Hospitality Manager

About the Role

Premium Food Company is seeking a Hospitality Manager to lead the assessment and improvement of hospitality performance across its restaurant portfolio. This full-time role is based in Makkah and Jeddah, Saudi Arabia, and requires 5-10 years of relevant experience. The Hospitality Manager will work directly with Customer Experience and Operations leadership to identify guest-experience gaps and ensure sustainable improvement in service delivery.

Key Responsibilities

• Conduct planned and unannounced restaurant visits to evaluate the complete dine-in journey and document evidence-based findings across brands, branches, dayparts, and peak periods.
• Utilize audits, guest feedback, complaints, NPS, reviews, and mystery shopper results to identify root causes, prioritize risks, agree on owners and deadlines, and verify sustained closure of issues.
• Provide hands-on coaching and practical training for managers, supervisors, hosts, cashiers, waiters, captains, and other frontline employees, demonstrating behaviors and confirming competence on the live floor.
• Equip Area and Restaurant Managers to brief, observe, recognize, correct, and follow up on hospitality performance every shift, escalating repeated gaps and recommending appropriate interventions.
• Translate approved hospitality standards into natural, observable behaviors suited to each brand level, avoiding robotic or scripted interactions.
• Improve preference discovery, menu storytelling, personalized recommendations, hospitality-led suggestive selling, attentiveness, and memorable guest experiences.
• Coach teams to recognize dissatisfaction, listen, empathize, apologize, take ownership, act within approved authority, escalate correctly, follow up, and confirm satisfaction.
• Partner 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 on 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.

Qualifications and Experience

• A minimum of 5-10 years of experience in hospitality management or a related field.
• Demonstrated ability to assess performance, identify gaps, and implement corrective actions.
• Experience in coaching and training frontline employees and management.

Work Location

This position is based in the Makkah region, with responsibilities covering locations in Jeddah and Makkah.

Application Process

Interested candidates are invited to apply for this full-time role. Salary details will be discussed during the interview process.