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

• Hospitality
• Ownership

Do The Right Thing

• Manages Ambiguity

Drive Results

• Directs Work
• Achieves Goals

See The Big Picture

• Financial Acumen

Value People

• Builds Effective Teams

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

• 0 - 15 lbs*: Frequently
• 16 - 50 lbs*: Frequently
• 51 - 100 lbs: Occasionally
• Over 100 lbs: Occasionally

Carrying Requirements

• 0 - 15 lbs*: Frequently
• 16 - 50 lbs*: Frequently
• 51 - 100 lbs: Occasionally
• Over 100 lbs: Occasionally

Auditory/Visual Requirements

• Close Vision: Frequently
• Distance Vision: Frequently
• Color Vision: Frequently
• Peripheral Vision: Occasionally
• Depth Perception: Frequently
• Hearing: Continuously

Pushing/Pulling Requirements

• 0 - 15 lbs*: Frequently
• 16 - 50 lbs*: Frequently
• 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.