Event Operations Supervisor, Audio Visual - KPMG Lakehouse - Lake Nona, FL

Encore Global•Orlando, FL

11d•Onsite

About The Position

The Operations Supervisor leads floor operations with a focus on customer service, staff leadership and development. The supervisor directly leads the technical team to ensure operational efficiency and customer satisfaction, and may participate in location administrative duties in support of onsite operations and career development. This position reports to the DET, DOO, or Operations Manager. The role coordinates daily event-floor activities, oversees workflow and equipment setup, refresh, and removal, and supports effective event communications. It provides customer service to clients and guests, monitors events, and ensures audiovisual equipment is set up and operating properly. The supervisor also trains and mentors technicians, models company values and service standards, and leads the team in equipment security, care, and maintenance. Work takes place in hotel/convention center, event venue, and warehouse environments. Conditions may include outdoor temperatures, dirt, sand or dust, and noise ranging from moderately quiet to noisy. The position uses high-end audiovisual equipment and electrical components and may involve working at heights using lifts and ladders, as well as working at multiple hotel locations. Hours may be irregular and include on-call days, evenings, weekends, and holidays. Encore appearance guidelines apply.

Requirements

3–5 years of audio-visual experience is required.
Knowledge of technical theory.
Advanced problem-solving skills.
Experience leading workflow and team members.
Must be able to lift 50 lbs.
External applicants must meet, validate, and complete all training and certifications required for the position within 60 days of the start date.
Internal applicants must meet and complete training and certification requirements set by Encore’s Global Learning Training Program for their current position and the position they are applying to.
A valid driver’s license is required for team members in positions that may operate company vehicles.
Additional DOT requirements may apply.
Must be able to meet the physical demands of the role; reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Nice To Haves

Bachelor’s degree preferred.
3–5 years of customer service or hospitality experience preferred.

Responsibilities

Organize daily floor activities to ensure timely equipment setup, refresh, and removal.
Manage floor operations, direct technician workflow, and suggest operational efficiencies to venue management and Workforce.
Ensure flowsheets are updated and properly completed.
Coordinate communications with the team for event management.
Attend venue meetings as needed, including banquet event order meetings and pre- and post-conferences.
Provide excellent service by following and modeling Encore’s Service Standards and Operational Excellence procedures.
Maintain positive client relationships through effective communication.
Meet with onsite guests, ensure their needs are met, and confirm equipment setup is working properly.
Monitor events and check in with customers throughout the day.
Assist in training technicians on floor activities and venue, Encore service, and operational standards.
Mentor new hires by providing guidance on the technician career journey.
Model and reinforce a positive working environment centered on company values.
Set up, operate, and break down intermediate audiovisual equipment accurately and on time.
Troubleshoot technical issues and resolve problems quickly.
Comply with company security and safety measures.
Protect equipment from theft and damage while in use.
Perform preventative equipment maintenance to keep equipment presentable and in good working condition.
Lead the team in proper equipment security, storage, transportation, and maintenance.
Participate in physical inventory counts as requested.