Event Operations Supervisor, Audio Visual - The Peninsula 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. The Operations Supervisor may also participate in location administrative duties in support of onsite operations and for career development. This position reports to the DET, DOO, or Operations Manager.

Responsibilities

• Operations Management
  • Organizes the daily floor activities to ensure the timely setup, refresh, and removal of equipment.
  • Performs daily floor management, including directing the workflow of technicians and assisting management with suggestions for operational efficiencies.
  • Ensures flowsheets are updated and properly completed.
  • Works with the team to establish coordinated communications for the management of events.
  • 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 and needs of internal and external customers by following and upholding Encore’s Service Standards and Operational Excellence.
  • Maintains a positive relationship with all clients through effective communication.
  • Meets with guests on-site to ensure their needs are met and the equipment setup is working properly.
  • Monitors events and checks in on customers throughout the day.
• Training/Staff Development
  • Assists in training technicians on all floor activities.
  • Assists in training technicians on the venue’s operational standards and Encore’s service and operational standards.
  • Serves as a mentor for new hires by providing guidance and understanding of 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 as they arise.
  • 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

• Bachelor’s degree is preferred.
• 3-5 years of customer service or hospitality experience is preferred.
• 3-5 years of audio-visual experience is required.
• External applicants must meet/validate and achieve/complete all training and certifications required for this position within 60 days of the start date. View career path requirements.
• Internal applicants must meet/complete 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.

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

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

Physical Requirements

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

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

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.

• Warehouse

  Work is performed at event venues as well as in a warehouse environment. Team members must adhere to appearance guidelines as defined by Encore. When in the warehouse, work will be completed in an environment with exposure to outdoor temperatures and to dirt, sand, and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members may use high-end audio-visual equipment and electrical components. Working times may include irregular hours and on-call status, including days, evenings, weekends, and holidays.

Pay

Hourly Pay Range: $20.82 - $27.07. 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 factors including location, travel, relevant work experience, or particular skills and expertise. Some positions may be eligible for overtime, bonuses, or incentives.

Benefits

Encore is committed to providing the best benefits options for our employees and families. View 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. View details on our commitment to inclusivity and belonging.