Director - Operations Development

The Director of Operations Development is responsible for assisting in the launch of new hotel and casino projects and serves as the “brand implementer”, ensuring delivery of a Hard Rock caliber, AAA & Forbes Four & Five Diamond, ready operation upon the opening of the facility.  This position oversees and supports all areas of the pre-opening process from construction (working with project Development & Design group), Sales and Marketing, Administration, Operations, Retail and Casino.  The Director of Operations Development acts as the liaison between the Hard Rock Corporate Support Center and the owners/operators in each assignment, positively and professionally representing the brand in interactions with property management, owners and investors.

BUSINESS RESULTS

• Monitor the progression of each functional area to ensure the project is tracking to completion and to standard.
• Leads the preparation and launch of new properties in close collaboration with the SWAT team & property leadership.
• Acts as the primary liaison between design & construction, and guest experience, ensuring seamless alignment across disciplines.
• Oversees execution of opening initiatives with focus on delivering projects on time, within budget, and in full alignment with the brand direction, while upholding market-leading efficiencies.
• Champions scalable processes that maximize operational readiness & optimizes launch performance, mitigates risk, and lay the foundation for long-term ROI. (Property load-in, operational shop drawing coordination, BOH layout/design)
• 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.

LEADERSHIP & EXECUTION

• Inspire through assertiveness, leading by example, transparency, articulate communication, educated recommendations, good experience, and professional presence to complete a project on schedule, in budget, and on brand.
• 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.
• Contribute to the Corporate Commercial teams with Hotel & Casino Sales, Revenue Optimization strategy for opening, and working with Marketing on the creation and coordination of brand programs, or communication planning during the pre-opening, and opening phase of projects.
• 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. 
• Drive understanding and implementation the brand identity system.  Lead local teams to conform to brand strategy and vision.
• Interface between Corporate and Property Operations, and Development, Design & Construction, to ensure brand standards, best practices, and lessons learned are followed and properly communicated, within the budgeted timeline and financial plan of the project.
• Facilitate with Corporate Support Center for Operations, Retail, F&B, & Recreations teams, to ensure a smooth and timely launch their operations.
• Coordinate with Corporate Support Center Administration teams, finance, human resources, purchasing, IT, New Property Technology, to ensure property alignment with shared services resources are implemented and trained accordingly.
• Administer committees that drive synergies and innovation for revenue and non-revenue driven operations, facilities, public spaces, security, surveillance, spa, fitness, wellness, that do not have corporate functions.
• Champion change, ensure brand and business initiatives are implemented.
• Collaborate with internal and external business partners.
• 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.

GUEST ENGAGEMENT

• 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.

EMPLOYEE ENGAGEMENT

• 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.

LEARNING & APPLYING EXPERTISE

• 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.

MINIMUM (EDUCATION, EXPERIENCE, ATTRIBUTES & TRAVEL)

• 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.
• Full knowledge of lifestyle hotel & premium dining products and services.  Five Star/ Four Diamond and Forbes experience preferred. 
• 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.

SKILLS (LANGUAGE, MATHEMATICAL, TECHNICAL & REASONING)

• 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.
• Multiple language abilities preferred, fluency in English required.
• 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.

PHYSICAL DEMANDS:

• 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 or stand for extended periods of time.
• Ability to make repeating movements of the arms, hands, legs, and wrists, and climb stairs, and walk on an incline.
• 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 40 pounds.
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy