Overview In this role you manage floor operations for technical teams in a hotel/convention setting, driving service excellence and efficient workflow. You lead staff, oversee performance and development, and control inventory and costs to meet organizational goals. You will collaborate with clients, hotel teams, and Encore properties to ensure equipment is ready and functioning and to maximize onsite value. This is a hands-on leadership role in a dynamic live-event environment with a focus on customer satisfaction and operational integrity.
Responsibilities- Oversee daily floor activities and technician workflow to ensure on-time, high-quality service per client specifications
- Direct supervision of staff including scheduling and timekeeping
- Review client billing and flag challenges to Director/ Sales Manager
- Maintain and update daily equipment sheets; manage inventory control for safety and quality
- Attend BEO, Pre-Cons, and pre-production meetings as needed; delegate tasks appropriately
- Review quotes for cost efficiencies and provide recommendations aligned with SOPs
- Mentor and supervise operational staff to maximize client satisfaction and onsite upselling
- Foster excellent relationships with clients, vendors, and related Encore properties; ensure professional service
- Meet with guests onsite to ensure needs are met and equipment works properly
- Maintain professional appearance and enforce standards across the team
Key requirements- High School Diploma required; Bachelor's degree preferred
- 4+ years in audio visual and customer service/hospitality experience including 2+ years supervisory experience
- Experience leading workflow and teams
- Working knowledge of audio visual equipment in live shows
- Proficiency with computer hardware and MS Office; computer software and Internet skills
- Strong leadership and customer satisfaction focus
- customer focus
- leadership and team motivation
- problem solving and decision making
- audio visual equipment for live events
- inventory management
- billing review and client coordination
