Event Operations Manager - Marriott Marquis Chicago
About the role
This position manages floor operations to achieve service excellence with a focus on customer service, staff leadership, performance management and development. It reports directly to either an Operations Director or Director, Event Technology at locations producing greater than three million dollars in revenue.
Responsibilities
- Manages the daily floor activities and workflow of technicians to ensure that all equipment and services are delivered on time, in good working condition and as specified by clients and the hotel.
- Provides direct supervision of team members including scheduling and time keeping.
- Ensures that billing is reviewed and approved by clients, and advises the Director and/or Sales Manager of any potential challenges.
- Ensures that daily equipment sheets are updated and properly completed.
- Manages inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment.
- Attends BEO, Pre-Cons, and pre-production meetings as needed.
- Delegates tasks as appropriate.
- Reviews quotes and provides recommendations for cost efficiencies in accordance with the company’s standard operating procedures.
- Supervises and mentors operational staff to ensure client satisfaction and revenue maximization via onsite upselling.
- Provides outstanding customer service by establishing excellent working relationships with internal and external clients, team members, neighboring Encore properties and all vendors. Mentors Technicians to also provide this superior level of customer service.
- Mets with guests’ onsite to ensure that their needs are met and the equipment setup is working properly.
- Presents a polished, professional image according to the guidelines in the Employee Guide and/or hotel standards and ensures the team adheres to the same standards.
Qualifications
- High School Diploma is required. Bachelor’s degree is preferred.
- 4+ years of audio visual and customer service/hospitality experience including 2+ years of supervisory experience.
- Experience leading workflow and team members.
- 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.
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
- Buils Effective Teams
Physical Requirements
- Sitting: 2-3 hours per day
- Standing: 3-4 hours per day
- Walking: 3-4 hours per day
- Stooping: 0-1 hour per day
- Crawling: 0-1 hour per day
- Kneeling: 0-1 hour per day
- Bending: 0-1 hour per day
- Reaching (above your head): 0-1 hour per day
- Climbing: 0-1 hour per day
- Grasping: 0-1 hour 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: Frequently
- Distance Vision: Frequently
- 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
Work Environment
The 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.
Salary Pay Range
$48,776.00 - $63,409.00
Benefits
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Inclusivity and Belonging
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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.