Requirements
The ideal candidate will have 8-12+ years of experience in premium or luxury hospitality, with proven experience in guest experience, service excellence, and creating service standards and training programs. Strong coaching, facilitation, and communication skills are essential, along with an understanding of how brand and service combine to create memorable guest experiences. Experience working across multiple locations is an advantage.
Description
Flat White is looking for an experienced hospitality leader to define and elevate our complete guest experience across all locations.The Brand & Guest Experience Manager will be responsible for shaping how guests experience Flat White from the moment they enter until the moment they leave—and ensuring our brand is consistently brought to life through our people, hospitality and service.Key Responsibilities• Define the complete Flat White guest journey and hospitality standards.• Create and implement a comprehensive Guest Experience & Service Playbook.• Establish clear standards for greetings, guest communication, product presentation, service delivery, complaint handling, service recovery and farewells.• Develop a distinctive Flat White style of service that reflects our brand identity and specialty-coffee culture.• Train, coach and mentor café managers and team members in hospitality, guest engagement and service excellence.• Ensure teams can communicate the Flat White story, products and brand values confidently and naturally.• Conduct regular guest-experience audits across all locations and identify opportunities for improvement.• Use guest feedback and service observations to strengthen standards, training and engagement.• Collaborate closely with Operations, Brand and HR to ensure a consistent guest experience as the company grows.• Support new café openings by embedding Flat White's service culture and guest-experience standards from the beginning.Candidate Profile• Ideally 8–12+ years of experience in premium or luxury hospitality, including luxury hotels, high-end restaurants, lifestyle hospitality or premium F&B brands.• Previous experience in Guest Experience, Service Excellence, Hospitality, Brand Experience or a similar leadership role.• Proven experience creating service standards, guest-experience guidelines, playbooks and hospitality training programmes.• Strong coaching, facilitation and team-development capabilities.• Excellent communication and interpersonal skills, with the ability to inspire both managers and frontline teams.• Strong understanding of how people, service, environment and brand storytelling combine to create a memorable guest experience.• Experience working across multiple locations would be an advantage.Who We Are Looking ForWe are looking for someone who understands hospitality beyond operational efficiency—someone who can transform brand values into genuine human interactions and create a distinctive, memorable and consistently delivered Flat White guest experience.If you are passionate about hospitality, service culture and building meaningful guest connections, we would be delighted to hear from you.