AGM - CAFE - Hard Rock Cafe

Overview

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

Assistant General Manager is the senior business leader in the Cafe supporting the General Manager for upholding all brand standards, core values, while meeting or exceeding Owners’ Objectives. The Assistant General Manager is responsible for asset management of the entire facility, the Assistant General Manager, in conjunction with 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 a working financial comprehension in achieving the Cafe’s key performance metrics.
• Work very closely with Sales to execute the Cafe Sales & Marketing plan while helping to achieve year-over-year entrée count growth.
• Serve as a mentor and coach to junior management staff in understanding the businesses financial goals.
• Work in unison with the Cafe General Manager to communicate a clear operating direction based on a sound understanding of the business, strengths, weaknesses, and opportunities.
• Work across all departments in supporting the team in consistent execution of all systems and processes to consistently deliver all products and services to brand standards.
• Support the GM in building a highly functional team of management and hourly team members who share a common vision and values surrounding the overall success of the café.
• 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 situation.
• Execute established standards for overall guest satisfaction that meet or exceed brand standards as determined by an objective ranking systems. 
• Work in conjunction with the GM to be responsive and hospitable to guest feedback from all sources, including social media and email.
• Support Cafe staffing objectives by supporting the GM in attracting and retaining the most exceptionally talented people available in the market and place them in positions that leverage their skills and expertise for maximum impact.
• Clearly define goals and expectations for each management and hourly team member using performance review tools and hold your people accountable for successful performance.
• Support staff development and advancement along well-defined career paths.
• Serve as a Learning Coach developing, implementing and executing learning and developmental programs for all individuals under his/her stewardship in order to drive continuous improvement and retention.

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.
• Bachelors Business Degree or documented entrepreneurial hospitality leadership.

SKILLS

• Strong leadership and interpersonal skills – that can be factually verified by peers and prior supervisors.
• Can illustrate consultative skills and ability to work cross-functionally.
• Exhibits excellent verbal and written communication skills.
• Demonstrates strong problem solving skills through ability to diagnose and develop recommended solutions.
• Possesses the potential and aspiration to serve as a Hard Rock General Manager.

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 pounds.
• 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).