Guest Experience Specialist
Zad Holding · Jeddah, Makkah, Saudi Arabia
Tailor my CV for this job — freeAL MATAEM INTERNATIONALGuest Experience SpecialistRestaurants Division · Jeddah head office · Saudi NationalsAl 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 joinThis 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.