Operations Supervisor

2 weeks ago

Pigeon Forge, Tennessee, United States Hard Rock International Full time

Position Overview:

Hard Rock International (HRI) stands as a premier global brand, boasting a presence in over 70 countries with 265 venues, including owned, licensed, and managed Rock Shops, Live Performance Venues, and Cafes. In 2020, HRI expanded its portfolio with the launch of Hard Rock Digital, a joint venture that encompasses an online sportsbook, retail sportsbook, and internet gaming platform. HRI is renowned for its unparalleled collection of authentic music memorabilia, featuring over 86,000 pieces displayed across its global locations.

In 2022, Hard Rock Hotels achieved recognition as the leading brand in Outstanding Guest Satisfaction among Upper Upscale Hotels in the J.D. Power North America Hotel Guest Satisfaction Study, marking its fourth consecutive year among the top brands in this category.

HRI has also been distinguished as a U.S. Best Managed Company by Deloitte Private and The Wall Street Journal for two consecutive years. Furthermore, Hard Rock has received accolades from Forbes as one of the Best Employers for Women, Diversity, and New Grads, along with being recognized as a Top Large Employer in the Travel & Leisure, Gaming, and Entertainment Industry.

Key Responsibilities:
The Operations Supervisor plays a crucial role in managing departmental P&L expense lines as designated by senior management. This position also supports cafe leadership in maintaining brand standards and achieving Hard Rock's business objectives.

  • Exhibit financial acumen regarding the cafe's budget and P&L.
  • Act as a mentor and coach to cultivate hourly staff into brand ambassadors and leaders in customer service.
  • Oversee labor schedules aligned with the cafe's budget and forecasting models.
  • Effectively manage a department or cost center.
  • Collaborate across departments to ensure consistent execution of systems and processes, delivering products and services that meet Hard Rock's brand standards.
  • Assist senior management in developing a cohesive hourly team that shares a unified vision and values for the cafe's success.
  • Implement established brand standards within the Rock Shop while innovating to enhance retail sales through staff and guest engagement.
  • Promote a customer-centric environment where team members prioritize guest satisfaction.
  • Ensure adherence to guest satisfaction standards that meet or exceed brand expectations.
  • Maintain an objective perspective on service standards to uphold guest expectations.
  • Engage with guests on music topics, both contemporary and historical.
  • Support management in attracting and retaining top talent, placing individuals in roles that maximize their skills and impact.
  • Clearly articulate goals and expectations for team members, utilizing performance review tools to ensure accountability.
  • Encourage staff development and career advancement through well-defined pathways.
  • Serve as a Learning Coach, developing and executing training programs to foster continuous improvement and employee retention.
  • Exhibit a self-driven approach to personal and professional growth.

Qualifications:
Experience, Education, and Certifications:

  • Minimum of 3 years in an Operations Managerial role within a high-volume, casual-themed, full-service restaurant environment.
Skills:
  • Ability to innovate and introduce creative ideas to the team.
  • Genuine enthusiasm for serving others.
  • Exceptional verbal and written communication abilities.
  • Strong business acumen and practical judgment.
  • Proficient problem-solving skills, capable of diagnosing issues and implementing effective solutions.
  • Excellent communication and listening skills, with proficiency in conveying complex ideas.
  • Ability to effectively present information in various settings to diverse audiences.
  • Multilingual capabilities are advantageous; fluency in English is required.

Physical Demands:

  • Capability to navigate the corporate office and cafes, including standing, walking, kneeling, and bending for extended periods.
  • Ability to sit for prolonged durations.
  • Proficiency in repetitive arm, hand, and wrist movements.
  • Effective verbal communication and auditory perception.
  • Manual dexterity and hand-eye coordination, with the ability to work with hands above shoulder level.
  • Occasional lifting, pushing, pulling, or carrying of objects up to 10 pounds.
  • Ability to perform rotational movements of body parts.
  • Tolerance for exposure to varying temperatures, chemicals, and noisy environments.
  • Willingness to travel via automobile or airplane for extended periods.

Additional Information:
Hard Rock International is an equal opportunity employer, committed to fostering an inclusive workplace culture. We welcome applications from individuals with disabilities and provide reasonable accommodations as needed. This job description outlines essential functions and may not encompass all tasks assigned. Management reserves the right to revise job responsibilities as circumstances change.

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