Director, Event Technology (OEM) - Inn at Penn, Philadelphia

About the role

The Director, Event Technology (OEM) 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.

Responsibilities

• Develop and maintain strong relationships with clients at all levels of their organization and provide outstanding customer service while focusing on customer retention.
• Services events and act as a point of escalation when needed.
• Identify key issues and decision makers that will influence the contract renewal and leverage all available internal resources to facilitate the planning effort for renewing existing business.
• Consults with Venue Sales Leadership on sales strategies.
• Participates in business review presentations.
• 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.
• Manage location P & L and develop action plans to address deficiencies/grow the business.
• Attend all operational venue meetings such as daily stand up meetings with venue operations staff.
• Understand the technical aspects of the job and applies basic to advanced troubleshooting and problem solving skills to resolve equipment and software issues in a timely and professional manner.
• Effectively utilizes applicable company computer systems.
• Act as the solo on-site technician for events, if necessary.
• 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.
• Effectively prepare and present quotes and proposals in a timely manner to customers, including those submitted through www.encoreglobal.com, 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.
• Effectively 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.
• 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.
• Deliver World-Class Service by cultivating and maintaining relationships with customers, small venue personnel and various Encore supporting functions and departments.
• Monitor small venues and check in on customers throughout the day.
• Train employees on Encore standards for service and equipment, and ensures they are properly trained on company computer systems.
• Recommend team members for training opportunities, as needed.
• Ensure Encore's 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 (by Core Values)

• 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
  • Buils Effective Teams

Physical Requirements

• 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: 0 - 15 lbs*: Frequently
• Lifting: 16 - 50 lbs*: Frequently
• Lifting: 51 - 100 lbs: Occasionally
• Lifting: Over 100 lbs: Occasionally
• Carrying: 0 - 15 lbs*: Frequently
• Carrying: 16 - 50 lbs*: Frequently
• Carrying: 51 - 100 lbs: Occasionally
• Carrying: Over 100 lbs: Occasionally
• Auditory/Visual Requirements: Close Vision: Continuously
• Auditory/Visual Requirements: Distance Vision: Continuously
• Auditory/Visual Requirements: Color Vision: Frequently
• Auditory/Visual Requirements: Peripheral Vision: Occasionally
• Auditory/Visual Requirements: Depth Perception: Frequently
• Auditory/Visual Requirements: Hearing: Continuously
• Pushing/Pulling: 0 - 15 lbs*: Frequently
• Pushing/Pulling: 16 - 50 lbs*: Frequently
• Pushing/Pulling: 51 - 100 lbs*: Occasionally
• Pushing/Pulling: Over 100 lbs: Occasionally

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.

Paid Time Off

Encore is committed to providing the best benefits options for our employees and families. Click here to view the benefits options for our employees worldwide.

Inclusivity and Belonging

We pride ourselves on cultivating a welcoming culture where every individual is celebrated for their unique strengths and differences. Click here to view details on our commitment to inclusivity and belonging.

Early Career Development Programs

Encore is always looking for talented people who are passionate about creating memorable experiences that inspire change. Find out how you can jump-start your career in our dynamic industry.