Director, Brand Experience & Marketing Operations

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