Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Career development programs
Work-life balance
Job Description
Hard Rock International (HRI) is a globally recognized entertainment and hospitality company known for its iconic brand and vibrant venues in over 70 countries. With 265 locations that include owned, licensed or managed Rock Shops, Live Performance Venues, and Cafes, HRI offers unique experiences that blend music, entertainment, and dining. Established with an original Eric Clapton guitar, Hard Rock boasts the world's largest and most valuable collection of authentic music memorabilia, with more than 86,000 pieces showcased at its various locations worldwide. The company has expanded its footprint into digital gaming through a joint venture launched in 2020 called Hard Rock Digital, which offers online and retail sportsbooks and internet gaming platforms. Hard Rock Hotels has earned numerous accolades including being named the number one brand for Outstanding Guest Satisfaction among Upper Upscale Hotels in North America, as recognized by J.D. Power for multiple years. Furthermore, HRI has been honored as one of the best-managed companies in the U.S., winning awards from Deloitte Private and The Wall Street Journal, as well as being top-ranked for diversity, women-friendly workplaces, and new graduate employment by Forbes. The casino hotels have received repeated recognition in executive satisfaction surveys conducted by industry experts such as Bristol Associates Inc. and Spectrum Gaming Group.
The Operations Manager role at Hard Rock International is a pivotal leadership position responsible for managing departmental profit and loss expense lines designated by the General Manager. This position supports cafe senior leadership by ensuring adherence to brand standards and core values while striving to exceed business objectives. The role demands a strong financial acumen to comprehend and manage the cafe's budget and P&L, while mentoring hourly staff to develop them into brand ambassadors and delivering industry-leading customer service. The Operations Manager oversees labor scheduling in alignment with budget forecasts, manages a department or cost center efficiently, and partners cross-departmentally to ensure consistent execution of systems that meet Hard Rock’s rigorous standards for products and services. A significant part of the role is building a cohesive team that shares the company’s vision and values, fostering an environment where customer service excellence is a priority, and guest satisfaction standards are consistently achieved or surpassed. This position also focuses on retail growth by creatively implementing brand standards within the Rock Shop and engaging guests with musical knowledge. The Operations Manager is responsible for attracting and retaining exceptional talent, conducting performance reviews, supporting career development, and acting as a learning coach to drive continuous improvement and employee retention. This role requires a self-motivated approach to personal and professional growth, effective communication, and a commitment to Hard Rock’s culture and guest experience.
The Operations Manager role at Hard Rock International is a pivotal leadership position responsible for managing departmental profit and loss expense lines designated by the General Manager. This position supports cafe senior leadership by ensuring adherence to brand standards and core values while striving to exceed business objectives. The role demands a strong financial acumen to comprehend and manage the cafe's budget and P&L, while mentoring hourly staff to develop them into brand ambassadors and delivering industry-leading customer service. The Operations Manager oversees labor scheduling in alignment with budget forecasts, manages a department or cost center efficiently, and partners cross-departmentally to ensure consistent execution of systems that meet Hard Rock’s rigorous standards for products and services. A significant part of the role is building a cohesive team that shares the company’s vision and values, fostering an environment where customer service excellence is a priority, and guest satisfaction standards are consistently achieved or surpassed. This position also focuses on retail growth by creatively implementing brand standards within the Rock Shop and engaging guests with musical knowledge. The Operations Manager is responsible for attracting and retaining exceptional talent, conducting performance reviews, supporting career development, and acting as a learning coach to drive continuous improvement and employee retention. This role requires a self-motivated approach to personal and professional growth, effective communication, and a commitment to Hard Rock’s culture and guest experience.
Job Requirements
- Ability to move throughout the corporate office and cafes during visits standing, walking, kneeling, and bending for extended periods of time
- ability to sit for extended periods of time
- ability to make repeating movements of the arms, hands, and wrists
- ability to express or exchange ideas verbally and perceive sound by ear
- manual dexterity, hand-eye coordination, and ability to work with hand above shoulders
- ability to occasionally, regularly, frequently move objects lift, push, pull, balance, carry up to 10 pounds
- ability to turn or twist body parts in a circular motion
- ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment
- ability to travel via auto or airplane for long periods of time
Job Qualifications
- 3+ years in an operations managerial role with high volume exposure in a casual-themed, full-service restaurant
- ability to learn and bring out of the box ideas to their team
- genuine enthusiasm and aptitude for serving people
- excellent verbal and written communication skills
- high level of business acumen and common sense
- demonstrates strong problem solving skills through ability to diagnose and implement solutions
- must possess strong communication and listening skills, excellent speaking, reading and writing
- comprehend and use technical or professional language to communicate complex ideas
- ability to effectively pitch and present information in one-on-one and group situations
- multiple language abilities a plus, fluency in English required
Job Duties
- Demonstrate financial comprehension of the cafe’s 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 cafe’s budget and forecast models
- successfully run a department and/or cost center
- partner across all departments to support consistent execution of systems and processes that deliver products and services to Hard Rock’s brand standards
- support senior management in building a highly functional hourly team who share a common vision and values
- execute established brand standards within the Rock Shop and identify opportunities to grow retail sales through staff and guest interaction
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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