Event Operations Manager - Marriott Marquis

Encore Global•Washington, DC

2d•$53,210 - $69,173•Onsite

About The Position

The Event Operations Manager manages 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. At locations producing more than $3 million in revenue, the position reports directly to an Operations Director or Director, Event Technology. The manager oversees daily technician workflow and event operations, including timely delivery and proper condition of equipment and services. The role supervises and develops operational staff, manages scheduling and timekeeping, monitors billing and inventory, and works with clients, hotel personnel, vendors, and neighboring Encore properties to deliver a high level of service. Work is performed in a hotel or convention center and may involve multiple hotel locations, irregular hours, and on-call status, including days, evenings, weekends, and holidays. The environment can range from moderately quiet to noisy, with moderate exposure to outdoor temperatures, dirt, sand, or dust. The position involves use of high-end audiovisual equipment and electrical components, as well as exposure to heights using lifts and ladders. Physical demands include frequent lifting, carrying, and pushing or pulling loads up to 50 pounds, and occasional handling of heavier loads, in addition to standing, walking, and other listed physical activities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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.
Ability to meet the stated physical demands and perform the essential job functions, with reasonable accommodations as applicable.
Ability to work in a hotel or convention center environment, potentially at multiple hotel locations, during irregular hours and on-call periods that include days, evenings, weekends, and holidays.

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 according to client and hotel specifications.
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.
Establish strong working relationships with internal and external clients, team members, neighboring Encore properties, and vendors, and provide outstanding customer service.
Meet with guests onsite to confirm their needs are met and equipment setups are working properly.
Maintain a polished, professional appearance in accordance with the Employee Guide and/or hotel standards, and ensure the team follows those standards.
Promote and reinforce 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 programs effectively and ensure team members are properly trained.
Register and recommend team members for additional training opportunities as needed.