Guest Experience Specialist
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· Jeddah head office
· Saudi Nationals Al Mataem International is a growing multi-brand restaurant group in Saudi Arabia, expanding across the Kingdom. We're hiring a Guest Experience Specialist to own and lift the guest journey across our restaurant brands — protecting our ratings, resolving complaints fast, and turning guest feedback into better experiences.
What you'll do
● Own the end-to-end guest journey and service standards across our branches. ● Manage reviews and complaints (Google, delivery apps, social) and close the loop with guests. ● Run the mystery-shopper and experience-audit programme and drive the fixes it surfaces. ● Turn guest feedback into insight for Operations, Brand and Training. ● Build and own the guest CRM — capturing preferences, occasions and visit history. ● Run loyalty programmes and targeted campaigns with Marketing to grow retention and repeat visits. ● Report rating trends, resolution rates and audit scores to the Head of Restaurants. What you bring ● 4–6 years in hospitality guest experience, service or CX, including 2+ in a manager role. ● A track record of improving review ratings and resolving complaints. ● Fluent Arabic and English, a natural hospitality instinct, and calm under pressure. ● Comfort with review platforms, delivery apps and CRM tools. ● Saudi national, based in — or able to relocate to — Jeddah. Why join This role is part of our Saudization commitment. We welcome Saudi national talent ready to shape the guest experience of a growing group — with real ownership and room to grow.
Location:
Jeddah head office, with regular travel to Riyadh. To apply: send your CV to recruitment@zad-ksa.com with “Guest Experience Specialist” in the subject line.
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