Hospitality Manager

Premium Food Company Ltd.; Jeddah; On-site; SAR 180,000 - 280,000; Full time

Job summary

Premium Food Company Ltd. seeks a seasoned hospitality performance leader to oversee assessment and improvement across its restaurant portfolio.

You will partner with Customer Experience and Operations leadership to identify guest-experience gaps, conduct audits, coach restaurant teams, and ensure sustainable improvements in welcoming, attentiveness, personalized recommendations, and service recovery. Responsibilities include coaching managers and frontline staff, building leadership ownership,

Qualifications

• Bachelor’s degree in Hospitality Management or related field.
• Minimum 7 years in progressive restaurant hospitality or operations.
• 3+ years in multi-unit Area Manager level or above.
• Strong experience in Saudi market with premium casual dining brands.
• Excellent English; Arabic strongly preferred; valid driving licence and travel may be required.

Responsibilities

• Lead assessment and audits of dine-in journeys across brands and branches.
• Diagnose gaps using audits, guest feedback, NPS, reviews, and mystery shopper results.
• Coach managers and frontline staff through hands-on training and role plays.
• Equip Area and Restaurant Managers to drive hospitality improvements each shift.
• Translate standards into observable behaviours suited to each brand.
• Strengthen guest engagement with menu storytelling and personalised recommendations.
• Improve service recovery by coaching teams to address dissatisfaction and follow up.
• Partner with CX, Operations, and Training to report performance and drive continuous improvement.
• Conduct announced and unannounced assessments and enforce corrective-action plans.
• Escalate critical issues and recommend interventions.
• Contribute to decisions on hospitality standards and leadership capability.

Skills

Hospitality leadership

Operations auditing

Coaching & training

Guest experience optimization

NPS & feedback analysis

English proficiency

Arabic language

Driving licence

Education

Bachelor’s degree in Hospitality Management, Business Administration, Restaurant Management, or related field

Job description

Lead the assessment and improvement of hospitality performance across the restaurant portfolio. Working directly with Customer Experience and Operations leadership, the role identifies guest-experience gaps, conducts field audits, coaches restaurant teams, and ensures sustainable improvement in welcoming, attentiveness, personalization, menu recommendation, service recovery, and farewell.

KEY RESPONSIBILITIES:

• Assess and audit: Conduct planned and unannounced restaurant visits; evaluate the complete dine-in journey and document evidence-based findings across brands, branches, dayparts, and peak periods.
• Diagnose and correct: Use audits, guest feedback, complaints, NPS, reviews, and mystery shopper results to identify root causes, prioritize risks, agree owners and deadlines, and verify sustained closure.
• Coach and train: Provide hands‑on coaching and practical training for managers, supervisors, hosts, cashiers, waiters, captains, and other frontline employees; demonstrate behaviors, facilitate role plays, and confirm competence on the live floor.
• Build leadership ownership: Equip Area and Restaurant Managers to brief, observe, recognize, correct, and follow up hospitality performance every shift; escape repeated gaps and recommend appropriate interventions.
• Implement standards: Translate approved hospitality standards into natural, observable behaviors suited to each brand level, without creating robotic or scripted interactions.
• Strengthen guest engagement: Improve preference discovery, menu storytelling, personalized recommendations, hospitality‑led suggestive selling, attentiveness, and memorable guest experiences.
• Improve service recovery: Coach teams to recognize dissatisfaction, listen, empathize, apologize, take ownership, act within approved authority, escape correctly, follow up, and confirm satisfaction.
• Partner and report: Work with CX, Operations, and Training leaders; maintain concise performance reporting, track corrective actions, highlight systemic risks and best practices, and recommend continuous improvements.

Conduct announced and unannounced assessments and coach employees and managers directly during visits.

• Require corrective‑action plans, agree 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.

QUALIFICATION & REQUIREMENTS:

• Bachelor’s degree in Hospitality Management, Business Administration, Restaurant Management, or a related field preferred.
• Minimum 7 years of progressive restaurant hospitality or operations experience, including at least three years in a multi‑unit role at Area Manager level or above.
• Strong experience in the Saudi market with a recognised, guest‑focused restaurant company. Experienced with established premium casual dining or full‑service restaurant brands is strongly preferred.
• Proven ability to audit restaurant performance, diagnose gaps, lead corrective action, and coach managers and multicultural frontline teams.
• Practical knowledge of full‑service restaurant operations, service recovery, guest feedback, NPS, online reviews, and mystery shopper programmes.
• Strong English communication required; Arabic strongly preferred. Valid driving licence and regular travel between restaurants may be required.