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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 the overall goals of the organization through effective workforce and inventory cost control.
Responsibilities
- Manages the daily floor activities and workflow of technicians to ensure timely and accurate equipment and service delivery.
- Provides direct supervision of team members, including scheduling and timekeeping.
- Ensures client review and approval of billing, advising management of potential challenges.
- Ensures daily equipment sheets are updated and completed accurately.
- Manages inventory control procedures to maintain proper levels, safety, security, and quality assurance.
- Attends BEO, Pre-Cons, and pre-production meetings as needed.
- Delegates tasks appropriately.
- Reviews quotes and provides recommendations for cost efficiencies.
- 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 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 core values.
- Hires, develops, leads, and motivates a team of technicians and operational support staff.
- Drives professional development and training efforts to improve business acumen, technical knowledge, and service.
- Manages human resource issues including performance management, salary administration, and training.
- Effectively utilizes applicable company computer systems and software programs, 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.
- Ability to meet physical demands including sitting, standing, walking, stooping, crawling, kneeling, bending, reaching, climbing, and grasping.
- Ability to lift and carry frequently 0-50 lbs, and occasionally 51-100 lbs.
- Ability to push and pull frequently 0-50 lbs, and occasionally 51-100 lbs.
- Ability to meet auditory/visual requirements including close and distance vision, color vision, depth perception, and hearing.
- Ability to work in a hotel/convention center environment with moderate exposure to outdoor temperatures, dirt, sand, and dust.
- Ability to work in environments with moderate to noisy volumes.
- Ability to work with high-end audio-visual equipment and electrical components.
- Ability to work at heights via lifts and ladders.
- Ability to work in multiple hotel locations.
- Ability to work irregular hours, including days, evenings, weekends, and holidays.
- Ability to be on-call.
- Adherence to appearance guidelines.
Skills
- Customer Service
- Staff Leadership
- Performance Management
- Development
- Workforce Control
- Inventory Control
- Billing Review
- Upselling
- Client Relationship Management
- Team Motivation
- Professional Development
- Business Acumen
- Technical Knowledge
- Computer Systems Proficiency
- Audio Visual Equipment Knowledge
- Microsoft Office Proficiency
- Internet Proficiency
- Leadership
- Financial Acumen
Location
- Hotel
Work Type
- Full-time
- Onsite
Experience Level
- Supervisory
Education Level
- High School Diploma required
- Bachelor's degree preferred
About the Company
- Encore core values
Equal Opportunity
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.