Operations Manager, Audio Visual - Conrad New York Downtown

About the role

Manages floor operations to achieve service excellence with a focus on customer service, staff leadership, performance management and development. Achieves the overall goals of the organization through effective workforce and inventory cost control. Reports directly to an Operations Director or Director, Event Technology at locations generating more than three million dollars in revenue.

Responsibilities

• Manage daily floor activities and workflow of technicians to ensure equipment and services are delivered on time, in good condition, and as specified by clients and the hotel.
• Provide direct supervision of team members, including scheduling, time‑keeping, and performance management.
• Review and approve client billing; advise the Director and/or Sales Manager of potential challenges.
• Maintain and update daily equipment sheets.
• Control inventory to maintain proper levels while ensuring safety, security, and quality assurance of equipment.
• Attend BEO, pre‑cons, and pre‑production meetings as needed; delegate tasks appropriately.
• Review quotes and recommend cost‑efficiencies in line with standard operating procedures.
• Supervise and mentor operational staff to maximize client satisfaction and revenue through onsite upselling.
• Provide outstanding customer service and build strong relationships with internal and external clients, neighboring Encore properties, and vendors.
• Mentor technicians to deliver superior service and meet guest needs on‑site.
• Promote a polished, professional image and ensure team adherence to employee guide and hotel standards.
• Foster a positive work environment centered on Encore core values; hire, develop, lead, and motivate a talented team.
• Drive professional development and training to improve business acumen, technical knowledge, and field service.
• Manage HR issues including performance management, salary administration, and training.
• Utilize company computer systems and software; ensure team members are properly trained.
• Identify and recommend additional training opportunities for team members.

Requirements

• High School Diploma required; Bachelor’s degree preferred.
• 4+ years of audio‑visual and customer service/hospitality experience, including 2+ years of supervisory experience.
• Experience leading workflow and team members in a live‑show environment.
• Working knowledge of audio‑visual equipment used in live productions.
• Proficiency with computer hardware and software, including the Internet and Microsoft Office.
• Effective leadership abilities with a strong focus on customer satisfaction.

Skills

• Operations management
• Audio‑visual equipment handling
• Team leadership and staff development
• Customer service excellence
• Inventory control and quality assurance
• Performance management and scheduling
• Event technology coordination
• Hospitality management
• Microsoft Office proficiency
• Technical troubleshooting
• Budgeting and revenue maximization
• Client relations and upselling
• Safety compliance

Physical Requirements

• Sitting: 2‑3 hours per day
• Standing: 3‑4 hours per day
• Walking: 3‑4 hours per day
• Stooping, crawling, kneeling, bending, reaching (above head): up to 1 hour per day each
• Climbing: up to 1 hour per day
• Grasping: up to 1 hour per day
• Lifting 0‑15 lb: frequently; 16‑50 lb: frequently; 51‑100 lb: occasionally; over 100 lb: occasionally
• Carrying same weight ranges as lifting
• Hearing: continuously
• Vision: close, distance, color, peripheral, depth perception – frequently to occasionally
• Pushing/Pulling 0‑15 lb: frequently; 16‑50 lb: frequently; 51‑100 lb: occasionally; over 100 lb: occasionally

Work Environment

Work is performed in a hotel/convention‑center setting with moderate exposure to outdoor temperatures, dirt, sand, and dust. Noise levels range from moderately quiet to loud. Employees use high‑end audio‑visual equipment, electrical components, and may work at heights using lifts and ladders. Assignments may span multiple hotel locations. Hours include irregular schedules and on‑call status covering days, evenings, weekends, and holidays. Appearance must follow Encore’s guidelines for each property.

Pay

Compensation ranges from $66,000 to $75,000 per year. Full‑time, on‑site position.

Schedule

Irregular hours with on‑call responsibilities; work may include days, evenings, weekends, and holidays.