Guest Experience Specialist
Jeddah, Makkah Province, Saudi Arabia · Full Time
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- Experience
- 4–6 yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 hour ago
- Work mode
- In office
- Eligibility
- Saudi nationals based in or willing to relocate to Jeddah, Saudi Arabia.
- Resume
- Required to apply
Where you'll work
Job description
About Al Mataem International
Al Mataem International is an expanding multi-brand restaurant group operating throughout Saudi Arabia, committed to enhancing guest experiences and growing its presence across the Kingdom.
Role Overview
As a Guest Experience Specialist, you will take full ownership of the guest journey and service standards across the company's restaurant branches, ensuring excellent customer satisfaction and loyalty.
Key Responsibilities
- Manage and oversee the entire guest journey and uphold service quality across all branches.
- Handle reviews and resolve complaints on platforms such as Google, delivery apps, and social media, ensuring guest issues are fully addressed.
- Coordinate and implement the mystery shopper and experience audit programs, and work on corrective actions based on findings.
- Analyze guest feedback and provide actionable insights to Operations, Brand, and Training teams for service improvements.
- Develop and maintain the guest CRM system by capturing preferences, occasions, and visit histories.
- Collaborate with Marketing to operate loyalty programs and targeted campaigns aimed at increasing guest retention and repeat visits.
- Regularly report on rating trends, complaint resolution rates, and audit outcomes to the Head of Restaurants.
Candidate Requirements
- Possess 4 to 6 years of experience in hospitality guest experience, service, or customer experience roles, including at least 2 years in managerial capacity.
- Demonstrated success in improving review ratings and handling guest complaints effectively.
- Fluency in both Arabic and English, with a strong hospitality mindset and the ability to remain composed during pressure situations.
- Familiarity with review platforms, delivery applications, and CRM tools.
- Saudi national residing in or willing to relocate to Jeddah.
Additional Information
This role supports the company's Saudization initiative and offers significant responsibilities along with growth opportunities within the organization. The position is based in the Jeddah head office with frequent travel to Riyadh.
Application Process
Interested candidates should send their CV to the recruitment team via email with the subject line “Guest Experience Specialist.”