Event Operations Supervisor, Audio Visual- Westin Galleria Dallas Job at Encore

Overview

Position Overview: The Operations Supervisor leads floor operations with a focus on customer service, staff leadership and development. The Operations Supervisor directly leads the technical team to ensure operational efficiencies and customer satisfaction. This role may also participate in location administrative duties in support of onsite operations and for career development. This position reports to the DET, DOO, or Operations Manager.

Responsibilities

Operations Management

• Organizes the daily floor activities to ensure the timely set up, refresh and removal of equipment.
• Performs daily floor management including directing the workflow of technicians and assisting management with labor needs and scheduling.
• Participates in crew scheduling process with venue management and Workforce, focusing on talent to task, business levels, and unique event or client requirements.
• Ensures flowsheets are updated and properly completed.
• Works with team to establish coordinated communications for the management of events.
• Attends venue meetings as needed (examples: daily banquet event order meetings, pre and post conferences).
• Assists management in team member compliance with Operational Excellence.
• Provides suggestions for scheduling and operational efficiencies accordingly.

Customer Service

• Provides excellent service and strives to exceed the expectations and needs of internal and external customers by following Encores Service Standards.
• Maintains a positive relationship with all clients through effective communication.
• Meets with guests on site to ensure that their needs are met, and the equipment setup is working properly.
• Monitors events and checks in on customers throughout the day.
• Fosters and maintains the hotel/client relationship.
• Assists management in team member compliance with Encores Service Standards.

Training/Staff Development

• Assists in training technicians on all floor activities.
• Assists in training technicians on the venues operational standards and Encores service and operational standards.
• Serves as a mentor for new hires.
• Provides guidance and understanding of technician career journey.
• Models and reinforces a positive working environment centered around company values.

Event Technology

• Responsible for accurate and timely setup, operation, and breakdown of intermediate audiovisual equipment.
• Troubleshoot technical issues and resolve problems quickly as they arise.
• Complies with all Company security and safety measures.
• Ensures equipment is secure from theft and/or damage when in use.
• Performs preventative maintenance on equipment to keep it presentable and in good working condition.
• Leads the team in proper security, storage, transportation, and maintenance of equipment.
• Participates in physical inventory count processes as requested.

Job Qualifications

• Bachelors degree is preferred.
• 3-5 years of customer service or hospitality experience is preferred.
• 3-5 years of audio-visual experience is required.
• Internal applicants must meet/complete all training and certification requirements as determined by Encores Global Learning Training Program in their current position, and for the position they are applying to. Internal Hourly Requirements.pdf (review required).
• External applicants must meet/validate and achieve/complete all training and certifications required for this position, within 60 days of start date. For technical external requirements, view our career path here: careers page.
• Knowledge of technical theory.
• Advanced problem-solving skills.
• Experience leading workflow and team members.
• A valid drivers license is required for team members in positions that may operate Company vehicles.
• Additional DOT requirement may need to be met if applicable.
• Must be able to lift 50 lbs.

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

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & paste the URL: https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx.

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. The frequency options are: Continuously, Frequently, Occasionally, and Never.

Physical Activities

• Sitting: 2-3 Hours
• Standing: 4-5 Hours
• Walking: 4-5 Hours
• Stooping: 2-3 Hours
• Crawling: 2-3 Hours
• Kneeling: 2-3 Hours
• Bending: 2-3 Hours
• Reaching (above your head): 2-3 Hours
• Climbing: 0-1 Hours
• Grasping: 4-5 Hours

Lifting/Carrying/Push-Pull

• Lifting: 0-15 lbs continuously; 16-50 lbs frequently; 51-100 lbs occasionally; Over 100 lbs occasionally
• Carrying: 0-15 lbs continuously; 16-50 lbs frequently; 51-100 lbs occasionally; Over 100 lbs never
• Pushing/Pulling: 0-15 lbs continuously; 16-50 lbs frequently; 51-100 lbs frequently; Over 100 lbs occasionally

Auditory/Visual Requirements

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

Work Environment

Hotel and Warehouse: Work is performed in hotel/convention center and warehouse environments with varying temperatures, exposure to dirt or dust, and irregular hours including days, evenings, weekends, and holidays. Team members may operate high-end audiovisual equipment and electrical components and may work at multiple locations.

The above information is not an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions. Management reserves the right to revise or assign additional tasks as needed.

Hourly Pay Range: $20.09 - $24.60

The compensation offered for this role is determined based on qualifications, location, travel, relevant work experience, or particular skills. Some positions may be eligible for overtime, bonuses or incentives.

Encore is committed to providing the best benefits options for our employees and families. 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. View details on our commitment to inclusivity and belonging.

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