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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 delivery of equipment and services.
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 recommends cost efficiencies per company standards.
Supervises and mentors operational staff to ensure client satisfaction and revenue maximization via onsite upselling.
Establishes excellent working relationships with internal and external clients, team members, 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 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.
Utilizes company computer systems and software, ensuring team members are trained.
Registers and recommends team members for additional training opportunities.

Requirements

High School Diploma required; Bachelor's degree preferred.
4+ years of audio visual and customer service/hospitality experience, including 2+ years of supervisory experience, OR completion of Encore’s Accelerations Development Operations Program (ADOP).
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
Customer Service
Hospitality
Supervisory Experience
Team Leadership
Workflow Management
Inventory Control
Performance Management
Microsoft Office
Internet Proficiency

Location

Hotel/Convention Center Environment

Work Type

Full-time
Irregular hours
On-call status
Weekends
Holidays

Experience Level

2+ years supervisory experience
4+ years audio visual and customer service/hospitality experience

Education Level

High School Diploma
Bachelor's Degree Preferred

Salary/Compensations

$55,000 - $70,000

Benefits

Potential overtime
Bonuses
Incentives

About the Company

We use artificial intelligence (AI) tools to help screen and/or assess applications for this role. These tools analyze information you provide (for example, your résumé or answers to questions using the chat to apply feature) to support our hiring team’s review. All hiring decisions include human judgment.

Equal Opportunity

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