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Black Sheep Restaurants is a celebrated Hong Kong-based hospitality group that specialises in developing niche, thought-provoking restaurant concepts that add to the existing culinary dialogue. The company was founded in 2012 by Syed Asim Hussain and Christopher Mark, whom together share decades of experience in hospitality and business development, along with a zest for travel and discovering dining subcultures.



Black Sheep Restaurants curates distinct dining experiences that tell a story about a particular time, place, culture or cuisine while celebrating the bounty of premium ingredients available both locally and from abroad. The group currently boasts a portfolio of 15 restaurants and one bar: Ho Lee Fook, BELON, Buenos Aires Polo Club, Carbone, Le Garçon Saigon, Maison Libanaise, Chôm Chôm, La Vache!, Soul Food, Motorino (SoHo and Wan Chai), Le Petit Saigon, Burger Circus, Stazione Novella and the newly opened New Punjab Club and Osteria Marzia.

We are now seeking a Guest Relations Team Leader to join our growing team!

Black Sheep Restaurants is a celebrated Hong Kong-based hospitality group that specialises in developing niche, thought-provoking restaurant concepts that add to the existing culinary dialogue. The company was founded in 2012 by Syed Asim Hussain and Christopher Mark, whom together share decades of experience...

Black Sheep Restaurants is a celebrated Hong Kong-based hospitality group that specialises in developing niche, thought-provoking restaurant concepts that add to the existing culinary dialogue. The company was founded in 2012 by Syed Asim Hussain and Christopher Mark, whom together share decades of experience in hospitality and business development, along with a zest for travel and discovering dining subcultures.



Black Sheep Restaurants curates distinct dining experiences that tell a story about a particular time, place, culture or cuisine while celebrating the bounty of premium ingredients available both locally and from abroad. The group currently boasts a portfolio of 15 restaurants and one bar: Ho Lee Fook, BELON, Buenos Aires Polo Club, Carbone, Le Garçon Saigon, Maison Libanaise, Chôm Chôm, La Vache!, Soul Food, Motorino (SoHo and Wan Chai), Le Petit Saigon, Burger Circus, Stazione Novella and the newly opened New Punjab Club and Osteria Marzia.

We are now seeking a Guest Relations Team Leader to join our growing team!

GUEST RELATIONS TEAM LEADER

Job level Middle
Work exp Minimum 3 Years
Education Not applicable
Location
Central Hong Kong Island, Hong Kong
Employment type Full Time
Industry Catering / Food & Beverage
Job function Sales / Business Development / Customer Service > Customer service / Sales Support
Catering / Hospitality > Others
Published On 17/05/2018 2018-05-17

Guest Experience

THE ROLE

The Guest Relations Team Leader plays an intrinsic role at Black Sheep Restaurants. The Guest Relations Team works alongside the Reservations & Events Teams as well as the Front of House Restaurant Teams to build and strengthen our guest relationships and ensure all guests have the best possible experience.

The role is diverse, demanding an advanced level of multi-tasking, attention to detail and problem solving with ‘outside the box thinking.  A “can-do” attitude is essential – for the guest, anything is possible!

Responsibilities include, but are not limited to:  

  • Manage the daily running of the Guest Relations Team and all Guest Relations projects and initiatives;
  • Coach, mentor and develop the Guest Relations Managers to ensure work is delivered on time and executed with the best possible level of service;
  • Oversee the maintenance and development of Database and Reservations Software - SevenRooms;
  • Develop and execute strategies for building and maintaining relationships with VIPs, Hotel Concierge and Corporates;
  • Act as escalation manager for complaints, ensuring issues are fully resolved in line with Black Sheep Restaurants’ goals and ethos;
  • Represent the Team in weekly Management Meetings;
  • Ensure guest feedback across all platforms including social media channels is monitored and addressed;
  • Partake in and conduct routine trainings to improve guest experience across the group;
  • Proactively seek opportunities to elevate and deliver exceptional guest experiences.

We seek candidates with:

  • A minimum of 3 years of experience in Guest Relations or related role within a restaurant or hotel group;
  • A true passion for service and hospitality;
  • Excellent communications skills in English, both orally and written;
  • Refined interpersonal skills, with ability to quickly establish rapport and foster long-standing relationships with guests and team members;
  • A positive, spirited attitude at all times;
  • A high level of self-motivation and self-discipline, with a constant endeavor to broaden skills, knowledge, and network;
  • Ability to effectively present information and respond to inquiries from Management, team members, and guests under pressure;
  • Ability to work nights and weekends as needed;
  • An absolute commitment to unparalleled guest experience, team success, and excellence.

 (All personal information collected will be kept strictly confidential and for recruitment purposes only.)