Premium Food Company Ltd. is hiring a Hospitality Manager to lead the assessment and improvement of hospitality performance across its restaurant portfolio in Jeddah and the surrounding Makkah region. Working alongside Customer Experience and Operations leaders, you’ll find the gaps that stand between guests and a great visit, audit the dine-in experience first-hand, and coach restaurant teams until the improvements hold. As Hospitality Manager, you’ll conduct planned and unannounced restaurant visits and document evidence-based findings across brands, branches, dayparts, and peak periods; use audits, guest feedback, complaints, NPS, reviews, and mystery shopper results to find root causes and agree owners and deadlines; coach managers, supervisors, hosts, cashiers, waiters, and captains on the live floor; equip area and restaurant managers to brief, observe, and follow up every shift; turn approved standards into natural, observable behaviour; strengthen guest engagement and menu recommendations; coach teams through service recovery; and report clearly to Customer Experience, Operations, and Training. The role calls for at least seven years of hospitality or operations experience, including three years in a multi-unit role at area manager level or above, and a strong understanding of the Saudi market.
About Premium Food Company — Restaurant Portfolio in Saudi Arabia
Company: Premium Food Company Ltd.
Location: Jeddah, Makkah, Saudi Arabia
Portfolio: Multiple restaurant brands, branches, and dayparts
Focus: Guest experience, welcome, personalization, and service recovery
Reporting: Customer Experience, Operations, and Training leadership
Hospitality Manager Role — Audits, Coaching & Guest Experience Improvement
Department: Customer Experience & Operations
Primary Focus: Field audits, frontline coaching, service recovery, guest engagement
Scope: Restaurants across brands, branches, and peak periods
Mission: Making every guest feel welcomed, attended to, and remembered
Hospitality Manager Position Overview
The Hospitality Manager role is a field-based leadership position built on one simple question: what does a guest actually experience? Restaurants can look right on paper and still miss the moments that matter, such as the welcome at the door, the attentiveness of a waiter, the recommendation that makes a meal memorable, or the way a problem is handled when something goes wrong. Your job is to find those gaps and close them. Auditing is the starting point. You’ll visit restaurants both with notice and without, walk through the full dine-in journey, and record what you see with clear evidence. Visits cover different brands, branches, dayparts, and peak periods, so the picture you build is an honest one. Once gaps are identified, diagnosis follows. You’ll combine audit findings with guest feedback, complaints, NPS scores, online reviews, and mystery shopper results to work out the real causes, set priorities, agree owners and deadlines with operations, and verify that the improvement has actually stuck. Coaching is where most of the change happens. You’ll work hands-on with managers, supervisors, hosts, cashiers, waiters, and captains, demonstrating the behaviours you expect, running role plays, and checking competence on the live floor. Standards are written in policy, but they have to look natural in service, so you’ll help teams deliver them in a way that suits each brand without becoming robotic or scripted. Guest engagement matters just as much: you’ll help teams discover guest preferences, tell the story of the menu, recommend dishes with warmth, and build the personal connection that brings guests back. When service recovery is needed, you’ll coach teams to notice dissatisfaction early, listen, apologise, take ownership, act within their authority, escalate properly, and follow up until the guest is content. Leadership capability is part of the role too. You’ll equip area and restaurant managers to brief, observe, recognise, correct, and follow up on performance every shift, and you’ll escalate repeated failures with clear recommendations.
As Hospitality Manager, you’ll develop deep expertise in premium restaurant operations, guest-experience measurement, and the coaching that changes behaviour on the floor. The ideal candidate has at least seven years of progressive restaurant hospitality or operations experience, including three or more years in a multi-unit role at area manager level or above. A bachelor’s degree in hospitality management, business administration, restaurant management, or a related field is preferred. Strong experience in the Saudi market with a recognised, guest-focused restaurant company is essential, and experience with premium casual dining or full-service brands is strongly preferred. You’ll bring a proven ability to audit performance, diagnose problems, lead corrective action, and coach both managers and multicultural frontline teams. Practical knowledge of full-service operations, service recovery, guest feedback, NPS, online reviews, and mystery shopper programmes will serve you well. Strong English communication is required, and Arabic is strongly preferred. A valid driving licence and regular travel between restaurants may be needed. For experienced restaurant leaders in Jeddah and Makkah who want to raise the standard of guest experience across a portfolio, this role offers real influence and visibility.
Why This Role Matters: As Hospitality Manager in Jeddah and Makkah, you protect the guest experience across a restaurant portfolio, find the gaps that guests notice and managers miss, coach frontline teams to deliver warm, natural service, turn complaints into loyalty through strong service recovery, build leadership capability in area and restaurant managers, and advance a senior career in premium hospitality management in Saudi Arabia.
Key Responsibilities & Field Duties
Assessment & Auditing
- Conduct planned restaurant visits
- Carry out unannounced restaurant visits
- Evaluate the complete dine-in guest journey
- Document evidence-based findings clearly
- Audit across brands, branches, dayparts, and peak periods
- Compare performance between sites and shifts
Diagnosis & Corrective Action
- Use audits, guest feedback, and complaints to find root causes
- Analyse NPS, online reviews, and mystery shopper results
- Prioritise risks by guest impact
- Agree owners and deadlines for corrective action with operations
- Verify that improvements are sustained over time
- Request retraining or reassessment where needed
Frontline Coaching & Training
- Coach managers, supervisors, and frontline employees on the floor
- Run practical training on service standards and product knowledge
- Demonstrate expected behaviours during service
- Facilitate role plays for welcome, service, and recovery
- Confirm competence through live observation
- Support training for hosts, cashiers, waiters, and captains
Leadership Ownership & Standards
- Equip area and restaurant managers to lead performance every shift
- Coach managers to brief, observe, recognise, and correct
- Translate approved standards into natural, observable behaviours
- Adapt standards to each brand level without scripting guests
- Escalate repeated gaps and recommend interventions
- Recommend recognition, development, or reassignment where merited
Guest Engagement & Suggestive Selling
- Help teams discover guest preferences
- Improve menu storytelling and personal recommendations
- Coach hospitality-led suggestive selling
- Strengthen attentiveness at each table
- Create memorable moments that bring guests back
- Support loyalty-building guest activities
Service Recovery
- Coach teams to recognise dissatisfaction early
- Teach active listening and genuine empathy
- Support apology and ownership of the problem
- Encourage action within approved authority
- Ensure correct escalation of serious issues
- Follow up with guests and confirm satisfaction
Partnership, Reporting & Continuous Improvement
- Work with Customer Experience, Operations, and Training leaders
- Maintain concise performance reporting
- Track corrective actions through to completion
- Highlight systemic risks and best practice
- Recommend continuous improvements to standards and training
- Contribute to decisions on certification and leadership capability
Qualifications & Requirements
Education
- Bachelor’s degree in Hospitality Management
- Bachelor’s degree in Business Administration or Restaurant Management
- Bachelor’s degree in a related field
Experience
- Minimum 7 years of progressive restaurant hospitality or operations experience
- At least 3 years in a multi-unit role at area manager level or above
- Strong experience in the Saudi market
- Experience with premium casual dining or full-service restaurant brands (strongly preferred)
Core Capabilities
- Proven ability to audit restaurant performance
- Ability to diagnose gaps and lead corrective action
- Ability to coach managers and multicultural frontline teams
- Practical knowledge of full-service operations
- Knowledge of service recovery and guest feedback systems
- Familiarity with NPS, online reviews, and mystery shopper programmes
Language & Mobility
- Strong English communication (required)
- Arabic (strongly preferred)
- Valid driving licence
- Regular travel between restaurants may be required
Career Development & Growth Opportunities
Professional Advancement
- Pathway toward Operations Director or Customer Experience Director roles
- Opportunity to lead standards and training across the portfolio
- Influence on hospitality policy and leadership development
- Growth within a multi-brand restaurant company
Learning & Development
- Advanced guest experience measurement and audit practice
- Leadership development through manager coaching
- Experience with mystery shopper and NPS programmes
- Practice in service recovery design and coaching
About Premium Food Company — Hospitality Excellence in Saudi Arabia
Premium Food Company Ltd. operates a portfolio of restaurant brands across Jeddah and the wider region. The company’s hospitality ambition is to make every visit feel welcoming, personal, and memorable, and it invests in coaching, audits, and leadership capability to turn that ambition into daily practice on the floor.
Career Excellence in Restaurant Hospitality: Join a premium restaurant company in Jeddah and Makkah, audit and coach guest-facing teams, lead service recovery and guest engagement, build leadership in managers across the portfolio, and advance a senior career in hospitality management in Saudi Arabia.
Who Should Apply?
- Area Managers in Restaurants: Ready for a portfolio-level role
- Restaurant General Managers: Seeking an audit and coaching role
- Hotel F&B Managers: Moving into multi-unit restaurant work
- Customer Experience Leaders: Focused on service standards
- Service Trainers: Wanting to lead field coaching
- Arabic and English Speakers in Jeddah: Experienced in premium dining
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