What are the responsibilities and job description for the MANAGER - OPERATIONS position at Hard Rock International?
Overview :
Hard Rock International (HRI) is one of the most globally recognized companies with venues in over 70 countries spanning 265 locations that include owned / licensed or managed Rock Shops, Live Performance Venues and Cafes. HRI also launched a joint venture named Hard Rock Digital in 2020, an online sportsbook, retail sportsbook and internet gaming platform. Beginning with an Eric Clapton guitar, Hard Rock owns the worlds largest and most valuable collection of authentic music memorabilia at more than 86,000 pieces, which are displayed at its locations around the globe. In 2022, Hard Rock Hotels was honored as the number one brand in Outstanding Guest Satisfaction for the second year in a row among Upper Upscale Hotels in J.D. Powers North America Hotel Guest Satisfaction Study. This designation is the fourth consecutive year the iconic brand has been among top brands in this category.
HRI is the first privately-owned gaming company designated U.S. Best Managed Company by Deloitte Private and The Wall Street Journal for the second year. Hard Rock was also honored as one of Forbes Best Employers for Women, Diversity and New Grads and a Top Large Employer in the Travel & Leisure, Gaming, and Entertainment Industry. In 2021, Hard Rock Hotels & Casinos received first place ranking in the Casino Gaming Executive Satisfaction Survey conducted by Bristol Associates Inc. and Spectrum Gaming Group for six of the last seven years. For more information on Hard Rock International, visit or shop.hardrock.com.
Responsibilities :
The Operations Manager is responsible for departmental P & L expense lines as designated by the General Manager. The Operations Manager also supports cafe senior leadership in upholding all brand standards and core values, while meeting or exceeding Hard Rock business objectives.
- Demonstrate financial comprehension of the cafes budget and P&L.
- Serve as a mentor and coach to develop hourly staff members into Hard Rock brand ambassadors and industry leading customer service stewards.
- Manage labor schedules in line with the cafes budget and forecast models.
- Successfully run a department and / or cost center.
- Partner across all departments in an effort to support the team in consistent execution of all systems and processes to deliver all products and services to Hard Rocks brand standards.
- Support senior management in building a highly functional hourly team who share a common vision and values surrounding the overall success of the Cafe.
- Execute established brand standards within the Rock Shop as well as think outside the box to harness potential opportunities to grow retail sales through both staff and guest interaction.
- Foster an environment of customer service in which all team members put the guest first in every situation.
- Execute established standards for overall guest satisfaction that meet or exceed brand standards as determined by an objective ranking systems.
- Remain an objective observer of the standards of service to ensure guest expectations of the Brand & Cafe are upheld.
- Ability to engage with guests in regards to music both current and past.
- Support senior management in attracting and retaining the most exceptionally talented people available in the market and place them in positions that leverage their skills and expertise for maximum impact.
- Clearly define goals and expectations for team members using performance review tools and hold your team accountable for successful performance.
- Support staff development and advancement along well-defined career paths.
- Serve as a Learning Coach developing, implementing, and executing learning & developmental programs for all individuals under his / her stewardship to drive continuous improvement and employee retention.
- Possess a self-motivated approach to their own personal and professional
This job description reflects the positions essential functions; it does not encompass all of the tasks that may be assigned.
Qualifications :
EXPERIENCE, EDUCATION, AND CERTIFICATIONS
SKILLS
PHYSICAL DEMANDS
Additional Details : Closing :
Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL SERVE ALL, and strive to foster an inclusive workplace culture for every team member. Hard Rock welcomes and encourages applications from people with disabilities. Consistent with the Americans with Disabilities Act (ADA), it is the policy of Hard Rock to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact a member of our Human Resources team.
Disclaimer
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).
