Head of Operations & Business Management

Operations ManagerOur team members are the key to our company's success, and their health and well-being, as well as that of their families, is very important to us. 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 world's 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.This designation is the fourth consecutive year the iconic brand has been among top brands in this category.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.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 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.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 Rock's 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.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.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 professionalThis job description reflects the position's essential functions; EXPERIENCE, EDUCATION, AND CERTIFICATIONS3+ years in an Operations Managerial role with high volume exposure in a casual- themed, full- service restaurant.Genuine enthusiasm and aptitude for serving people.High level of business acumen and common sense.Must possess strong communication and listening skills, excellent speaking, reading and writing.Comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.Ability to effectively pitch and present information in one-on-one and group situations to media, customers, clients, partners and other employees of the organization.Multiple language abilities a plus, fluency in English required.PHYSICAL DEMANDSAbility to move throughout the corporate office and cafes during visits (standing, walking, kneeling, and bending) for extended periods of time.Ability to turn or twist body parts in a circular motion.Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.