Director, Event Technology (OEM) - Tropicana, Atlantic City

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.
• Complete 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.
• Manage location P & L and develop action plans to address deficiencies/grow the business.
• Confirm venue partners process all payments to Encore in a timely basis.
• Perform and direct daily floor operations including scheduling and equipment setups, operation, and strikes.
• 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 to 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.
• Efficiently share labor and equipment within the local market.
• 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.
• 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.
• Cultivate and maintain relationships with customers, small venue personnel and various Encore supporting functions and departments.
• 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.
• Promote 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.
• 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.

Requirements

• 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.

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.

Skills

• Understanding of audio-visual equipment in a live show environment
• Basic to advanced troubleshooting and problem solving skills
• Effective leadership abilities
• Customer satisfaction focus
• Ability to manage a team
• Ability to manage finances
• Ability to manage equipment and inventory
• Ability to manage customer relationships
• Ability to manage operations
• Ability to manage performance
• Ability to manage training
• Ability to manage diversity and inclusion initiatives

Benefits

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. 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.

Pay

Hourly Pay Range: $22.09 - $29.77 The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise.

Schedule

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.