Hard Rock International
VP, Cafe Operations
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Our 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. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our full list of Team Member Benefits please visit our career site: https://www.gotoworkhappy.com/benefits
Job Description
The Vice President of UK & Europe Cafe Operations is responsible for the overall operational leadership, financial performance, strategic execution, and brand excellence across the Hard Rock Cafe portfolio throughout the UK & Europe region.
This role serves as the senior operational leader for the region and is accountable for driving revenue growth, EBITDA performance, operational consistency, guest satisfaction, talent development, and long-term business sustainability across all company-owned cafe operations.
The Vice President will lead and develop multi-level operational teams including Area Vice Presidents, Directors of Operations, Regional Leaders, and cross-functional business partners while fostering a culture of accountability, urgency, continuous improvement, and operational excellence.
This position requires a highly strategic, commercially driven, and hands-on leader capable of balancing operational execution with long-term business transformation and growth initiatives.
Essential Duties And Responsibilities
Operational Leadership & Execution
- Provide strategic and operational leadership for all UK & Europe Cafe operations.
- Ensure flawless execution of Hard Rock operational standards across food, beverage, retail, entertainment, atmosphere, cleanliness, hospitality, and guest engagement.
- Drive operational consistency and execution excellence across all cafes within the region.
- Establish and communicate clear operational priorities, performance expectations, and accountability standards.
- Lead operational reviews and business performance discussions with Area Vice Presidents, Directors, and operational leadership teams.
- Identify operational opportunities and implement strategic action plans to improve performance, efficiency, profitability, and guest experience.
- Ensure operational readiness and excellence for all key brand initiatives, seasonal activations, events, and business-driving programs.
- Oversee execution and operational support for new cafe openings, renovations, relocations, and strategic projects.
Financial & Commercial Accountability
- Maintain direct accountability for achieving regional financial targets including revenue, EBITDA, labor productivity, operational margins, and cost controls.
- Drive commercial performance through strategic focus on:
- Revenue growth
- Retail mix optimization
- Beverage and alcohol mix growth
- Banquet & Event sales
- Guest traffic and conversion
- Average guest spend
- Margin improvement initiatives
- Lead regional forecasting, budgeting, and annual operating plan processes.
- Analyze operational and financial performance metrics to identify trends, risks, and growth opportunities.
- Partner closely with Finance leadership to ensure accurate forecasting, reporting, compliance, and operational discipline.
- Develop and execute action plans to improve underperforming markets, cafes, and operational segments.
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Guest Experience & Brand Excellence
- Champion guest satisfaction and ensure the consistent delivery of world-class hospitality experiences.
- Utilize guest feedback platforms, operational data, reputation management tools, and business analytics to drive continuous improvement.
- Ensure regional compliance with all Hard Rock brand standards and guest experience expectations.
- Drive accountability around guest sentiment, service recovery, and operational follow-through.
- Lead operational strategies that strengthen brand perception, guest loyalty, and market positioning.
Leadership, People & Culture
- Build, lead, coach, and develop high-performing operational leadership teams.
- Create a culture rooted in accountability, collaboration, execution, ownership mentality, and continuous improvement.
- Identify and develop future leaders through mentorship, succession planning, and talent development initiatives.
- Conduct regular performance evaluations, development planning, and leadership coaching sessions.
- Ensure alignment with Hard Rock values, leadership behaviors, and cultural expectations.
- Foster high morale, strong employee engagement, and operational stability throughout the region.
- Drive talent acquisition, leadership development, and retention strategies for key operational positions.
Strategic Business Leadership
- Develop and execute strategic operational plans that position Hard Rock for sustainable growth and long-term profitability throughout the UK & Europe region.
- Partner cross-functionally with Marketing, Retail, Finance, HR, Legal, Facilities, Development, Franchise, and Business Development teams to execute key company initiatives.
- Support regional business transformation efforts focused on operational improvement, profitability optimization, and long-term asset performance.
- Evaluate market trends, competitive positioning, and emerging business opportunities to strengthen regional performance.
- Support real estate and landlord partnership strategies that improve operational viability and long-term business outcomes.
Compliance, Risk & Governance
- Ensure operational compliance with all company policies, procedures, brand standards, and regulatory requirements.
- Partner with Legal and Human Resources teams on operational risk management, employee relations matters, and compliance initiatives.
- Oversee execution of operational compliance programs and ensure adherence to industry regulations and company standards.
- Support brand protection initiatives and operational de-branding processes where required.
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Communication & Executive Leadership
- Serve as a senior operational representative for the UK & Europe region across executive meetings, ownership discussions, leadership forums, and company initiatives.
- Prepare and present operational performance updates, strategic business reviews, and executive summaries to senior leadership.
- Lead regular business review meetings with operational leadership teams focused on performance, accountability, and execution.
- Represent Hard Rock professionally within the hospitality industry, business community, ownership groups, and strategic partnerships.
Qualifications
Experience & Leadership Requirements
- Proven progressive leadership experience within hospitality, restaurant, retail, entertainment, or multi-unit operations.
- Proven success leading large-scale multi-unit operations across international markets.
- Strong financial and commercial acumen with demonstrated success driving revenue growth and EBITDA performance.
- Experience managing complex operational structures across multiple countries and cultures.
- Strong understanding of hospitality operations, guest experience management, and brand execution.
- Demonstrated ability to lead organizational change, operational transformation, and business improvement initiatives.
- Experience developing high-performing teams and leadership succession pipelines.
- Ability to influence cross-functional stakeholders and drive alignment across diverse business groups.
- Strong strategic planning, organizational, analytical, and decision-making capabilities.
- Exceptional communication, leadership, and interpersonal skills.
- Ability to travel extensively throughout the UK & Europe region.
- Bachelor’s Degree required; advanced degree preferred.
- Fluency in English required; additional languages preferred.
Core Leadership Competencies
- Strategic Leadership
- Operational Excellence
- Financial Accountability
- Commercial Mindset
- Talent Development
- Guest Experience Focus
- Change Leadership
- Cross-Functional Collaboration
- Decision Making
- Problem Solving
- Communication & Influence
- Accountability & Execution
Work Environment
Duties and responsibilities are primarily performed in professional office and hospitality operating environments. The role requires extensive travel and frequent presence within active restaurant and entertainment operations.
Physical Demands
Employees are expected to perform the job functions with reasonable accommodation.
Disclaimer
This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications required. Management reserves the right to revise or amend responsibilities as business needs evolve.
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