Event Operations Supervisor- Audio Visual- The Ritz Carlton Naples

Encore Global•Naples, FL

2d•Onsite

About The Position

The Operations Supervisor leads floor operations, focusing on customer service, staff leadership and development, operational efficiency, and customer satisfaction. The role directly leads the technical team and may also support location administrative duties and onsite operations. The position reports to the DET, DOO, or Operations Manager. The supervisor coordinates daily event-floor activity, including audiovisual equipment setup, refresh, operation, and removal; guides technicians’ workflow; supports client needs throughout events; and helps train and mentor technicians. The role also oversees equipment security, storage, transportation, maintenance, troubleshooting, and inventory activities. Work is performed in a hotel or convention center, with possible assignments at multiple hotel locations. Conditions range from moderately quiet to noisy, with moderate exposure to outdoor temperatures, dirt, sand, or dust. The work involves high-end audiovisual equipment and electrical components, as well as exposure to heights using lifts and ladders. Hours may be irregular and include on-call work, days, evenings, weekends, and holidays. Encore appearance guidelines for the hotel or area apply.

Requirements

3–5 years of audio-visual experience required.
Knowledge of technical theory.
Advanced problem-solving skills.
Experience leading workflow and team members.
External applicants must complete all training and certifications required for the position within 60 days of the start date.
Internal applicants must meet the 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, with reasonable accommodations potentially available for individuals with disabilities.

Nice To Haves

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

Responsibilities

Organize daily floor activities to ensure equipment is set up, refreshed, and removed on time.
Manage floor operations, direct technicians’ workflow, and suggest operational efficiencies to venue management and Workforce.
Ensure flowsheets are updated and completed properly.
Coordinate communications with the team for event management.
Attend venue meetings as needed, such as banquet event order meetings and pre- and post-conferences.
Provide excellent service in accordance with Encore’s Service Standards, Operational Excellence, and procedures.
Maintain effective communication and positive relationships with clients.
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 with 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 promptly.
Comply with company security and safety measures and protect equipment from theft or damage.
Perform preventative maintenance to keep equipment presentable and in good working condition.
Lead proper security, storage, transportation, and maintenance of equipment.
Participate in physical inventory counts as requested.