Event Operations Manager - Marriott Marquis

Encore Global•Washington, DC

1d•Onsite

About The Position

The Event Operations Manager oversees floor operations to achieve service excellence, focusing on customer service, staff leadership, performance management, and development. The role supports organizational goals through effective workforce and inventory cost control and, at locations producing more than $3 million in revenue, reports directly to either an Operations Director or Director, Event Technology. The manager oversees daily technician workflow, scheduling, equipment and service delivery, billing review, equipment records, inventory control, and coordination with clients and hotel teams. The role also supports customer satisfaction and revenue through quote review, onsite service, and upselling. It includes hiring, developing, leading, and motivating technicians and operational support staff; managing performance, salary administration, training, and development; and ensuring employees are trained on applicable company systems and software. Work takes place in a hotel or convention center, potentially across multiple hotel locations. The environment may range from moderately quiet to noisy, with moderate exposure to outdoor temperatures, dirt, sand, or dust. The work involves high-end audio-visual equipment and electrical components and exposure to heights using lifts and ladders. Hours may be irregular and include on-call status, days, evenings, weekends, and holidays. Team members must follow Encore appearance guidelines for the hotel or area.

Requirements

High school diploma.
At least 4 years of audio-visual and customer service or hospitality experience, including at least 2 years of supervisory experience.
Experience leading workflow and team members.
Working knowledge of audio-visual equipment in a live show environment.
Proficiency using computer hardware.
Proficiency with computer software and programs, including the Internet and Microsoft Office.
Effective leadership abilities and a focus on customer satisfaction.
Ability to meet the physical demands described in the posting, with reasonable accommodations available for individuals with disabilities.
Ability to work irregular hours and on-call, including days, evenings, weekends, and holidays.
Ability to work in a hotel or convention center environment, potentially at multiple hotel locations, and to work around audio-visual equipment, electrical components, lifts, and ladders.

Nice To Haves

Bachelor's degree.

Responsibilities

Manage daily floor activities and technician workflow to ensure equipment and services are delivered on time, in good working condition, and as specified by clients and the hotel.
Directly supervise team members, including scheduling and timekeeping.
Ensure billing is reviewed and approved by clients, and advise the Director and/or Sales Manager of potential challenges.
Ensure daily equipment sheets are updated and properly completed.
Manage inventory control procedures to maintain appropriate inventory levels and equipment safety, security, and quality assurance.
Attend BEO, pre-con, and pre-production meetings as needed, and delegate tasks as appropriate.
Review quotes and recommend cost efficiencies in accordance with company standard operating procedures.
Supervise and mentor operational staff to support client satisfaction and revenue maximization through onsite upselling.
Build effective working relationships with internal and external clients, team members, neighboring Encore properties, and vendors to provide outstanding customer service.
Meet with guests onsite to ensure their needs are met and equipment setups are working properly.
Maintain a polished, professional image in accordance with Employee Guide and hotel standards, and ensure the team follows those standards.
Promote a positive work environment centered on Encore core values.
Hire, develop, lead, and motivate technicians and operational support staff.
Promote professional development and training to improve business acumen, technical knowledge, and service.
Manage human resources matters, including performance management, salary administration, and training and development.
Use applicable company computer systems and software, ensure team members are trained to use them, and recommend or register team members for additional training as needed.