Position Overview
Manages floor operations to achieve service excellence with a focus on customer service, staff leadership, performance management and development. Achieves the overall goals of the organization through effective workforce and inventory cost control. This position reports directly to either an Operations Director or Director, Event Technology at locations producing greater than three million dollars in revenue.
Key Job Responsibilities
Operations Management
Manages the daily floor activities and workflow of technicians to ensure that all equipment and services are delivered on time, in good working condition and as specified by clients and the hotel.
- Provides direct supervision of team members including scheduling and time keeping.
Ensures that billing is reviewed and approved by clients, and advises the Director and/or Sales Manager of any potential challenges.
- Ensures that daily equipment sheets are updated and properly completed.
Manages inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment.
- Attends BEO, Pre-Cons, and pre-production meetings as needed.
Delegates tasks as appropriate.
Customer Service
Reviews quotes and provides recommendations for cost efficiencies in accordance with the company’s standard operating procedures.
Supervises and mentors operational staff to ensure client satisfaction and revenue maximization via onsite upselling.
Provides outstanding customer service by establishing excellent working relationships with internal and external clients, team members, neighboring Encore properties and all vendors. Mentors Technicians to also provide this superior level of customer service.
Meets with guests’ onsite to ensure that their needs are met and the equipment setup is working properly.
- Portrays a polished, professional image according to the guidelines in the Employee Guide and/or hotel standards and ensures the team adheres to the same standards.
People Development & Training
Promotes and reinforces a positive working environment centered on Encore core values.
- Hire, develop, lead and motivate a talented team of technicians and operational support staff.
- Promote and drive professional development and training efforts to improve overall business acumen, technical knowledge and service to the field.
- Manage human resource related issues including performance management, salary administration and training and development.
Effectively utilizes applicable company computer systems and software programs and ensure team members are properly trained.
Registers and recommends team members for additional training opportunities as needed.
Job Qualifications
High School Diploma is required. Bachelor’s degree is preferred.
4+ years of audio visual and customer service/hospitality experience including 2+ years of supervisory experience.
Experience leading workflow and team members.
Working knowledge of audio visual equipment in a live show environment
Proficiency with the use of computer hardware
Proficiency with computer software and programs, including the Internet and Microsoft Office
Effective leadership abilities and customer satisfaction focus.
Competencies
Deliver World Class Service
Do The Right Thing
Drive Results
See The Big Picture
Value People
Physical Requirements
Team members must be able to meet the physical demands outlined below to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Sitting: 2-3 hours per day
Standing: 3-4 hours per day
Walking: 3-4 hours per day
Stooping: 0-1 hour per day
Crawling: 0-1 hour per day
Kneeling: 0-1 hour per day
Bending: 0-1 hour per day
Reaching (above your head): 0-1 hour per day
Climbing: 0-1 hour per day
Grasping: 0-1 hour per day
Lifting Requirements
51 - 100 lbs: Occasionally
Over 100 lbs: Occasionally
Carrying Requirements
51 - 100 lbs: Occasionally
Over 100 lbs: Occasionally
Auditory/Visual Requirements
Distance Vision: Frequently
Peripheral Vision: Occasionally
Depth Perception: Frequently
Pushing/Pulling Requirements
51 - 100 lbs*: Occasionally
Over 100 lbs: Occasionally
Note: The physical requirements marked with an asterisk () indicate activities performed without assistance.*
Team members must be able to meet the physical demands above in order to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment
Hotel
Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high-end audio-visual equipment and electrical components and will be exposed to heights via lifts and ladders. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.
The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
Salary Pay Range: $70,304.00 - $84,000.00
The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives.
Encore is committed to providing the best benefits options for our employees and families. Click here to view the benefits options for our employees worldwide.
We pride ourselves on cultivating a welcoming culture where every individual is celebrated for their unique strengths and differences. Click here to view details on our commitment to inclusivity and belonging.
