Overview:
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.
Responsibilities:
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 systems.

• 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 his/her stewardship to drive
continuous improvement and employee retention.
Possess a self-motivated approach to their own personal and professional growth.
This job description reflects the position’s essential functions; it does not encompass all of
the tasks that may be assigned.