MANAGER - OPERATIONS (BANQUETS)

Hard Rock Cafe • New York, NY

91d

About The Position

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.

Requirements

• 5+ years’ experience in hospitality banquet management, including 3 years in a leadership role.
• Degree/diploma in Hospitality Management, or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.

Nice To Haves

• High energy with effective and influential people skills.
• Positive attitude and the desire to motivate others.
• Ability to prioritize and work on several projects simultaneously.
• Strong communication and listening skills and excellent speaking, reading, and writing ability.
• Fluency in English: additional languages preferred.

Responsibilities

• Lead, direct, and manage all department operations.
• Maintain regular presence throughout the department.
• Establish and maintain accurate inventory records.
• Participate in periodic department inventories.
• Recommend appropriate actions based on results of inventory reporting.
• Monitor operations to ensure consistent sequence of service is followed and all brand standards are properly executed.
• Monitor performance of the banquet and catering team through verification and analysis of meeting planner satisfaction, mystery shop and quality audits.
• Initiate corrective action in a timely manner.
• Ensure the proper handling, maintenance, storage, and security of all department equipment.
• Work closely with the audio/visual team to ensure client needs and expectations are met.
• Ensure quality and timeliness of work performed by contracted vendors.
• Ensure compliance with all applicable laws and regulations.
• Prepare and execute business plans to ensure the maximization of department performance.
• Create and develop goals and operational strategies for the operations that are aligned with the Hard Rock brand.
• Communicate the role that each employee has in their achievement and ensure accountability.
• Analyze and identify financial opportunities including cost controls, productivity levels, and revenue generation.
• Monitor actual sales, revenues, and expenses to determine variance and assess goal accomplishments, and adjust strategies and forecasts accordingly.
• Review weekly forecasts and planning of cost expenditures to correspond to forecasted occupancy and costs.
• Balance staffing levels and labor to achieve ideal employee/guest engagement and cost ratio.
• Attract and select the best talent available from inside or outside the organization.
• Develop and implement strategies to retain staff.
• Train, coach, and counsel managers, supervisors and employees to achieve their career goals and maximize their potential.
• Monitor and evaluate staff performance and deliver recognition and rewards.
• Promote a positive work environment for all employees and ensure all employment related processes and documentation are in compliance.
• Ensure all staff have food safety, sanitation, and responsible alcohol service certifications required by law.
• Conduct regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
• Participate in and ensure Sound Checks are being conducted in department.
• Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
• Resolve guest complaints and implement changes to prevent future issues.
• Monitor quality assurance program scores and guest feedback.
• Take corrective action when necessary.
• Maintain presence in property during peak business periods.
• Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.
• Maintain effective relationships with guests.
• Develop positive relationships within the business and social community.
• Promote the organization in and out of industry and at relevant trade associations.
• Present a professional image to employees, guests, clients, owners, and investors.
• Coordinate ongoing industry research to detect market trends and related information for development of new strategies and/or concepts/services.
• Implement new products/services accordingly and develop analysis of return on investment.
• Operate ethically to protect the Hard Rock brand.
• Ensure brand and business initiatives are implemented.
• Maintain confidentiality of guest, employee, and company information.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees