Guest Experience Manager

POSITION: Guest Experience Manager
- Black Sheep

LOCATION:
Dubai, UAE OVERVIEW:Beyond food and drinks, creating long-lasting relationships, fostering loyalty, and delivering deeply personal service with care is a pillar of the Black Sheep hospitality promise. As we open our doors in Dubai, the Guest Experience Manager will be the cornerstone of our operations in a new community, ensuring every guest has an unforgettable experience, from start to finish. At every point of the guest journey, the Guest Experience Manager crafts and curates the hospitality. This role combines operational involvement and oversight with a deep commitment to hospitality, embodying our Core Values.

KEY RESPONSIBILITIES
OF THE ROLE: Operations
- Embody and practice our hospitality values in real time, from the door to the floor of the restaurants. A key element of the experience begins as guests enter the restaurant, where the Guest Experience Manager will practice presence at reception to welcome them and kickstart their journey with us. Collaborate with kitchen and service teams to ensure seamless operations and build a culture of hospitality excellence. Monitor service quality and implement improvements as needed. Assist in the preparation for the weekly high-level meetings and projects. Ensure a good flow of open communication exists within the team. Community Engagement
- Build relationships with local partners and the community to enhance brand presence, including hotels and schools in the region. Beyond guests, work with the community and neighbourhood of our restaurants to continue to make new friends and build brand ambassadorship. Represent Black Sheep at events and in the local hospitality scene. Guest Relations
- Foster a warm and welcoming atmosphere for all guests. Enhance guest recognition and personalisation through systems, processes and training. Handle guest enquiries, requests and feedback with professionalism and empathy to build loyalty and retention. Implement feedback mechanisms to continually refine the guest experience and identify ways to eliminate root causes. Develop and enhance guest experience initiatives. Leadership
- Train, mentor and coach the team on hospitality values and guest experience best practices, starting with reception teams. Promote a culture of excellence and teamwork within the team. QUALIFACTIONS Proven experience in hospitality management, preferably in a guest relations or experience role. Minimum two years. Maximum five. Strong leadership skills with a passion for mentoring and developing team members. Exceptional communication and interpersonal skills. Ability to thrive in a fast-paced, dynamic environment. Knowledge of local culture and trends in the Dubai dining scene is a plus. Fluent in English and Arabic 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 to play with joy. You understand that risks are opportunities, and you are not afraid to take them. You operate with integrity, choosing to do the right thing, not the easy thing, every step of the way. ABOUT BLACK SHEEP Founded in 2012 by Syed Asim Hussain, Black Sheep is Asia's most compelling hospitality movement with over 50 restaurants built on connected storytelling and a deep love for the people, places, times and memories that inspired them. At the intersection of art, culture, innovation and hospitality, Black Sheep crafts narrative-driven experiences that have revolutionised the hospitality industry in Hong Kong, the city it calls home, and abroad. A catalyst for the future of hospitality, Black Sheep is community-focused and committed to doing work with a social conscious that will make a positive impact on the world. By choosing to collaborate with others who dream big and by approaching their work with joy and optimism, Black Sheep crafts memories for the guests in the dining room and for those who are part of its journey and has woven itself into the fabric of hospitality's future. Black Sheep has time and time again established itself as a pioneer in the field of service, defining its own brand and rules of hospitality. Its collective work has received notable recognition from some of the world's leading culinary awards, including MICHELIN Guide, Asia's 50 Best and La Liste.