Event Operations Manager - Chicago Marriott Downtown Magnificent Mile

Encore Global•Chicago, IL

12d•Onsite

About The Position

The Event Operations Manager oversees floor operations to achieve service excellence, with a focus on customer service, staff leadership, performance management, and development. The role supports organizational goals through effective workforce and inventory cost control. It reports directly to an Operations Director or, at locations producing more than $3 million in revenue, a Director of Event Technology. The manager leads daily technician workflow, supervises and develops operational staff, ensures timely and accurate delivery of equipment and services, oversees inventory and billing processes, and supports client satisfaction and revenue maximization. The role includes working with guests and internal and external partners, participating in event planning meetings, and maintaining company and hotel appearance standards. Work takes place in a hotel or convention center and may involve multiple hotel locations. Conditions range from moderately quiet to noisy, with moderate exposure to outdoor temperatures and to dirt, sand, or dust. The role involves using high-end audiovisual equipment and electrical components, exposure to heights via lifts and ladders, and irregular hours, on-call status, evenings, weekends, and holidays.

Requirements

High school diploma required.
At least 4 years of audiovisual and customer service or hospitality experience, including at least 2 years of supervisory experience.
Experience leading workflow and team members.
Working knowledge of audiovisual 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 preferred.

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 ensure equipment safety, security, and quality assurance.
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.
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 the same 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-resource-related matters, including performance management, salary administration, 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.