Note: The job is a remote job and is open to candidates in USA. Hard Rock International operates lifestyle hotels, casinos, and related hospitality businesses worldwide. The Director of Operations Development leads the pre-opening launch of new hotel and casino projects, serving as the brand implementer and liaison between corporate support teams and property owners and operators. The role oversees construction coordination, operations, sales and marketing, retail, casino readiness, brand standards, financial controls, guest engagement, and employee engagement.
Responsibilities
- Monitor the progression of each functional area to ensure the project is tracking to completion and to standard
- Participate to the create property pre-opening budgets to include planned sales volumes and revenues, resource quantities, costs and expenses
- Communicate a clear and consistent message regarding business/department goals to produce desired results
- Manage pre-opening expenses by analyzing and reconciling financial reports, determining trends and areas of opportunity, advising others on cost control methods and resolving budgetary issues
- Conduct on-going research of the local market to detect trends and related information for development of new strategies. Make reasonable recommendations to improve potential from various markets
- Monitor operations to ensure consistent sequence of service is followed and all brand standards are properly executed
- Oversee operational efficiency, brand standards compliance, service and financial measurements. Identify gaps and implement measures to correct deficiencies
- Perform duties in accordance with and ensure compliance with property management agreement and other requirements and regulations
- Create and/or collaborate on the creation of critical path process. Establish and build agreement among team members for project milestones, resources requirements and measures of success
- Create expectations, lead people, manage processes and hold people accountable for the agreed upon activities and timetables
- Assist and advise each area through implementation of brand standards and/or mentoring from previous best practices
- Conduct and participate in weekly meetings/conference calls with key stake holders to communicate progress and opportunities
- Drive understanding and implementation the brand identity system. Lead local teams to conform to brand strategy and vision
- Coordinate the approval by Corporate Support Center of brand creative, tactics, communications, promotional pieces, and brand collateral across key touch points including internet, email, and direct mail marketing
- Collaborate with Corporate Support Center Retail Team to ensure a smooth and timely launch of the Rock Shop
- Assist the Corporate Hotel & Casino Sales team with the creation and coordination of sales programs
- Champion change, ensure brand and business initiatives are implemented
- Collaborate with internal and external business partners
- Create performance expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and timetables
- Communicate with leadership regarding issues, risk and liability concerns, or other important business matters
- Ensure all brand policies, procedures and programs are fully implemented in all departments, including health and safety guidelines, etc
- Operate ethically to protect the Hard Rock brand. Utilize programs designed to help Save The Planet
- Work with local teams and the Corporate Support Center to create programs to monitor music, video, temperature, lighting, scents, to ensure atmosphere reflects that of the Hard Rock vibe
- Ensure leased operations are in ‘sync’ with Hotel and/or Casino vibe. Ensure leased operation staff is trained in accordance with brand standards
- Resolve guest complaints and implement changes to prevent future issues
- Monitor quality assurance program scores and guest feedback. Take corrective action when necessary
- Oversee and approve through Director of Human Resources & Training - Hotels & Casinos that the property creates a proper organizational structure and training programs to deliver experiences that rock for all Hard Rock guests
- Conduct property walk-through throughout the opening to build rapport, assess timelines and develop relationships
- Work with a cross-functional team to establish, review and monitor brand standards, as well as the systems and processes for monitoring performance
- Act with guests in mind
- Work with local teams and the Corporate Support Center to create back-of-house areas and branding that ensure an exceptional employment experience
- Work with the Corporate Support Center and property Human Resources staff to adapt Hard Rock programs to local culture, ensuring the essence of the brand is not lost in translation. Review translated materials for same
- Adhere to the recruitment process, and ensure the best talent available from inside or outside the organization is hired
- Maintain effective communication, giving direction, support, timely feedback and recognition of performance
- Balance staffing levels and labor to achieve ideal employee/guest engagement and cost ratio
- Develop and implement strategies to retain staff
- Promote a positive work environment for all employees and ensure all employment related processes and documentation are in compliance
- Conduct regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities
- Conduct tests, knowledge validation, role-plays, and on-going discussions with property management to ensure delivery of brand promise and standards
- Support and facilitate, as necessary, at company conferences, meetings, and organized events
- Communicate constantly with the Corporate Support Center through regular reporting mechanics to roll out and provide feedback on brand initiatives
- Fully understand legal documents relating to properties in the region, specifically the licensing and/or management agreement for the property opening at hand
- Make good decisions based upon a mixture of analysis, wisdom, experiences and judgment
- Challenge business norms and accepted thinking to improve effectiveness and drive results
- Use technology effectively to communicate and manage throughout the business
- Use business analysis, competitor and consumer insights to provide understanding, direction and guidance around key initiatives
Skills
- * Must have 10 years' experience in hospitality management, including 3 years in Operations Management, including at least two significant property openings in a leadership role, preferably both new build and conversion
- * Must have gaming experience
- * Must have a degree in Hospitality Management or related field from an accredited institution
- * Must be a self-starter with an entrepreneurial spirit
- * High energy individual, with effective and influential people skills. Positive attitude and the desire to motivate others
- * Ability to engage others in the importance of educating and training. Must have a passion for teaching, learning and demonstration
- * Ability to form strong relationships with Hard Rock employees, partners, owners and outside organizations
- * Critical thinker and decision-maker
- * Must have an understanding of or ability to quickly learn the local cultures in region of operation
- * Must possess confidence to facilitate senior level meetings on matters relating to project implementation
- * Must meet legal requirements for any required licensing
- * Ability to travel up to 75% or more, with extended trips when required
- * Comprehend and use technical or professional language, either written or spoken, to communicate complex ideas
- * Must possess strong communication and listening skills, excellent speaking, reading and writing
- * Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
- * Perform complex quantitative calculations or reasoning using algebra, geometry, statistics, or abstract symbols
- * Must be technology savvy. Strong command of various software applications – especially Microsoft Office (Word, Excel, PowerPoint)
- * Must have strong organizational skills. The ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming
- * Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy
- * Use logic to define problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations
- * Ability to insure compliance with and enforce terms of collective bargaining agreements where applicable
- * Ability to move throughout the corporate office and Hotels and Casinos 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
- * Full knowledge of lifestyle hotel & premium dining products and services. Five Star/ Four Diamond experience preferred
- * Multiple language abilities preferred, fluency in English required
Benefits
- We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance.
- Benefits may vary with employment status.
Company Overview