Event Operations Supervisor, Audio Visual InterContinental Cleveland

Position Overview

The Operations Supervisor leads floor operations with a focus on customer service staff leadership and development. The Operations Supervisor directly leads the technical team to ensure operational efficiencies and customer satisfaction. This role may also participate in location administrative duties in support of onsite operations and for career development. This position reports to the DET DOO or Operations Manager.

Key Job Responsibilities

Operations Management

Organizes the daily floor activities to ensure the timely set up refresh and removal of equipment.

Performs daily floor management including directing the workflow of technicians and assisting management with suggestions for operational efficiencies to venue management and Workforce.

Ensures flowsheets are updated and properly completed.

Works with team to establish coordinated communications for the management of events.

Attends venue meetings as needed (examples: daily banquet event order meetings pre and post conferences).

Customer Service

Provides excellent service and strives to exceed the expectations and needs of internal and external customers by following and upholding Encores Service Standards and Operational Excellence through the modeling of proper behavior and adherence to Encore procedures.

Maintains a positive relationship with all clients through effective communication.

Meets with guests on site to ensure that their needs are met and the equipment setup is working properly.

Monitors events and checks in on customers throughout the day.

Training/Staff Development

Assists in training technicians on all floor activities.

Assists in training technicians on the venues operational standards and Encores service and operational standards.

Serves as a mentor for new hires by providing guidance and understanding of the technician career journey.

Models and reinforces a positive working environment centered around company values.

Event Technology

Responsible for accurate and timely setup operation and breakdown of intermediate audiovisual equipment.

Troubleshoot technical issues and resolve problems quickly as they arise.

Complies with all Company security and safety measures.

Ensures equipment is secure from theft and/or damage when in use.

Performs preventative maintenance on equipment to keep it presentable and in good working condition.

Leads the team in proper security storage transportation and maintenance of equipment.

Participates in physical inventory count processes as requested.

Job Qualifications

Bachelors degree is preferred.

3-5 years of customer service or hospitality experience is preferred.

3-5 year of audio-visual experience is required.

External applicants must meet/validate and achieve/complete all training and certifications required for this position within 60 days of start date. For technical external requirements view our career path at and career path or the direct link below â Internal applicants must meet/complete all training and certification requirements as determined by Encores Global Learning Training Program in their current position and for the position they are applying to. Navigate to Connect HR Recruiting and Internal Employee Resources to review technical requirements.

Knowledge of technical theory.

Advanced problem-solving skills.

Experience leading workflow and team members.

A valid drivers license is required for team members in positions that may operate Company vehicles.

Additional DOT requirement may need to be met if applicable.

Must be able to lift 50 lbs.

Competencies

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

For more information on our Competency Group refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link ( Requirements

Team members must be able to meet the physical demands outlined below to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The frequency options are: Continuously Frequently Occasionally and Never.

Physical Activities

Sitting: 2-3 Hours

Standing: 4-5 Hours

Walking: 4-5 Hours

Stooping: 2-3 Hours

Crawling: 2-3 Hours

Kneeling: 2-3 Hours

Bending: 2-3 Hours

Reaching (above your head): 2-3 Hours

Climbing: 0-1 Hours

Grasping: 4-5 Hours

Lifting Requirements

0 - 15 lbs*: Continuously

16 - 50 lbs*: Frequently

51 - 100 lbs: Occasionally

Over 100 lbs: Occasionally

Carrying Requirements

0 - 15 lbs*: Continuously

16 - 50 lbs*: Frequently

51 - 100 lbs: Occasionally

Over 100 lbs: Never

Auditory/Visual Requirements

Close Vision: Continuously

Distance Vision: Continuously

Color Vision: Frequently

Peripheral Vision: Occasionally

Depth Perception: Frequently

Hearing: Continuously

Pushing/Pulling Requirements

0 - 15 lbs*: Continuously

16 - 50 lbs*: Frequently

51 - 100 lbs*: Frequently

Over 100 lbs: Occasionally

Note: The physical requirements marked with an asterisk () indicate activities performed without assistance.*

Work Environment

Hotel

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. Working times will include irregular hours and on-call status including days evenings weekends and holidays. 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.

Warehouse

Work is performed at event venues as well as in a warehouse environment. Team members must adhere to appearance guidelines as defined by Encore based in a warehouse environment and when traveling on an individual venue or a representation of venues in that city or area. When in the Warehouse work will be completed in an environment with exposure to outdoor temperatures and to dirt sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members may use high-end audio-visual equipment and electrical components. Working times may include irregular hours and on-call status including days evenings weekends and holidays.

The above information on this description is not necessarily an exhaustive list of all responsibilities duties skills efforts requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

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Required Experience:

Manager