Brand & Guest Experience Manager (F&B)

Position Overview

Flat White Specialty Coffee is seeking a seasoned hospitality professional to lead and refine the guest experience across all its locations. As the Brand & Guest Experience Manager, you will be instrumental in crafting the entire customer journey and ensuring that the essence of the Flat White brand is consistently reflected through service, ambiance, and team interactions.

Key Duties and Responsibilities

• Design and define the full guest journey and hospitality benchmarks for Flat White.
• Develop and roll out a detailed Guest Experience & Service Playbook.
• Set specific standards regarding greetings, guest communication, presentation of products, service delivery, complaint resolution, recovery, and farewells.
• Create a unique service style that embodies Flat White’s brand identity and specialty coffee culture.
• Lead training, mentoring, and coaching initiatives for café managers and staff to excel in hospitality and guest engagement.
• Ensure teams effectively communicate Flat White’s story, products, and values confidently and naturally.
• Regularly conduct guest experience assessments at different venues and pinpoint areas for enhancement.
• Leverage customer feedback and observational data to continuously improve standards, training, and engagement.
• Work in close partnership with Operations, Brand, and HR teams to maintain a uniform guest experience as the business expands.
• Support new café launches by integrating Flat White’s service culture and guest experience protocols from inception.

Candidate Profile and Experience

• 8 to 12+ years of relevant background in premium or luxury hospitality sectors, including luxury hotels, upscale dining, lifestyle brands, or premium food and beverage.
• Experience in roles related to Guest Experience, Service Excellence, Hospitality Management, Brand Experience, or comparable leadership positions.
• Demonstrable work in developing and implementing service standards, guest experience guidelines, playbooks, and comprehensive hospitality training programs.
• Proficient in coaching, facilitation, and team development skills.
• Exceptional communication and interpersonal abilities, capable of motivating both leadership and frontline personnel.
• Deep understanding of the interplay between customer service, environment, brand storytelling, and memorable guest experiences.
• Multi-location operational experience is advantageous.

Who We Are Looking For

The ideal candidate is passionate about transforming hospitality beyond mere operational tasks, turning brand values into authentic human connections. You will craft and ensure a memorable, distinctive, and consistently delivered Flat White guest experience that resonates with our specialty coffee culture. Enthusiasm for cultivating service culture and forging meaningful guest relationships is essential.