Hard Rock International

This position will oversee the unique experiences and brand programs of Hard Rock Hotels connected to music, memorabilia, art, culture, wellness, family programs, and more. They are responsible for the strategic development, direction and implementation of brand programs and experiential initiatives. They will drive the brand forward through the careful management and evolution of existing programs plus build and develop new brand partnerships in an effort to drive awareness, affinity and ROI. The Director of Brand Experience & Marketing Operations will serve as the brand guardian for Hard Rock Hotels and define new ways to engage our guests. This role will be responsible for partnering with key stakeholders both at the corporate and property level to ensure the success of existing programs and introduction of new offerings. This person fosters an exceptional climate of professional and personable service that ensures the long term satisfaction of employees, guests, clients, partners, owners.

Core Responsibilities:

• Drive innovative development for Hard Rock Hotels brand programs that enhance our guests’ experience.
• Partner closely with Operations in corporate and the field to ensure programs are well executed, measured, and optimized with guest feedback.
• Build and grow strategic partnerships that drive brand relevance and traffic to the portfolio.
• In conjunction with agency partners and corporate marketing teams, shape and execute the marketing strategy as it relates to partnership and program development.
• Develop strong brand standards to support each new program and evaluate existing brand standard for areas of enhancement.
• Develop creative presentations to inspire new ideas through visual orientation and direction.
• Focus on building strong relationships with companies that could help amplify the Hard Rock Hotels message including potential sponsorship programs.
• Assist hotel properties with the recruitment and selection of property Brand Experience/Vibe Managers.
• Work closely with the Marketing Team, Public Relations, Creative Agency and Revenue Management to ensure the latest information is being accurately depicted in the brand’s communication and systems.
• Assist in opening new hotels and being a part of the task force to train and implement brand programs.
• Implement tools to measure success of the brand programs and guests engagement.
• Implement tools to train hotel staff and support successful operational execution and band member engagement with the programs.
• Routinely engage with property stakeholders (remotely and in person) with focus on music, video, temperature, lighting, and scents. Develop relevant programs and make alterations as needed.
• Work with food & beverage operators to ensure ‘sync’ with hotel vibe. Focus on making sure that the atmosphere (music, energy, etc.) of the outlets operated by 3rd party complement the overall property vision and positioning.
• Maintain effective communication, giving direction, support, timely feedback and recognition of performance.
• Evaluate work procedures, review standards, identify methods for increasing efficiency or effectiveness and respond to any needs that arise.
• Conduct meetings with staff to communicate Brand Experience programs, implement new products and procedures, and discuss areas of opportunities, special events, etc.
• Conduct guest survey analysis, and industry trend research to evaluate and adjust overall guest experiences and corporate initiatives.
• Oversee aspects of Hard Rock Hotels related to Vibe including:
• Validate updates in music and video distribution systems in conjunction with provider and/or programmers.
• Incorporate new technology for local music playlists, adapted to location, time of day and Vibe.
• Oversee production of Hard Rock proprietary music.
• Participate and facilitate in regional and global conferences.
• Know with accuracy music trends ensuring the brand’s relevance within the music and hospitality community and mind of the consumers.
• Follow industry trends, seek competitive research and evaluate areas for Hard Rock hotels to capitalize on.

Preferred Experience & Qualifications

• Minimum 10 years’ experience. Preference for experience in the hospitality or entertainment industry preferably with Upper Upscale, Luxury or lifestyle brands.
• Strategic partnership and program development skills.
• Creative and irreverent persona who can ‘push the envelope’ on a regular basis.
• Deep understanding of lifestyle hotel products and guest services.
• Ability to think outside the box and partner across various hospitality functions to achieve success.
• Strong project management skills; with heavy emphasis on execution of new concepts
• Ability to effectively deal with internal and external customers and staff of all backgrounds and cultures around the world.
• Computer skills (Microsoft Office); Proficient in Microsoft Power Point.
• Ability to travel globally.
• Ability to multitask and manage in a fast paced, changing environment.
• Proven ability to deliver high-caliber and accurate materials at a rapid pace while ensuring that deadlines are met.
• Must possess strong communication and listening skills, excellent speaking, reading and writing.

Hard Rock International

Hard Rock International (HRI) is one of the most globally recognized companies with venues in over 70 countries spanning 265 locations that include owned/licensed or managed Rock Shops®, Live Performance Venues and Cafes. HRI also launched a joint venture named Hard Rock Digital in 2020, an online sportsbook, retail sportsbook and internet gaming platform. Beginning with an Eric Clapton guitar, Hard Rock owns the world’s largest and most valuable collection of authentic music memorabilia at more than 86,000 pieces, which are displayed at its locations around the globe. In 2022, Hard Rock Hotels was honored as the number one brand in Outstanding Guest Satisfaction for the second year in a row among Upper Upscale Hotels in J.D. Power’s North America Hotel Guest Satisfaction Study. This designation is the fourth consecutive year the iconic brand has been among top brands in this category.

HRI is the first privately-owned gaming company designated U.S. Best Managed Company by Deloitte Private and The Wall Street Journal for the second year. Hard Rock was also honored as one of Forbes’ Best Employers for Women, Diversity and New Grads and a Top Large Employer in the Travel & Leisure, Gaming, and Entertainment Industry. In 2021, Hard Rock Hotels & Casinos received first place ranking in the Casino Gaming Executive Satisfaction Survey conducted by Bristol Associates Inc. and Spectrum Gaming Group for six of the last seven years. For more information on Hard Rock International, visit www.hardrock.com or shop.hardrock.com.

Responsibilities

The General Manager / Managing Partner is the senior business leader in the cafe responsible for upholding all brand standards and core values, while meeting or exceeding Hard Rock’s business objectives. Responsible for asset management of the entire facility, the General Manager is expected to demonstrate an entrepreneurial approach to identifying and acting on opportunities and challenges to maximize the business’ full potential in the market.

• Demonstrate the ability to grow the business by generating consistent year-over-year entrée count
• Manage the business in a sustainable manner that meets or exceeds agreed upon financial and other business goals, while adhering to all of Hard Rock’s brand standards and core
• Attain a level of top-line sales performance that ranks as #1 in your market place competitive
• Communicate a clear direction to your team by understanding the business’ strengths, weaknesses and
• Empower your team with a consistent mission regarding cafe goals to achieve desired results.
• Work cross-functionally so that your team executes all systems and processes to consistently deliver all products and services to brand
• Build a highly functional team of management and hourly team members who share a common vision and values surrounding the overall success of the
• Champion change, ensuring all local and company initiatives are implemented successfully.
• Foster an environment of customer advocacy in which all team members put the guest first in very
• Set standards for overall guest satisfaction that meet or exceed brand standards as determined by an objective ranking
• Be responsive and hospitable to guest feedback from all sources, including social media and
• Attract and retain the most exceptionally talented people available in the market and place them in positions that leverage their skills and expertise for maximum
• Clearly define goals and expectations for each management and hourly team member using performance review tools and hold your people accountable for successful performance.
• Actively nurture your team’s development and advancement along well-defined career paths.
• Consistently demonstrate that you have an enduring passion for your own continuous learning and professional

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

Qualifications

EXPERIENCE, EDUCATION, AND CERTIFICATIONS

• Minimum 10 years of experience in the hospitality industry inclusive of restaurant front line operations.
• Bachelor’s Degree in HRM or Culinary preferred.

Skills

• Strong leadership and interpersonal skills
• Must possess strong communication and listening skills, excellent speaking, reading and writing.
• Comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
• Ability to effectively pitch and present information in one-on-one and group situations to media, customers, clients, partners and other employees of the organization.
• Multiple language abilities a plus, fluency in English required.
• Genuine enthusiasm and aptitude for serving people
• Excellent verbal and written communication skills
• High level of business acumen and common sense
• Demonstrates strong problem solving skills through ability to diagnose and implement solutions

PHYSICAL DEMANDS

• Ability to move throughout the corporate office and cafes during visits (standing, walking, kneeling, bending) for extended periods of time.
• Ability to sit for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally, regularly, frequently move objects (lift, push, pull, balance, carry) up to 10
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.
• Ability to travel via auto or airplane for long periods of time.

Additional Details

Closing:

Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member. Hard Rock welcomes and encourages applications from people with disabilities. Consistent with the Americans with Disabilities Act (ADA), it is the policy of Hard Rock to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact a member of our Human Resources team.

Disclaimer

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

Hard Rock International

Are you ready to join our Rockin’ band? Hard Rock Cafe is seeking talented Open to Relocation General Managers!

Relocation provided.

Hard Rock International (HRI) is one of the most globally recognized companies with venues in over 70 countries spanning 265 locations that include owned/licensed or managed Rock Shops®, Live Performance Venues and Cafes. HRI also launched a joint venture named Hard Rock Digital in 2020, an online sportsbook, retail sportsbook and internet gaming platform. Beginning with an Eric Clapton guitar, Hard Rock owns the world’s largest and most valuable collection of authentic music memorabilia at more than 86,000 pieces, which are displayed at its locations around the globe. In 2022, Hard Rock Hotels was honored as the number one brand in Outstanding Guest Satisfaction for the second year in a row among Upper Upscale Hotels in J.D. Power’s North America Hotel Guest Satisfaction Study. This designation is the fourth consecutive year the iconic brand has been among top brands in this category.

HRI is the first privately-owned gaming company designated U.S. Best Managed Company by Deloitte Private and The Wall Street Journal for the second year. Hard Rock was also honored as one of Forbes’ Best Employers for Women, Diversity and New Grads and a Top Large Employer in the Travel & Leisure, Gaming, and Entertainment Industry. In 2021, Hard Rock Hotels & Casinos received first place ranking in the Casino Gaming Executive Satisfaction Survey conducted by Bristol Associates Inc. and Spectrum Gaming Group for six of the last seven years. For more information on Hard Rock International, visit www.hardrock.com or shop.hardrock.com.

Responsibilities

The General Manager is the senior business leader in the cafe responsible for upholding all brand standards and core values, while meeting or exceeding Hard Rock’s business objectives. Responsible for asset management of the entire facility, the General Manager is expected to demonstrate an entrepreneurial approach to identifying and acting on opportunities and challenges to maximize the business’ full potential in the market.

• Demonstrate the ability to grow the business by generating consistent year-over-year entrée count
• Manage the business in a sustainable manner that meets or exceeds agreed upon financial and other business goals, while adhering to all of Hard Rock’s brand standards and core
• Attain a level of top-line sales performance that ranks as #1 in your market place competitive
• Communicate a clear direction to your team by understanding the business’ strengths, weaknesses and
• Empower your team with a consistent mission regarding cafe goals to achieve desired results.
• Work cross-functionally so that your team executes all systems and processes to consistently deliver all products and services to brand
• Build a highly functional team of management and hourly team members who share a common vision and values surrounding the overall success of the
• Champion change, ensuring all local and company initiatives are implemented successfully.
• Foster an environment of customer advocacy in which all team members put the guest first in very
• Set standards for overall guest satisfaction that meet or exceed brand standards as determined by an objective ranking
• Be responsive and hospitable to guest feedback from all sources, including social media and
• Attract and retain the most exceptionally talented people available in the market and place them in positions that leverage their skills and expertise for maximum
• Clearly define goals and expectations for each management and hourly team member using performance review tools and hold your people accountable for successful performance.
• Actively nurture your team’s development and advancement along well-defined career paths.
• Consistently demonstrate that you have an enduring passion for your own continuous learning and professional

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

Qualifications

EXPERIENCE, EDUCATION, AND CERTIFICATIONS

• Minimum 10 years of experience in the hospitality industry inclusive of restaurant front line operations.
• Bachelor’s Degree in HRM or Culinary preferred.

Skills

• Strong leadership and interpersonal skills
• Must possess strong communication and listening skills, excellent speaking, reading and writing.
• Comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
• Ability to effectively pitch and present information in one-on-one and group situations to media, customers, clients, partners and other employees of the organization.
• Multiple language abilities a plus, fluency in English required.
• Genuine enthusiasm and aptitude for serving people
• Excellent verbal and written communication skills
• High level of business acumen and common sense
• Demonstrates strong problem solving skills through ability to diagnose and implement solutions

PHYSICAL DEMANDS

• Ability to move throughout the corporate office and cafes during visits (standing, walking, kneeling, bending) for extended periods of time.
• Ability to sit for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally, regularly, frequently move objects (lift, push, pull, balance, carry) up to 10
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.
• Ability to travel via auto or airplane for long periods of time.

Closing:

Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member. Hard Rock welcomes and encourages applications from people with disabilities. Consistent with the Americans with Disabilities Act (ADA), it is the policy of Hard Rock to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact a member of our Human Resources team.

Disclaimer

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

Hard Rock International