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.

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.

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.