Sr. Manager Regional Guest Experience📣 Job Ad

About the Role

Catrion Group is seeking a Sr. Manager, Regional Guest Experience to lead and oversee the enhancement of guest experiences across all regions. This full-time position is based in Riyadh and requires over 10 years of experience.

Key Responsibilities

• Lead and oversee the development and execution of strategies to enhance the overall guest experience across all regions (JED/RUH/DMM/MED).
• Ensure customer satisfaction through effective service delivery and issue resolution.
• Plan, schedule, and conduct visits to customers to assess service quality and gather feedback.
• Provide essential flight-related information to the services department.
• Manage and communicate catering order details, manuals, policies, packing and loading plans, and equipment requirements.
• Conduct food testing and presentations to maintain quality standards.
• Manage and coordinate customer visits and audits, ensuring a seamless and professional experience.
• Contribute to budget preparation and provide sales input to the marketing department for business plans and budget write-ups.
• Assist in the preparation of sales good items forecasts through the operation cell.
• Ensure all activities related to Hajj operations are well coordinated for smooth operations.
• Provide information on customers’ operational patterns to aid in the preparation of monthly forecasts on flights, meals, and turnover.
• Update the pre-flight risk analysis.
• Provide justification for significant deviations between actual results and budget for forecast figures.
• Ensure that catering orders and related documents are distributed to all concerned ahead of time.
• Ensure that customer inspections and hygiene audits are conducted well within standards and results are reviewed with necessary actions.
• Maintain standard costing and pricing of individual products and review as required.
• Prepare monthly and year-to-date statistics for customers.
• Identify opportunities for improvement and make constructive suggestions for change.
• Establish standard policies for strict adherence.
• Participate with the Sales Director for required periodic reviews and planning issues.
• Establish, instruct, prepare, and submit annual budgets based on issued instructions for the approval of the Sales Director.
• Exercise the economic delegation entrusted by the Sales Director in a judicious and reasonable manner to the utmost benefit of the Company.

Qualifications and Experience

The ideal candidate will possess a minimum of 10 years of experience in a relevant guest experience or management role. A proven track record in strategy development, customer satisfaction, and operational coordination is essential.

Key Skills and Competencies

• Strategic planning and execution
• Customer relationship management
• Operational oversight and coordination
• Budget management and financial input
• Data analysis and reporting
• Policy development and implementation
• Strong communication and interpersonal skills

Work Environment

This is a full-time position based in Riyadh. The role involves leading regional initiatives and requires interaction across various departments and with external customers.