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About the Role
Manages floor operations to achieve service excellence with a focus on customer service, staff leadership, performance management and development. Achieves organizational goals through effective workforce and inventory cost control.
Responsibilities
- Manages daily floor activities and workflow of technicians to ensure timely equipment and service delivery as specified by clients and the hotel.
- Provides direct supervision of team members, including scheduling and timekeeping.
- Ensures client approval of billing and advises Director/Sales Manager of potential challenges.
- Ensures daily equipment sheets are updated and completed.
- Manages inventory control procedures to maintain proper levels, safety, security, and quality assurance of equipment.
- Attends BEO, Pre-Cons, and pre-production meetings as needed.
- Delegates tasks appropriately.
- Reviews quotes and provides recommendations for cost efficiencies per company SOPs.
- Supervises and mentors operational staff to ensure client satisfaction and revenue maximization via onsite upselling.
- Establishes excellent working relationships with internal/external clients, team members, Encore properties, and vendors.
- Meets with guests onsite to ensure needs are met and equipment setup is functioning properly.
- Maintains a polished, professional image and ensures the team adheres to appearance guidelines.
- Promotes and reinforces a positive working environment centered on Encore core values.
- Hires, develops, leads, and motivates technicians and operational support staff.
- Promotes and drives professional development and training efforts to improve business acumen, technical knowledge, and service.
- Manages HR-related issues including performance management, salary administration, and training.
- Utilizes applicable company computer systems and software, ensuring team members are trained.
- Registers and recommends team members for additional training opportunities.
Requirements
- 4+ years of audio visual and customer service/hospitality experience.
- 2+ years of supervisory experience.
- Experience leading workflow and team members.
- Working knowledge of audio visual equipment in a live show environment.
- Proficiency with computer hardware.
- Proficiency with computer software and programs, including the Internet and Microsoft Office.
- Effective leadership abilities and customer satisfaction focus.
Skills
- Audio Visual Equipment
- Customer Service
- Hospitality
- Supervisory Experience
- Team Leadership
- Workflow Management
- Computer Hardware Proficiency
- Computer Software Proficiency
- Internet Proficiency
- Microsoft Office Proficiency
- Leadership
- Customer Satisfaction Focus
- Inventory Control
- Performance Management
- Upselling
Location
- Hotel/Convention Center Environment
Work Type
- Full-time
- Irregular Hours
- On-call Status
- Weekends
- Holidays
Experience Level
- 4+ years audio visual and customer service/hospitality experience
- 2+ years supervisory experience
Education Level
- High School Diploma required
- Bachelor's degree preferred
About the Company
- 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.
- 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.
Equal Opportunity
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.