Event Operations Manager - Chicago Marriott Downtown Magnificent Mile

Encore Global•Chicago, IL

13d•$48,776 - $63,409•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. At locations producing more than three million dollars in revenue, the position reports directly to an Operations Director or Director, Event Technology. Work takes place in a hotel or convention center environment and may involve multiple hotel locations, irregular hours, and on-call status.

Requirements

High school diploma required.
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 with computer hardware.
Proficiency with computer software and programs, including the Internet and Microsoft Office.
Effective leadership abilities and a focus on customer satisfaction.

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 completed correctly.
Manage inventory control procedures to maintain appropriate stock levels and ensure equipment safety, security, and quality.
Attend BEO, pre-con, and pre-production meetings as needed.
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; provide outstanding customer service and mentor technicians to do the same.
Meet with guests onsite to confirm their needs are met and equipment setups are working properly.
Maintain a polished, professional image and ensure the team follows applicable employee and hotel standards.
Promote a positive working 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, and ensure team members are properly trained.
Register and recommend team members for additional training opportunities as needed.