The Event Operations Manager oversees daily floor operations at a hotel and convention center venue, ensuring equipment and services are delivered on time and to client specifications. The role supervises technicians and operational support staff, managing scheduling, timekeeping, inventory control and billing approvals while driving client satisfaction and onsite upselling. It also covers people development, including hiring, training, performance management and salary administration for the team. The position reports to an Operations Director or Director of Event Technology at a location generating more than three million dollars in revenue, and works irregular hours including evenings, weekends and holidays.

Responsibilities

Manages the daily floor activities and workflow of technicians to ensure that all equipment and services are delivered on time, in good working condition and as specified by clients and the hotel.
Provides direct supervision of team members including scheduling and time keeping.
Ensures that billing is reviewed and approved by clients, and advises the Director and/or Sales Manager of any potential challenges.
Ensures that daily equipment sheets are updated and properly completed.
Manages inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment.
Attends BEO, Pre-Cons, and pre-production meetings as needed.
Delegates tasks as appropriate.
Reviews quotes and provides recommendations for cost efficiencies in accordance with the company’s standard operating procedures.
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 Encore properties and all vendors. Mentors Technicians to also provide this superior level of customer service.
Meets with guests’ onsite to ensure that their needs are met and the equipment setup is working properly.
Portrays a polished, professional image according to the guidelines in the Employee Guide and/or hotel standards and ensures the team adheres to the same standards.
Promotes and reinforces a positive working environment centered on Encore core values.
Hire, develop, lead and motivate a talented team of technicians and operational support staff.
Promote and drive professional development and training efforts to improve overall business acumen, technical knowledge and service to the field.
Manage human resource related issues including performance management, salary administration and training and development.
Effectively utilizes applicable company computer systems and software programs and ensure team members are properly trained.
Registers and recommends team members for additional training opportunities as needed.

Requirements

High School Diploma is required. Bachelor’s degree is preferred.
4+ years of audio visual and customer service/hospitality experience including 2+ years of supervisory experience.
Experience leading workflow and team members.
Working knowledge of audio visual equipment in a live show environment
Proficiency with the use of computer hardware
Proficiency with computer software and programs, including the Internet and Microsoft Office
Effective leadership abilities and customer satisfaction focus.

Event Operations Manager - Signia by Hilton Indianapolis Convention Center

Responsibilities

Requirements