Operations Manager

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.

This is an entry-level role similar to that of a floor manager.

Functions

• 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 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 system.
• 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 stewardship to drive continuous improvement and employee retention.
• Possess a self-motivated approach to their own personal and professional development.