DIRECTOR - EVENT OPERATIONS

Overview

Hard Rock Hotel New York has illuminated the New York City’s skyline in Midtown Manhattan. Our legendary lineup includes award-worthy entertainment venues, 446 guestrooms and suites across 36 floors, a Body Rock® Fitness Center, a rooftop bar & lounge, and all-day dining options. Discover priceless memorabilia from some of the greatest musicians who have been inspired by New York City as we get ready to turn up the volume on the world’s most iconic skyline.

We’re seeking a new band member to assist the Director of Food & Beverage and Director of Catering at Hard Rock Hotel New York. You’ll be excited to work in an environment where the drum beats fast, and no day looks the same. As a Director of Event Operations, you will play a key role in assisting the Operation and Catering teams in executing exceptional experiences for our guests and band members. This position requires a strong attention to detail, excellent organizational skills, and a passion for delivering amplified experiences.

This position will serve as additional foundation of the team and will be responsible for the event management, including catering, nightlife and special events. Joining the Hard Rock Hotel New York team as a Director of Event Operations offers a unique opportunity to be part of an iconic brand and contribute to unforgettable experiences for our guests. If you are passionate about hospitality, thrive in a dynamic environment, and are eager to drive excellence, we encourage you to apply.

Responsibilities

ESSENTIAL FUNCTIONS

• Direct and organize the administration of the Banquet and Catering departments to establish the standards of food and beverage quality and service
• Meet and greet all guest contacts
• Communicate, assign and delegate responsibility and authority for the department to the various catering and banquet management team and administrative support staff
• Develop, implement, and maintain the department’s service guidelines, training, standards of operations, equipment par levels, and event set-up specifications
• Attend mandatory meetings and departmental meetings
• Prepare and furnish all reports for forecast, budget information, and cost controls by implementing effective controls of labor and product cost
• Ensure compliance with health, safety, sanitation and alcohol awareness standards
• Responsible for direct supervision of the Banquet Managers and the execution of all event functions.
• Assist as needed in all food and beverage outlets during low demand banquet timeframes
• Act as the liaison for the catering sales and meetings team
• Facilitate all special requests for internal events
• Monitor operations to ensure consistent sequence of service is followed and all brand standards are properly executed.
• Monitor performance of all event team members through verification and analysis or senior leadership satisfaction, mystery shop and quality audits. Initiate corrective action in a timely manner.
• Work closely with the audio/visual team to ensure client needs and expectations are met.
• Ensure compliance with all applicable laws and regulations. Ensure all staff have food safety, sanitation, and responsible alcohol service certifications required by law.
• Provide support in the execution of business plans to ensure the maximization of department performance.
• Support in the create and develop of 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.
• Support senior leadership in analyzing and identifying financial opportunities including cost controls, productivity levels, and revenue generation.
• Balance staffing levels and labor to achieve ideal employee/guest engagement and cost ratio.
• Support senior leadership in the attraction and select the best talent available from inside or outside the organization – job fairs, interviewing, and training.
• Utilizing experience to support senior leadership in the develop and implement of strategies to retain staff.
• Train, coach, and counsel supervisors and employees to achieve their career goals and maximize their potential.
• Promote a positive work environment for all employees and ensure all employment related processes and documentation are in compliance.
• Conduct Sound Check meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
• 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.
• Present a professional image to employees, guests, clients, owners, and investors.
• Operate ethically to protect the Hard Rock brand. Ensure brand and business initiatives are implemented.
• Maintain confidentiality of guest, employee, and company information.
• Accomplish F&B objectives by contributing to strategic planning processes with senior leadership.
• Work with the senior leadership to develop and implement project plans and priorities that support the current and future direction of Hard Rock.
• Create expectations, lead people, manage processes and hold people accountable for the agreed upon activities and timetables to ensure guests receive amplified service.
• Develop, implement and evaluate training and performance management program.
• Conduct Sound Checks with staff to communicate incentive programs, implement new products and procedures, and discuss areas of opportunities, special events, etc.
• Respond and seek resolutions to all guest concerns: live, by phone and email.
• Maintain information on menus, prices, food and drink recipes, etc.Ensure accuracy and completion of all required reporting.
• Review guest history records to enhance personalized service for repeat Guests.
• Ensure control of all hard keys and electronic keys required to operate the department.
• Monitor cash handling, credit card totals and deposit slips to ensure accuracy of collections.
• Inspect product levels and storage areas to determine if enough supply is on hand.
• 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

• 5+ years’ experience in hospitality food & beverage management, including 3 years in a leadership role.
• Experience working in a NYC Union environment or similar setting. Specifically, is both proficient in and working with the current edition of NYC CBA / IWA.
• 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.
  
  

Skills

Additional Details

• 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 should pose a challenge without being overwhelming.
• Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
• Strong communication and listening skills and excellent speaking, reading, and writing ability.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.
• Ability to perform complex quantitative calculations or reasoning.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
• Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred.
  
  

PHYSICAL DEMANDS

• Ability to move throughout the business (standing, walking, kneeling, bending) 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.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to regularly move objects (lift, push, pull, balance, carry) up to 50 pounds / 25 kilograms.
• 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 operate potentially hazardous equipment.
  
  

Additional Requirements

• Deep understanding of lifestyle hotels and premium dining products and services.
• Passion for music and knowledge of music trends preferred.
• Self-starter with an entrepreneurial spirit and strong organizational skills
• Must meet legal requirements for any required licensing.
• Ability to work evenings, weekends, and holidays, as needed.
• Staff marketing requirement tracking and reconciliation of marketing incentives/goals
  
  

For this New York, New York United States-based position, the expected annual base salary is $90000-$110000

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