وظيفة مدير ضيافة شاغرة لدى Premium Food Company Ltd. في مكة المكرمة وجدة

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.