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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 recruitment@zad-ksa.com with “Guest Experience Specialist” in the subject line.