Brand & Guest Experience Manager – Hospitality

About the role

Flat White is seeking an experienced hospitality leader to shape and elevate the guest experience across all its cafés. The Brand & Guest Experience Manager will define the complete journey from entry to exit, ensuring the brand’s personality is consistently delivered through people, service, and environment.

Key responsibilities

• Design the end‑to‑end Flat White guest journey and set hospitality standards.
• Create and roll out a Guest Experience & Service Playbook covering greetings, communication, product presentation, service delivery, complaint handling, recovery, and farewells.
• Develop a distinctive service style that reflects the brand’s specialty‑coffee culture.
• Train, coach, and mentor café managers and team members on hospitality, guest engagement, and service excellence.
• Conduct regular guest‑experience audits across locations and act on feedback to improve standards.
• 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 (luxury hotels, high‑end restaurants, lifestyle hospitality, or premium F&B brands).
• Background in Guest Experience, Service Excellence, Hospitality, Brand Experience, or a similar leadership role.
• Proven track record creating service standards, playbooks, and training programmes.
• Strong coaching, facilitation, and team‑development abilities.
• Excellent communication and interpersonal skills, capable of inspiring managers and frontline staff.
• Understanding of how people, service, environment, and brand storytelling combine to create memorable experiences.
• Experience across multiple locations is a plus.

Required skills