Hospitality Manager

ROLE PURPOSE:Lead the assessment and improvement of hospitality performance across the restaurant portfolio. Working directly with Customer Experience and Operations leadership, the role identifies guest-experience gaps, conducts field audits, coaches restaurant teams, and ensures sustainable improvement in welcoming, attentiveness, personalization, menu recommendation, service recovery, and farewell.KEY RESPONSIBILITIES:· Assess and audit: Conduct planned and unannounced restaurant visits; evaluate the complete dine-in journey and document evidence-based findings across brands, branches, dayparts, and peak periods.· Diagnose and correct: Use audits, guest feedback, complaints, NPS, reviews, and mystery shopper results to identify root causes, prioritize risks, agree owners and deadlines, and verify sustained closure.· Coach and train: Provide hands-on coaching and practical training for managers, supervisors, hosts, cashiers, waiters, captains, and other frontline employees; demonstrate behaviors, facilitate role plays, and confirm competence on the live floor.· Build leadership ownership: Equip Area and Restaurant Managers to brief, observe, recognize, correct, and follow up hospitality performance every shift; escalate repeated gaps and recommend appropriate interventions.· Implement standards: Translate approved hospitality standards into natural, observable behaviors suited to each brand level, without creating robotic or scripted interactions.· Strengthen guest engagement: Improve preference discovery, menu storytelling, personalized recommendations, hospitality-led suggestive selling, attentiveness, and memorable guest experiences.· Improve service recovery: Coach teams to recognize dissatisfaction, listen, empathize, apologize, take ownership, act within approved authority, escalate correctly, follow up, and confirm satisfaction.· Partner and report: Work with CX, Operations, and Training leaders; maintain concise performance reporting, track corrective actions, highlight systemic risks and best practices, and recommend continuous improvements.· DECISION-MAKING AUTHORITY:Conduct announced and unannounced assessments and coach employees and managers directly during visits.· Require corrective-action plans, agree deadlines with Operations, and request retraining or reassessment.· Escalate critical or repeated failures and recommend recognition, development, reassignment, or performance intervention.· Contribute to decisions on hospitality standards, training, assessment, certification, and leadership capability.QUALIFICATION & REQUIREMENTS:· Bachelor’s degree in Hospitality Management, Business Administration, Restaurant Management, or a related field preferred.· Minimum 7 years of progressive restaurant hospitality or operations experience, including at least three years in a multi-unit role at Area Manager level or above.· Strong experience in the Saudi market with a recognised, guest-focused restaurant company. Experienced with established premium casual dining or full-service restaurant brands is strongly preferred.· Proven ability to audit restaurant performance, diagnose gaps, lead corrective action, and coach managers and multicultural frontline teams.· Practical knowledge of full-service restaurant operations, service recovery, guest feedback, NPS, online reviews, and mystery shopper programmes.· Strong English communication required; Arabic strongly preferred. Valid driving licence and regular travel between restaurants may be required.