The posting
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.
