Event Operations Manager, Audio Visual Specialist

3 weeks ago

Oklahoma City, Oklahoma, United States Encore Full time
Job Title: Event Operations Manager, Audio Visual

Job Summary:
Encore is seeking an experienced Event Operations Manager, Audio Visual to join our team. As a key member of our operations team, you will be responsible for managing floor operations to achieve service excellence with a focus on customer service, staff leadership, performance management, and development.

Key Responsibilities:

• Manage 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.

• Provide direct supervision of team members, including scheduling and time keeping.

• Ensure that billing is reviewed and approved by clients, and advise the Director and/or Sales Manager of any potential challenges.

• Ensure that daily equipment sheets are updated and properly completed.

• Manage inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment.

• Attend BEO, Pre-Cons, and pre-production meetings as needed.

• Delegate tasks as appropriate.

Customer Service:

• Review quotes and provide recommendations for cost efficiencies in accordance with the company's standard operating procedures.

• Supervise and mentor operational staff to ensure client satisfaction and revenue maximization via onsite upselling.

• Provide outstanding customer service by establishing excellent working relationships with internal and external clients, team members, neighboring Encore properties, and all vendors. Mentor technicians to also provide this superior level of customer service.

• Meet with guests onsite to ensure that their needs are met and the equipment setup is working properly.

• Portray a polished, professional image according to the guidelines in the Employee Guide and/or hotel standards and ensure the team adheres to the same standards.

People Development & Training:

• Promote and reinforce 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 utilize applicable company computer systems and software programs and ensure team members are properly trained.

• Register and recommend 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

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.

Encore is an equal opportunity employer and welcomes applications from diverse candidates. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

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