Operations Manager

The Operations Manager is responsible for departmental P&L expense lines as designated by the General Manager and supports cafe senior leadership in upholding brand standards and core values while meeting or exceeding Hard Rock business objectives.

Responsibilities

• Demonstrate financial comprehension of the cafe’s budget and P&L.
• Serve as a mentor and coach to develop hourly staff 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 the team in consistent execution of all systems and processes to deliver products and services to brand standards.
• Support senior management in building a highly functional hourly team aligned with the cafe’s vision and values.
• Execute brand standards within the Rock Shop and identify opportunities to grow retail sales through staff and guest interaction.
• Foster an environment of customer service that puts the guest first in every situation.
• Execute established standards for overall guest satisfaction that meet or exceed brand standards as determined by objective ranking systems.
• Maintain objectivity in monitoring service standards to ensure guest expectations of the Brand & Cafe are upheld.
• Engage with guests regarding music (current and past).
• Assist senior management in attracting and retaining top talent and placing them in roles that leverage their skills for maximum impact.
• Clearly define goals and expectations for team members using performance review tools and hold the team accountable for performance.
• Support staff development and advancement along well-defined career paths.
• Serve as a Learning Coach developing, implementing, and executing learning and development programs to drive continuous improvement and employee retention.
• Maintain a self-motivated approach to personal and professional growth.

Experience, Education, And Certifications

• Proven experience within an Operations Managerial role with high-volume exposure in a casual-themed, full-service restaurant.

Skills

• Ability to learn and bring out-of-the-box ideas to the team.
• Genuine enthusiasm and aptitude for serving people.
• Excellent verbal and written communication skills.
• High level of business acumen and common sense.
• Strong problem-solving skills with the ability to diagnose and implement solutions.
• Strong communication and listening skills; excellent speaking, reading, and writing.
• Ability to convey complex ideas using professional language, written or spoken.
• Ability to effectively pitch and present information in one-on-one and group settings to media, customers, clients, partners and other employees.
• Multiple language abilities are a plus; fluency in English is required.

Physical Demands

• Managers are expected to be able to perform the job functions with reasonable accommodation.

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