Event Operations Supervisor, Audio Visual - Hilton Americas Houston

Encore Global•Houston, TX

4d•Onsite

About The Position

The Operations Supervisor leads floor operations, focusing on customer service, staff leadership and development, operational efficiency, and customer satisfaction. The supervisor directly leads the technical team and may also support location administrative duties related to onsite operations and career development. This position reports to the DET, DOO, or Operations Manager. The role coordinates daily floor activities and equipment setup, refresh, and removal; directs technician workflows; maintains event flowsheets; and supports communications and venue meetings. It also involves providing attentive service to clients and guests, monitoring events, training and mentoring technicians, and reinforcing a positive working environment. The supervisor is responsible for accurate and timely setup, operation, and breakdown of intermediate audiovisual equipment; troubleshooting technical issues; following security and safety procedures; maintaining and securing equipment; and supporting inventory counts. Work takes place in hotel, convention-center, event-venue, and warehouse environments. Hours may be irregular and include on-call work, days, evenings, weekends, and holidays. Team members may work at multiple hotel locations and must follow applicable appearance guidelines.

Requirements

3 years of audio-visual experience is required.
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 training and certification requirements established by Encore’s Global Learning Training Program for their current and prospective positions.
Knowledge of technical theory.
Advanced problem-solving skills.
Experience leading workflow and team members.
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 lift 50 lbs.
Must be able to meet the physical demands described, including frequent lifting and carrying of 16–50 lbs and occasional lifting and carrying of 51–100 lbs.
Must be able to work irregular hours and on-call, including days, evenings, weekends, and holidays.

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 daily 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 and strive to exceed internal and external customer needs by modeling Encore’s Service Standards and Operational Excellence and following Encore procedures.
Maintain positive client relationships through effective communication.
Meet with guests onsite to ensure 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, Encore service, and operational standards.
Mentor new hires by providing guidance about 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.
Meet the physical demands of the role, with reasonable accommodations available for individuals with disabilities.
Adhere to applicable appearance guidelines for hotel, venue, or warehouse work.