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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