Event Operations Supervisor, Audio Visual – Grand Hyatt DFW

Encore Global•DFW Airport, TX

2d•Onsite

About The Position

The Event Operations Supervisor leads floor operations with a focus on customer service, staff leadership, and development. The supervisor directly leads the technical team to support operational efficiency and customer satisfaction. The role may also include location administrative duties in support of onsite operations and career development. The position reports to the DET, DOO, or Operations Manager. The supervisor coordinates daily floor activities and technician workflows, ensures equipment is set up and removed on time, and maintains accurate event flowsheets and communications. The role also supports venue meetings, works with clients onsite, monitors events, and helps train and mentor technicians. The position is responsible for accurate and timely setup, operation, troubleshooting, and breakdown of intermediate audiovisual equipment, as well as equipment security, maintenance, storage, and inventory activities. Work takes place in hotel, convention-center, event-venue, and warehouse environments, may involve multiple hotel locations, and can include irregular hours and on-call availability.

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 required training and certifications within 60 days of the start date.
Internal applicants must meet training and certification requirements determined by Encore’s Global Learning Training Program for their current and prospective positions.
A valid driver’s license is required for team members in positions that may operate company vehicles.
Additional Department of Transportation requirements may apply.

Nice To Haves

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

Responsibilities

Organize daily floor activities to ensure the timely setup, refresh, and removal of equipment.
Direct technician workflow and daily floor operations, and suggest operational efficiencies to venue management and Workforce.
Ensure event 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 customer service in accordance with Encore service standards, procedures, and operational excellence expectations.
Maintain positive client relationships through effective communication.
Meet with guests onsite to confirm their needs are met and equipment setups are working properly.
Monitor events and check in with customers throughout the day.
Assist in training technicians on floor activities and venue and Encore operational and service 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 as they arise.
Comply with company security and safety measures, and protect equipment from theft or damage.
Perform preventive equipment maintenance to keep equipment presentable and in good working condition.
Lead proper equipment security, storage, transportation, and maintenance.
Participate in physical inventory counts as requested.
Meet the physical requirements of the role and adhere to applicable appearance guidelines.
Work irregular hours and on-call shifts, including days, evenings, weekends, and holidays, as required.