singapore!

ROLE:

The Reception Manager must demonstrate a passion for food, wine and guest service as well as a strong work ethic, leadership skills and a solution-orientated mentality. Leading from the front, the Reception Manager is the first point of contact, welcoming guests into the restaurant, and is committed to delivering memorable guest experiences and world-class service. They are charismatic, friendly, attentive, dressed to impress and always ready with a smile. The Reception and Host team is integral to the smooth running of each service, coordinating the arrival of all reservations, the floor plan, waitlist and profiling of guests.

RESPONSIBILITIES:

• Lead from the front for every service, telling our story and delivering memorable guest experiences and world-class service.
• Provide direction and leadership to the reception team to stay motivated, focused and achieve restaurant goals.
• Engage guests to understand their needs, exceed expectations and create Champions.
• Champion guest recognition, lead the way in building guest relationships and welcoming repeat guests back to dine with us.
• Engage and assist in daily team briefings to communicate guests of note, guest requests, Black List and Champions.
• Manage, review and ensure all reservations are confirmed prior to service.
• Ensure SOSAs are completed for reservations.
• Have a working knowledge of all Black Sheep Restaurants concepts, menus, opening hours, locations, contact details.
• Learn, champion, implement and train others in best practices for Guest Experience, Guest Relations, Black List, Seven Rooms and Phone Etiquette.
• Be familiar with the restaurant reservations and cancellation policies.
• Manage floor plan, table allocation and turn times.
• Have an up-to-the-minute account of what is happening on each table; an accurate log of any waiting guests to ensure the smooth, systematic and efficient seating of the restaurant.
• Work with the management team to maximise covers in the restaurant.
• Take ownership of Seven Rooms, guest profiles, guest notes, reservation daily notes and guest tagging.
• Assist in producing the End of Day report.
• Support onboarding, team inductions and provide guidance for new team members.
• Host regular team catch-ups to assess and manage both individual and team performance on an ongoing basis.
• Implement Black Sheep Restaurants guidelines by developing job-specific SOPs, checklists and instructing the team.
• Review reservation operations, proactively problem solve and seek out opportunities for continuous improvement.
• Manage the restaurant to exceed standards of food quality, safety, hygiene, cleanliness and maintenance.
• Ensure correct management of the cloakroom, handling guests personal bags, coats and other belongings.
• Wish all guests farewell, making a noted effort to ask about their experience and gain useful guest feedback.
• Ensure all opening, teatime and closing checklists are carried out.
• Champion cleanliness and hygiene standards in the restaurant, following sanitisation protocols.
• Develop an in-depth understanding of the restaurant story, menus and drinks lists.
• Partake in ongoing on-the-job training to improve personal and team performance.
• Takea keen interest in food, wine, the hospitality industry and happenings across the Black Sheep Restaurants community.
• Nurture a positive working environment, building strong relationships with teammates.

ARE YOU A BLACK SHEEP?

• You put community first and are committed to serving and supporting the individuals in that community.
• You have big hopes, big dreams and big aspirations.
• You are uncompromising in your pursuit of excellence.
• You choose optimism and play with joy.
• You choose to do the right thing every step of the way.
• You treat everyone with equal respect.