Director, Event Technology I - Hilton Richmond Short Pump

About the Role

The Director, Event Technology (SNE) 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 role promotes high performance, accountability, and continuous improvement in the team and fosters a collaborative environment that values learning and a commitment to quality. This role manages fewer than two full-time team members, oversees venue revenue between $450k - $900k, and reports to an Area Director, Venues, Regional Director, Venues, or RVP, Venues.

Responsibilities

• Venue Partner Relationships
  • Develop and maintain strong relationships with clients at all levels of their organization and provide outstanding customer service while focusing on customer retention.
  • Service events and act as a point of escalation when needed.
  • Identify key issues and decision makers that will influence contract renewal and leverage all available internal resources to facilitate planning for renewing existing business.
  • Consult with Venue Sales Leadership on sales strategies.
  • Participate in business review presentations.
• Financial Management & Reporting
  • Drive results by managing an efficient and profitable operation with a focus on revenue maximization and profitability using cost control measures in accordance with company standard operating procedures.
  • Achieve financial goals for the location(s) by effectively managing labor, equipment sub-rentals, and other costs.
  • Understand and utilize operational and financial reports; complete standard and ad-hoc reports accurately and on time.
  • Utilize the company billing system to coordinate invoicing activities and ensure billing is reviewed and approved by clients.
  • Complete sales forecasts accurately and submit them on time.
  • Participate in business review presentations as needed, in collaboration with regional management.
  • Manage location P&L and develop action plans to address deficiencies or grow the business.
  • Confirm venue partners process all payments to Encore in a timely manner.
• Operations Management
  • Perform and direct daily floor operations including scheduling, equipment setups, operation, and strikes.
  • Ensure all equipment and services are delivered on time, in good working condition, and as specified by clients and the venue, 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 ensuring safety, security, and quality assurance of equipment.
  • Efficiently share labor and equipment within the local market.
  • Attend all operational venue meetings such as daily stand-up meetings with venue operations staff.
• Technical Ability
  • Understand the technical aspects of the job and apply basic to advanced troubleshooting and problem-solving skills to resolve equipment and software issues in a timely and professional manner.
  • Effectively utilize applicable company computer systems.
  • Act as the solo on-site technician for events, if necessary.
• Sales Management
  • Create effective 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.
  • Prepare and present quotes and proposals in a timely manner to customers, including those submitted through various booking systems.
  • Attend site visits, pre-conference planning meetings, and appropriate venue meetings 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 it into solution designs according to established profitability guidelines.
  • Attend customer meetings, understanding their goals and responding to their questions, concerns, and challenges.
  • Ensure all customer information is up-to-date and accurate in the Customer Relationship Management system (CRM).
  • Maintain knowledge of new product/service offerings and emerging technology supporting meetings and events.
  • Create and present information and reports related to performance, pipeline, and forecasting to senior management.
• Customer Service
  • Deliver World-Class Service by cultivating and maintaining relationships with customers, venue personnel, and various Encore supporting functions and departments.
  • Exceed the expectations and needs of internal and external customers.
  • Meet with guests on-site to ensure their needs are met and the equipment setup is accurate and working properly.
  • Monitor venues and check in on customers throughout the day.
  • Portray a polished and professional image according to the guidelines in the Employee Guide and/or venue standards, ensuring the team adheres to the same standards.
• People Development
  • Promote a culture of high performance, accountability, and continuous improvement that values learning and a commitment to quality.
  • Embrace and foster the company's Core Values.
  • Manage performance, address employee concerns, maintain adequate staffing levels, and facilitate team development.
  • Oversee 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, ensuring they are properly trained on company computer systems.
  • Recommend team members for training opportunities, as needed.
  • Ensure Encore's Diversity, Equity, and Inclusion (D,E &I) initiatives are implemented.

Qualifications

• Bachelor’s degree is preferred or equivalent experience.
• 3+ years of audio-visual experience.
• 1+ years of supervisory experience.
• 2+ 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.
• Must be able to successfully complete Level 3 Skills training.
• 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.

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

Physical Requirements

Team members must meet the following physical demands to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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 day
• Lifting Requirements
  • 0 - 15 lbs: Frequently
  • 16 - 50 lbs: Frequently
  • 51 - 100 lbs: Occasionally
  • Over 100 lbs: Occasionally
• Carrying Requirements
  • 0 - 15 lbs: Frequently
  • 16 - 50 lbs: Frequently
  • 51 - 100 lbs: Occasionally
  • Over 100 lbs: Occasionally
• 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: Frequently
  • 16 - 50 lbs: Frequently
  • 51 - 100 lbs: Occasionally
  • Over 100 lbs: Occasionally

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

Work Environment

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 may 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.

Pay

Salary Pay Range: $47,632.00 - $61,921.60. The compensation offered for this role is determined based on the qualifications outlined in the job posting for the