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.
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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. xrdztoy
Physical Demands
Managers are expected to be able to perform the job functions with reasonable accommodation.