About Zad Holding and Al Mataem International

Zad Holding is seeking a Guest Experience Specialist to join Al Mataem International, a growing multi-brand restaurant group expanding across Saudi Arabia. This full-time position is based in Makkah, with operations spanning Jeddah, Makkah, and Riyadh.

Role Overview

The Guest Experience Specialist is responsible for managing and enhancing the guest journey across all restaurant brands. This role focuses on maintaining high service standards, addressing guest feedback effectively, and translating insights into operational improvements to protect brand ratings and ensure guest satisfaction.

Key Responsibilities

• Own the end-to-end guest journey and service standards across all branches.
• Manage guest reviews and complaints across platforms such as Google, delivery applications, and social media, ensuring timely resolution.
• Implement and oversee the mystery shopper and experience audit programs, driving necessary improvements based on findings.
• Convert guest feedback into actionable insights for the Operations, Brand, and Training departments.
• Develop and maintain the guest Customer Relationship Management (CRM) system, capturing preferences, special occasions, and visit history.
• Collaborate with the Marketing team to run loyalty programs and targeted campaigns aimed at increasing guest retention and repeat visits.
• Report on rating trends, resolution rates, and audit scores to the Head of Restaurants.

Required Qualifications and Experience

• 0-1 years of experience in a relevant field.
• Demonstrated ability to improve review ratings and resolve guest complaints effectively.
• Familiarity with review platforms, delivery applications, and CRM tools.

Desired Skills and Attributes

• A natural instinct for hospitality and guest service.
• Ability to remain calm and effective under pressure.

Commitment to Saudization

This role is part of our commitment to Saudization. We encourage Saudi national talent to apply, offering an opportunity to contribute to shaping the guest experience within a growing restaurant group, with significant ownership and potential for career development.