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.

• 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.

• 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.

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.