Location : Location
    Job ID
    Hotel Operations
  • Overview

    This position is responsible for ensuring a consistent delivery of brand standards and programs to staff and guests.  Oversees and supports sales and marketing activities, and facilitates training initiatives within the assigned region.  The Area Vice President of Operations acts as a liaison between the Corporate Support Center and regional properties, positively and professionally representing the brand in interactions with property management, owners and investors.


    • Provide support and guidance to hotels in the opening process to ensure maximization of the brand experience.
    • Participate in the recruitment and interviewing of pre-opening and replacement staff to ensure individuals selected for hire can deliver Hard Rock experience.
    • Assess hotels in execution of brand programs and review Quality Assurance Program results for opportunities.
    • Monitor the progress of property plans and make recommendations to correct any deficient performance issues.
    • Conduct meetings with partners to communicate programs, implement new products and procedures, and discuss areas of opportunity.
    • Evaluate and adjust overall guest experiences based on interaction with guests, industry trends, and corporate initiatives.
    • Inspect public areas of hotels, monitoring music, video, temperature, lighting, scents, to ensure atmosphere reflects Hard Rock vibe.
    • Inspect all property outlets and ensure health and safety procedures are followed.
    • Regularly inspect back-of-house areas of hotels, to ensure a great employment experience. Ensure that properties maintain proper organizational structure and training programs to deliver an excellent guest experience
    • Coordinate training programs and support mechanisms to ensure that the Hard Rock culture is in full force within the operations.
    • Drive compliance and understanding of the brand identity system. Lead all hotel/casino brand stakeholders to conform to brand strategy and vision. Recommend strategic direction for brand identity, positioning, image and marketing campaigns.
    • Coordinate the approval of brand creative, tactics, communications, promotional pieces, and brand collateral across key touch points including internet, email, and direct mail marketing. Coordinate and communicate to ensure creative is effective and appropriate and ensure dissemination of information to relevant parties across organization, field organization, and hotel/casino properties.
    • Monitor the hotel retail image within each property to assure that the line of products being offered are displayed in a professional merchandising fashion.
    • Analyze competitive activities and help create appropriate action plans. Monitor local, regional, and global brand competitive performance for RevPAR, room nights, market share, and ADR to help drive competitive strategies and tactics.
    • Assist the coordination of sales programs
    • Monitor, analyze and provide feedback on key financial performance indicators for hotels and casinos.
    • Coordinate and support ongoing training to regional properties by ensuring that company training program requirements are in place – Induction programs, training checklists, print materials, videos, etc.
    • Work with 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.
    • Support & facilitate at company conferences, meetings, and organized events.
    • Ensure leased operations are in ‘sync’ with hotel/casino vibe. Ensure leased operation staff is trained in accordance with brand standards.
    • Communicate constantly with corporate team to roll out and provide feedback on brand initiatives.
    • Fully understand legal documents relating to properties in the region.
    • Participate in annual philanthropic initiatives.


    • High energy individual, with effective and influential people skills. Positive attitude and the desire to motivate others.
    • Strong knowledge of lifestyle hotel products.
    • 10-15 years minimum experience at hotels management and executive level, preferably with an international/lifestyle brand.
    • Regional/multi-property responsibility a plus, GM or Director of Ops experience a must
    • Experience in property openings, preferably both new built and conversion
    • Proven track record in either large all-inclusive property or cruise ship
    • Knowledge of Latin America hospitality industry, preferable if worked in Mexico and/or Dominican Republic for some time. Must be fluent in English and Spanish.
    • Knowledge of Brazilian market a plus, Portuguese language conversational knowledge strongly desired
    • Ability to engage others in the importance of educating and training.
    • Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
    • 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.
    • Passion for teaching, learning and demonstration.
    • Critical thinker and decision-maker.
    • Self-motivational spirit.
    • Any combination of education and experience equivalent to graduation from a college or any other combination of education, training or experience that provides knowledge, skills and abilities.
    • Understanding of local cultures in region of operation.
    • Exemplary platform-speaking skills. Must possess confidence to facilitate at conferences, meetings and organized events.  


    • Must speak and write both English and Spanish fluently; Portuguese is preferred.
    • Must possess strong communication and listening skills, excellent speaking, reading and writing.
    • Comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
    • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.


    • Ability to move throughout hotels/casinos (standing, walking, kneeling, and 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.


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