Guest Experience Specialist

AL MATAEM INTERNATIONAL Guest Experience Specialist Restaurants Division · 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 [email protected] with “Guest Experience Specialist” in the subject line. Show more Show less

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.

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.