Manager, Cafe

Hard Rock Hotel & Casino Ottawa•Honolulu, HI

About The Position

The Cafe Operations Manager is responsible for departmental P&L expense lines as designated by the General Manager. The role supports cafe senior leadership in upholding brand standards and core values while meeting or exceeding Hard Rock business objectives. The manager oversees department or cost-center operations, helps build and develop the hourly team, and supports the consistent delivery of products and services to brand standards. The position also focuses on guest satisfaction, customer service, staff development, and opportunities to grow Rock Shop retail sales. This job description reflects the position’s essential functions and does not encompass all tasks that may be assigned.

Requirements

At least 3 years in a restaurant operations managerial role, with high-volume experience in a casual-themed, full-service restaurant.
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, including strong listening skills.
High level of business acumen and common sense.
Strong problem-solving skills, including the ability to diagnose issues and implement solutions.
Ability to comprehend and use technical or professional language, 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.
Fluency in English is required.

Nice To Haves

Ability to speak multiple languages.

Responsibilities

Demonstrate financial comprehension of the cafe’s budget and P&L.
Mentor and coach hourly staff to develop them into Hard Rock brand ambassadors and 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 departments to support consistent execution of systems and processes and delivery of products and services to Hard Rock brand standards.
Support senior management in building a highly functional hourly team that shares a common vision and values surrounding the cafe’s success.
Execute established Rock Shop brand standards and pursue opportunities to grow retail sales through staff and guest interaction.
Foster a customer-service environment in which team members put the guest first.
Execute established guest-satisfaction standards that meet or exceed brand standards, as determined by objective ranking systems.
Observe service standards objectively to ensure guest expectations of the brand and cafe are upheld.
Engage with guests about current and past music.
Support senior management in attracting and retaining talented people and placing them in roles that leverage their skills and expertise.
Define goals and expectations for team members using performance-review tools and hold the team accountable for performance.
Support staff development and advancement along defined career paths.
Serve as a Learning Coach by developing, implementing, and executing learning and development programs for supervised individuals to drive continuous improvement and employee retention.
Take a self-motivated approach to personal and professional development.