Event Operations Supervisor, Audio Visual - The Langham Chicago

About the Role

The Operations Supervisor leads floor operations with a focus on customer service, staff leadership, and development. This role directly leads the technical team to ensure operational efficiencies and customer satisfaction. It may also participate in location administrative duties in support of onsite operations and for career development.

Responsibilities

• Operations Management
  • Organizes daily floor activities to ensure timely setup, refresh, and removal of equipment.
  • Performs daily floor management, including directing the workflow of technicians and suggesting operational efficiencies to venue management and Workforce.
  • Ensures flowsheets are updated and properly completed.
  • Works with the team to establish coordinated communications for event management.
  • Attends venue meetings as needed (e.g., daily banquet event order meetings, pre- and post-conferences).
• Customer Service
  • Provides excellent service and strives to exceed the expectations of internal and external customers by following Encore’s Service Standards and Operational Excellence.
  • Maintains positive relationships with clients through effective communication.
  • Meets with guests on-site to ensure their needs are met and equipment setup is functioning properly.
  • Monitors events and checks in on customers throughout the day.
• Training/Staff Development
  • Assists in training technicians on all floor activities and venue operational standards.
  • Serves as a mentor for new hires by providing guidance on the technician career journey.
  • Models and reinforces a positive working environment centered around company values.
• Event Technology
  • Responsible for accurate and timely setup, operation, and breakdown of intermediate audiovisual equipment.
  • Troubleshoots technical issues and resolves problems quickly.
  • Complies with all company security and safety measures.
  • Ensures equipment is secure from theft and/or damage when in use.
  • Performs preventative maintenance on equipment to keep it presentable and in good working condition.
  • Leads the team in proper security, storage, transportation, and maintenance of equipment.
  • Participates in physical inventory count processes as requested.

Requirements

• 3-5 years of audio-visual experience is required.
• 3-5 years of customer service or hospitality experience is preferred.
• Bachelor’s degree is preferred.
• External applicants must meet, validate, and complete all required training and certifications within 60 days of the start date. View career path requirements.
• Internal applicants must meet all training and certification requirements as determined by Encore’s Global Learning Training Program.
• Knowledge of technical theory and advanced problem-solving skills.
• Experience leading workflow and team members.
• A valid driver’s license is required for positions that may operate company vehicles; additional DOT requirements may apply.
• Must be able to lift 50 lbs.

Skills

• 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

For more information, refer to the Competency Based Talent Management page.

Physical Requirements

• Physical Activities
  • Sitting: 2-3 Hours
  • Standing: 4-5 Hours
  • Walking: 4-5 Hours
  • Stooping: 2-3 Hours
  • Crawling: 2-3 Hours
  • Kneeling: 2-3 Hours
  • Bending: 2-3 Hours
  • Reaching (above your head): 2-3 Hours
  • Climbing: 0-1 Hours
  • Grasping: 4-5 Hours
• Lifting Requirements
  • 0 - 15 lbs: Continuously
  • 16 - 50 lbs: Frequently
  • 51 - 100 lbs: Occasionally
  • Over 100 lbs: Occasionally
• Carrying Requirements
  • 0 - 15 lbs: Continuously
  • 16 - 50 lbs: Frequently
  • 51 - 100 lbs: Occasionally
  • Over 100 lbs: Never
• 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: Continuously
  • 16 - 50 lbs: Frequently
  • 51 - 100 lbs: Frequently
  • Over 100 lbs: Occasionally

Note: Activities marked with an asterisk (*) indicate tasks performed without assistance.

Work Environment

• Hotel/Convention Center
  • Moderate exposure to outdoor temperatures, dirt, sand, and/or dust.
  • Working conditions vary from moderately quiet to noisy volumes.
  • Exposure to heights via lifts and ladders.
  • Irregular hours, including days, evenings, weekends, holidays, and on-call status.
  • Adherence to appearance guidelines as defined by Encore.
• Warehouse
  • Exposure to outdoor temperatures, dirt, sand, and/or dust.
  • Working conditions vary from moderately quiet to noisy volumes.
  • Use of high-end audiovisual equipment and electrical components.
  • Irregular hours, including days, evenings, weekends, holidays, and on-call status.
  • Adherence to appearance guidelines as defined by Encore.

Pay

Hourly pay range: $20.82 - $27.07. Compensation is determined based on qualifications, location, relevant work experience, and skills. Some positions may be eligible for overtime, bonuses, or incentives.

Benefits

Encore offers comprehensive benefits options for employees and their families. View benefits options.

Encore is committed to a welcoming culture that celebrates unique strengths and differences. View details on inclusivity and belonging.