Event Operations Supervisor, Audio Visual - MGM National Harbor

Encore Global•Oxon Hill, MD

3d•Onsite

About The Position

The Operations Supervisor leads floor operations with a focus on customer service, staff leadership, and development. The role directly leads the technical team to support operational efficiency and customer satisfaction, and may also participate in location administrative duties in support of onsite operations and career development. The position reports to the DET, DOO, or Operations Manager. The supervisor organizes daily event-floor activities, manages technicians’ workflow, coordinates event communications, and ensures equipment is set up, refreshed, and removed on time. The role maintains client relationships, meets with guests onsite, and monitors events to ensure customer needs are met and equipment is operating properly. The position also trains and mentors technicians, reinforces venue and company service and operational standards, and leads the proper setup, operation, breakdown, security, storage, transportation, and maintenance of intermediate audiovisual equipment. Work takes place at hotel and convention-center venues and in warehouse environments, with irregular hours and on-call status that may include days, evenings, weekends, and holidays. Team members may work at multiple hotel locations and may be exposed to outdoor temperatures, dust, noise, heights, lifts, and ladders.

Requirements

3–5 years of audio-visual experience is required.
Knowledge of technical theory.
Advanced problem-solving skills.
Experience leading workflow and team members.
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 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 DOT requirements may apply.
Must be able to lift 50 lbs.
Must be able to meet the stated physical demands of the essential job 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 setup, refresh, and removal of equipment.
Manage daily floor operations, direct technicians’ 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 in accordance with Encore’s Service Standards and Operational Excellence expectations.
Maintain positive client relationships through effective communication.
Meet with guests onsite to ensure their needs are met and equipment setup is working properly.
Monitor events and check in with customers throughout the day.
Assist with training technicians on floor activities and venue, 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.
Follow company security and safety measures and ensure equipment is protected from theft or damage.
Perform preventative 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.
Adhere to applicable appearance guidelines.
Meet the physical demands of the role, with reasonable accommodations as applicable.