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About the Role

The AV Operations Manager will play an integral part in the planning, preparation, delivery, and setup of events ranging from small meetings to large-scale productions within prestigious venues and hotels.

Responsibilities

• Serve as the main point of contact for clients, ensuring customer expectations and requirements are met.
• Prepare, rig, and de-rig equipment with technicians, and address on-site technical issues.
• Proactively engage clients to understand technical needs, develop sales potential, and arrange meetings.
• Develop and maintain a portfolio of standard set designs to help clients visualize room possibilities.
• Maximize sales by up-selling services like production and video editing to increase turnover.
• Participate in capture rate discussions and suggest strategies for securing lost business.
• Monitor sales files to review upcoming groups and ensure adherence to sales processes.
• Foster strong relationships with the sales team to maximize new leads and educate them on services.
• Develop a client database, correspond with past clients to pursue future business, and gather feedback.
• Ensure all responsibilities remain within budget parameters and negotiate preferential rates.
• Utilize in-house services before outsourcing crew and equipment.
• Be aware of turnover targets and actively work to increase revenue.
• Collaborate with hotel teams and Sales & Marketing to develop venue-specific sales and marketing literature.
• Report to the hotel/venue and attend weekly staff meetings to ensure effective communication.
• Cultivate positive relationships with all hotel/venue staff, including sales, banqueting, and front of house teams.
• Create development plans with hotel teams to enhance service levels.
• Address and resolve concerns or complaints from the hotel or customers.
• Foster strong relationships with the London team and all sites to ensure comprehensive support.
• Attend regular meetings with the London office to ensure effective execution of duties, meeting deadlines and objectives.
• Create and standardize information systems for clear visibility of equipment movements, requirements, quotations, and turnover reporting.
• Develop dry hire shows and large-scale events, including tender processes and pre-production.
• Ensure project implementation is handled by appropriate parties, utilizing Event Producers as consultants.
• Build long-term customer loyalty by converting one-off events into established client accounts.
• Monitor competitor activity and approach clients for future business opportunities.
• Delegate technical responsibility to on-site technicians, ensuring timely completion of duties.
• Manage technician time effectively on a shift basis and offer this resource to sister hotels.

Requirements

• High School Diploma, Mathematics and English GCSE or equivalent is preferred.
• Strong AV / live events experience would be preferred.
• Previous experience within the Service and Hospitality industry would be preferable.
• Previous experience of audio visual experience, or equivalent in an educational environment would be beneficial.

Location

• London, UK

Work Type

• Full-time

Experience Level

• Dependent on experience

Education Level

• High School Diploma
• Mathematics and English GCSE or equivalent

Salary/Compensations

• £35,000 to £38,000

Benefits

• Private Healthcare after 12 months of service
• Employee supported volunteering
• Enhanced family leave provisions
• Perkbox and Employee assistance Programme
• Company sick pay
• Employee recognition scheme
• Generous employee referral scheme
• Clearly defined Career path
• Access to state-of-the-art technology
• Global presence and opportunities worldwide
• Long Service Programme

About the Company

• Encore strives to create workplaces that reflect the communities in which we work and live, and where every individual has a full sense of belonging.
• Our commitment to diversity, equity and inclusion fuels innovation, collaboration, expertise and excellence, while connecting us more closely to our customers.