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About the Role

This position is responsible for assisting in the launch of new hotel and casino projects, serving as the brand implementer to ensure a Hard Rock caliber, AAA Four Diamond, ready operation upon facility opening. The role oversees and supports all pre-opening areas from construction to operations, acting as a liaison between the Hard Rock Corporate Support Center and owners/operators.

Responsibilities

• Monitor hotel/casino openings and recommend corrections for deficient issues.
• Set and monitor success metrics.
• Work within budgets and drive programs to maximize return on investments.
• Monitor functional area progression to ensure project completion to standard.
• Validate all property areas prior to opening/rebranding and develop action plans for deficiencies.
• Monitor social media and online reviews upon opening to ensure brand voice consistency and identify opportunities.
• Create and/or collaborate on critical path processes.
• Conduct weekly meetings/conference calls with key stakeholders to communicate progress and opportunities.
• Coordinate with the Senior Director for Corporate Support Center approval of brand creative, tactics, communications, promotional pieces, and brand collateral.
• Collaborate with the Corporate Support Center Retail Team for a smooth Rock Shop launch.
• Assist Director of Sales with the creation and coordination of sales programs.
• Assist properties in brand program implementation and review Quality Assurance Program.
• Conduct meetings with partners to communicate programs, implement products/procedures, and discuss opportunities.
• Drive compliance and understanding of brand identity and strategy.
• Communicate constantly with Senior Director and Corporate Support Center through regular reporting.
• Develop and maintain positive relationships within the business and social community.
• Operate ethically to protect the Hard Rock brand and utilize environmental programs.
• Present a professional image to employees, guests, clients, owners, and investors.
• Present guest-facing brand critical items for approval to Senior Director/Corporate Support Center.
• Work with local teams and Corporate Support Center to create programs to monitor atmosphere elements (music, video, temperature, lighting, scents).
• Conduct property walk-throughs to build rapport, assess satisfaction, and develop relationships.
• Evaluate and adjust the overall guest experience based on interactions, trends, initiatives, and metrics.
• Ensure leased operations are in sync with hotel/casino vibe and staff are trained to brand standards.
• Act with guests in mind.
• Leverage local music programs and partnerships to enhance brand impressions.
• Attend client functions and events to provide support, ensure guest satisfaction, and promote future business.
• Demonstrate passion for hospitality by participating in innovation and improvements for the guest experience.
• Oversee and approve Human Resources and Training Managers in facilitating Hard Rock training programs.
• Oversee and approve organizational structure and training programs to deliver exceptional guest experiences.
• Work with local teams and Corporate Support Center to create back-of-house areas that ensure a positive employment experience.
• Adapt Hard Rock programs to local culture with Corporate Support Center and property HR staff, ensuring brand essence is maintained.
• Serve as liaison between Corporate Support Center, Developers/Owners, and Property Team.
• Create a positive environment for employee potential maximization.
• Coordinate operations between departments.
• Work as a team to complete activities that exceed expectations.
• Assist and advise areas through implementation of brand standards and mentoring.
• Conduct tests, knowledge validation, role-plays, and discussions with property management to ensure brand promise delivery.
• Support and facilitate company conferences, meetings, and events.
• Fully understand legal documents relating to properties, specifically licensing agreements.
• Coordinate approval of brand creative, tactics, communications, promotional pieces, and brand collateral across key touch points.
• Listen to guest and GM feedback to understand strengths and opportunities for improvement.
• Make good decisions based on analysis, wisdom, experience, and judgment.

Requirements

• Minimum 5 years’ experience in a hospitality supervisor or management position, preferably with an international brand.
• GM experience is a plus.
• Experience in property openings, preferably both new built and conversion.
• Ability to prioritize and work on several projects simultaneously without being overwhelmed.
• Technology savvy.
• Strong command of various software applications, especially Microsoft Office (Word, Excel, PowerPoint).
• Strong organizational skills.
• Ability to form strong relationships with Hard Rock employees, partners, owners, and outside organizations.
• High energy individual with effective and influential people skills.
• Understanding of lifestyle hotel products and guest services.
• Ability to effectively deal with internal and external customers and staff, requiring patience, tact, and diplomacy.
• Must be able to travel extensively (at least 80% of the time).
• Must possess strong communication and listening skills, excellent speaking, reading, and writing.
• Comprehend and use technical or professional language to communicate complex ideas.
• Ability to effectively pitch and present information in one-on-one and group situations.
• Fluency in English is required.
• Ability to move throughout hotels/casinos (standing, walking, kneeling, bending) for extended periods.
• Ability to sit for extended periods.
• 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 hands above shoulders.
• Ability to occasionally 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 environments.

Skills

• Brand implementation
• Operations management
• Project management
• Budget management
• Relationship building
• Communication skills
• Presentation skills
• Problem-solving
• Customer service
• Team leadership
• Microsoft Office Suite

Work Type

• Full-time

Experience Level

• Manager
• Supervisor

Benefits

• Comprehensive benefits package
• Health and well-being support
• Future planning resources
• Work-life balance support

About the Company

• Our team members are the key to our company’s success.
• 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.
• Visit our career site for a full list of Team Member Benefits: www.gotoworkhappy.com/benefits