Sr Director, Event Technology I - Hilton San Diego Bayfront

About the role

The Senior Director, Event Technology is responsible for directing the sales and operations leadership teams to achieve 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 leaders to enhance the overall business relationship. The role promotes high performance, accountability, and continuous improvement, fostering a collaborative environment that values learning and a commitment to quality. This position manages venue(s) with $8M - $20M in revenue and reports to a Regional Director, Venues or an RVP, Venues.

Responsibilities

• Venue Partner Relationships
  • Develop and maintain strong relationships with clients at all levels of their organization and provide outstanding customer service while focusing on customer retention.
  • Service high-profile/visibility events and act as a point of escalation when needed.
  • Establish and maintain valuable industry relationships (e.g., venue hotel management, Production/EXPO).
  • Identify key issues and decision-makers that will influence contract renewal and leverage internal resources to facilitate planning for renewing existing business.
  • Create and participate in business review presentations.
  • Identify new opportunities for revenue streams and select services, partnering with regional leadership.
• Financial Management & Reporting
  • Drive results by managing an efficient and profitable operation with a focus on revenue maximization and cost control in accordance with company standard operating procedures.
  • Support the achievement of Encore’s financial goals by ensuring collaboration between Sales and Operations leadership teams.
  • Train and direct Operations, Sales Directors, and Managers to complete standard and ad hoc reports.
  • Complete and analyze reports and budgets to effectively manage the business.
  • Enforce the utilization of the company billing system, coordination of invoicing activities, and ensure billing is reviewed and approved by clients.
  • Collaborate with regional leadership during the Operations Planning Process.
  • Review location P&L and develop action plans to address deficiencies and grow the business.
  • Confirm venue partners process all payments to Encore on a timely basis.
• Operations Management
  • Plan and execute events according to Production Standards.
  • Hold the Operations Director and/or select services team accountable for managing daily floor operations, including scheduling, equipment setups, operation, and strikes in accordance with brand standards.
  • Direct and support the operations team to use inventory control procedures to maintain proper inventory levels while ensuring safety, security, and quality assurance of equipment.
  • Analyze schedules and available labor and equipment resources, making recommendations for labor and equipment sharing within local markets.
  • Ensure an Encore management presence at all venue meetings, such as daily stand-ups or sales meetings.
  • Meet with Operations Leadership to review upcoming events, problem-solving, operational feasibility, and budgets.
  • Collaborate with Select Services regional management teams when necessary.
  • Perform duties aligned with running a successful independent business.
  • Accountable for the successful completion of total budgeted revenue.
• Technical Ability
  • Act as a resource or point of escalation for technical support for the sales and operations leadership team.
  • Ensure staff understands the technical aspects of the job.
  • Effectively utilize applicable company computer systems.
• Equipment & Information Management
  • Ensure the team manages the security of stored gear, transportation, and maintenance of equipment at locations.
  • Provide analysis of equipment needs for locations and partner with regional leadership and Product Management to establish proper CAPEX submission.
  • Ensure the management team effectively utilizes all company computer systems and software programs, providing assistance when necessary.
  • Improve efficiencies within assigned venues through shared workforce, equipment, and industry knowledge.
  • Utilize company systems for site visit reviews to ensure location adherence to Standard Operating Procedures (SOPs) and appropriate business practices.
• Customer Service
  • Deliver World-Class Service by cultivating and maintaining relationships with customers, venue personnel, and various Encore supporting functions and departments.
  • Direct the team to exceed the expectations and needs of internal and external customers.
  • Ensure the team monitors events and checks in on customers throughout the day.
  • Enforce the guidelines in the Team Member Guidebook and/or venue standards for the team to portray a polished and professional image.
• People Development
  • Embrace and foster the company's Core Values.
  • Promote a culture of high performance, accountability, and continuous improvement that values learning and a commitment to quality.
  • Direct and manage performance, address employee concerns, maintain adequate staffing levels, and facilitate team development.
  • Navigate the union labor market and associated management dynamics, where applicable.
  • Lead and manage human resources activities including selection, performance management, employee engagement, and learning.
  • Encourage and provide focused and continued mentoring and coaching to develop the skills of team members.
  • Verify that employees are trained on Encore standards for service and equipment and properly trained on company computer systems.
  • Review succession planning to prepare strong talent bench strength.
  • Recommend team members for training opportunities, as needed.
  • Ensure all safety practices are being followed.
  • Partner with regional leadership and HR to analyze team member engagement survey data; develop action plans to address priority issues and ensure action plans are deployed and producing positive changes.
  • Ensure Encore's DEI initiatives are implemented.

Qualifications

• Bachelor’s degree is preferred or equivalent experience.
• 7+ years of audio-visual experience.
• 7+ years of operations supervisory/management experience.
• 5+ years of customer service or hospitality experience is preferred.
• Effective relationship management skills and experience.
• Strong financial acumen, Sales Planning, Forecasting & CRM.
• Excellent written and oral communication and presentation skills.
• Ability to support growth initiatives.
• Proficiency with computer hardware and software, including the Internet and Microsoft Office.
• Effective leadership abilities, customer satisfaction, and people development focus.

Competencies

• Deliver World Class Service
• Hospitality
• Do The Right Thing
• Courage
• Drive Results
• Optimizes & Aligns Work
• See The Big Picture
• Strategic Mindset
• Value People
• Organizational Savvy
• Values Diversity
• Develops Talent

Physical Requirements

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

• General Physical Activities
  • Sitting: 2-3 hours per day
  • Standing: 4-5 hours per day
  • Walking: 4-5 hours per day
  • Stooping: 0-1 hours per day
  • Crawling: 0-1 hours per day
  • Kneeling: 0-1 hours per day
  • Bending: 0-1 hours per day
  • Reaching (above your head): 2-3 hours per day
  • Climbing: 0-1 hour per day
  • Grasping: 4-5 hours per day
• Lifting Requirements
  • 0 - 15 lbs: Frequently
  • 16 - 50 lbs: Occasionally
  • 51 - 100 lbs: Occasionally
  • Over 100 lbs: Occasionally
• Carrying Requirements
  • 0 - 15 lbs: Frequently
  • 16 - 50 lbs: Occasionally
  • 51 - 100 lbs: Occasionally
  • Over 100 lbs: Occasionally
• 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: Frequently
  • 16 - 50 lbs: Occasionally
  • 51 - 100 lbs: Occasionally
  • Over 100 lbs: Occasionally

*The physical requirements marked with an asterisk indicate activities performed without assistance.

Work Environment

• Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand, and/or dust.
• Working conditions vary between moderately quiet to noisy volumes.
• Team members will use high-end audio-visual equipment and electrical components and may be exposed to heights via lifts and ladders.
• Team members may be asked to work in multiple hotel locations.
• Working times 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 representation of hotels in that city or area.

Pay

Salary Pay Range: $80,926.0