Brand & Guest Experience Manager – Food & Beverage

About the role

Flat White Specialty Coffee is seeking an experienced hospitality leader to shape and elevate the guest experience across all its cafés in Doha. The Brand & Guest Experience Manager will define the complete journey from entry to exit, ensuring the brand’s story and service standards are consistently delivered by every team member.

Key responsibilities

• Define the full Flat White guest journey and set hospitality standards.
• Create and roll out a comprehensive Guest Experience & Service Playbook.
• Establish clear protocols for greetings, communication, product presentation, service delivery, complaint handling, recovery and farewells.
• Develop a distinctive service style that reflects the specialty‑coffee culture and brand identity.
• Train, coach and mentor café managers and staff on hospitality, guest engagement and service excellence.
• Ensure teams can confidently convey the Flat White story, products and values.
• Conduct regular guest‑experience audits across locations and identify improvement opportunities.
• Leverage guest feedback and observations to refine standards, training and engagement.
• Collaborate with Operations, Brand and HR to maintain a consistent experience as the company expands.
• Support new café openings by embedding the service culture from day one.

Required profile

• 8–12+ years in premium or luxury hospitality, such as high‑end hotels, upscale restaurants or premium F&B brands.
• Proven leadership in Guest Experience, Service Excellence, Hospitality or Brand Experience.
• Experience creating service standards, playbooks and hospitality training programmes.
• Strong coaching, facilitation and team‑development abilities.
• Excellent communication and interpersonal skills with the ability to inspire managers and frontline teams.
• Deep understanding of how people, service, environment and brand storytelling combine to create memorable experiences.
• Experience managing multiple locations is highly desirable.

Required skills

• Complaint handling
• Hospitality standards
• Service recovery
• Service culture development
• Brand storytelling
• Guest communication
• Guest Experience Service Playbook creation
• Training and coaching
• Guest‑experience audits
• Service delivery management