Guest Experience Lead – Reception & Reservations

THIERRY HENRY PTE. LIMITED; Singapore; Sur place; SGD 38 000 - 56 000; Plein temps

Résumé du poste

Black Sheep Restaurants (HK) opens a new Singapore venue and is seeking a Reception Manager who loves food, wine and guest service. You lead the front of house, welcome guests and set the tone for world‑class service.

In this role you guide the reception team, manage reservations, optimize seating, train staff on etiquette and guest profiles, and ensure smooth operations from shift to close.

Responsabilités

• 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.

Description du poste

Black Sheep Restaurants (HK) opens a new Singapore venue and is seeking a Reception Manager who loves food, wine and guest service. You lead the front of house, welcome guests and set the tone for world‑class service.

In this role you guide the reception team, manage reservations, optimize seating, train staff on etiquette and guest profiles, and ensure smooth operations from shift to close.