Director, Event Technology II - The Ritz-Carlton New York, NoMad

Position OverviewThe Director, Event Technology II (DET II) is responsible for achieving the revenue and profitability goals of an assigned location(s). This position ensures the team delivers World-Class service while cultivating and maintaining relationships with key venue personnel to enhance the overall business relationship with the venue. The DET promotes high performance, accountability and continuous improvement in the team and fosters a collaborative environment that values learning and a commitment to quality. The DET II will manage venue revenues between $900k - $3.75M and will report to the Area Director, Venues or RVP, Venues.Key Job ResponsibilitiesFinancial Management and Reporting• Drive Results by managing an efficient and profitable operation with a focused approach on revenue maximization and profitability using cost control measures in accordance with the company’s standard operating procedures.• Achieve Encore’s financial goals for the location(s) by effectively managing labor, equipment sub-rentals and other costs.• Understand and utilize operational and financial reports and completes standard and ad hoc reports accurately and on time.• Utilize the Company billing system to coordinate invoicing activities and makes certain that billing is reviewed and approved by clients.• See the Big Picture by completing the sales forecast at home location, ensuring they are accurate and submitted timely.• Participate in business review presentations as needed, in collaboration with regional management.• Review and manage location P & L and develops action plans to address deficiencies/grow the business• Confirms venue partners process all payments to Encore in a timely basis.Operations Management• Perform daily floor operations including scheduling and equipment setups, operation, and strikes. Assist on the floor as needed.• Ensure that all equipment and services are delivered on time, in good working condition and as specified by clients and the venue, and in accordance with brand standards.• Anticipate equipment challenges and changes in a timely and professional manner.• Use inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment.• See the Big Picture by efficiently sharing labor and equipment within the local market.• Attend all operational venue meetings such as daily stand-up meetings with venue operations staff.Sales Management• Work with Regional Sales Director to create effective sales strategies to maximize revenue per-event for assigned customers including upsell and cross-sell opportunities.• Prepare and deliver compelling presentations that convey the value of Encore and effectively solve customer challenges.• Effectively prepare and present quotes and proposals in a timely manner to customers, including those submitted through venue booking system, or other sources as assigned.• Attend site visits, pre-conference planning meetings, and appropriate venue meetings as necessary to support the customer event experience.• Collaborate with vendors and other departments/divisions of the company to capture and service events.• Understand event cost structure and incorporate into solution designs according to established profitability guidelines.• Attend customer meetings, understanding their goals and responding to their questions, concerns, and challenges.• Do the Right Thing by ensuring all customer information is up to date and accurate in the Customer Relationship Management system (CRM) at all times.• Maintain knowledge of new product/service offerings and emerging technology supporting meetings and events.• Create and present information and reports, as needed, to senior management related to performance, pipeline, forecasting, etc.Customer Service• Deliver World-Class Service by cultivating and maintaining relationships with customers, venue personnel and various Encore supporting functions and departments.• Position will have oversight to personnel to assist with event execution.• Exceed the expectations and needs of internal and external customers.• Meet with guests on site to confirm that their needs are met, and the equipment setup is accurate and working properly.• Monitor small to medium size events and check in on customers throughout the day.• Enforce the guidelines in the Employee Guide and/or venue standards for the team to portray a polished and professional image.Technical Ability• Understand and oversees the technical aspects of the job and applies basic to advanced troubleshooting and problem-solving skills to guide technicians in resolving equipment and software issues in a timely and professional manner.• Effectively utilizes applicable company computer systems.• Act as on-site technical expert as needed for events.• Assist on the floor with operations as needed.People Development• Value People by promoting a culture of high performance, accountability and continuous improvement that values learning and a commitment to quality.• Manage performance, addresses employee concerns, maintains adequate staffing levels, and facilitates team development.• Manage the human resources activities including selection, performance management, and learning.• Provide focused and continued coaching to develop the skills of team members.• Train employees on Encore standards for service and equipment, and verifies they are properly trained on company computer systems.• Recommend team members for training opportunities, as needed.Job Qualifications• Bachelor’s degree is preferred or equivalent experience. • 3+ years of audio-visual experience.• 2+ years of operations/supervisory experience.• 3+ years of customer service or hospitality experience is preferred.• Sales experience is a plus.• 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. • A valid driver’s license is required for team members who may operate Company vehicles.CompetenciesDeliver World Class Service• HospitalityDo The Right Thing• CourageDrive Results• Optimizes & Aligns WorkSee The Big Picture• Strategic MindsetValue People• Organizational Savvy• Values Diversity• Develops TalentFor 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 ( Physical RequirementsTeam members must be able to meet the physical demands above in order to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequency options consist of: Continuously, Frequently, Occasionally and Never.General Physical Activities• Sitting: 2-3 hours per day• Standing: 4-5 hours per day• Walking: 4-5 hours per day• Stooping: 2-3 hours per day• Crawling: 2-3 hours per day• Kneeling: 2-3 hours per day• Bending: 2-3 hours per day• Reaching (above your head): 2-3 hours per day• Climbing: 0-1 hour per day• Grasping: 4-5 hours per dayLifting Requirements• 0 - 15 lbs*: Frequently• 16 - 50 lbs*: Frequently• 51 - 100 lbs: Occasionally• Over 100 lbs: OccasionallyCarrying Requirements• 0 - 15 lbs*: Frequently• 16 - 50 lbs*: Frequently• 51 - 100 lbs: Occasionally• Over 100 lbs: OccasionallyAuditory/Visual Requirements• Close Vision: Continuously• Distance Vision: Continuously• Color Vision: Frequently• Peripheral Vision: Occasionally• Depth Perception: Frequently• Hearing: ContinuouslyPushing/Pulling Requirements• 0 - 15 lbs*: Frequently• 16 - 50 lbs*: Frequently• 51 - 100 lbs*: Occasionally• Over 100 lbs: OccasionallyNote: The physical requirements marked with an asterisk () indicate activities performed without assistance.* Work EnvironmentHotelWork 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.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.Job SummaryRequisition Number: DIREV045357Job Category: Ops - GeneralSchedule: Full-Time