Event Operations Supervisor, Audio Visual-Westin Kierland Resort & Spa

Encore Global•Scottsdale, AZ

9d•Onsite

About The Position

The Event Operations Supervisor leads floor operations, focusing on customer service, staff leadership, and development. The supervisor directly leads the technical team to support operational efficiency and customer satisfaction, and may assist with location administrative duties in support of onsite operations and career development. The position reports to the DET, DOO, or Operations Manager. The role coordinates daily event-floor activities, including equipment setup, refresh, and removal; directs technician workflow; maintains event flowsheets; supports event communications; and attends venue meetings as needed. The supervisor works with clients to ensure their needs are met, monitors events, and promotes Encore’s service and operational standards. The supervisor assists with technician training and mentoring, and is responsible for accurate and timely setup, operation, and breakdown of intermediate audiovisual equipment. The role also troubleshoots technical issues, follows security and safety measures, maintains and safeguards equipment, leads proper equipment handling and storage, and participates in inventory counts as requested. Work takes place in hotel/convention center and warehouse environments, potentially at multiple hotel locations. Conditions may range from moderately quiet to noisy, with exposure to outdoor temperatures, dirt, sand, or dust. Work may involve high-end audiovisual equipment and electrical components, as well as heights accessed by lifts and ladders. Hours may be irregular and include on-call status, 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.
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 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 lift 50 lbs.
Must be able to meet the listed physical demands, including lifting, carrying, pushing, and pulling requirements.

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 by directing technician workflow and suggesting 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 uphold Encore’s Service Standards and Operational Excellence through appropriate conduct and adherence to procedures.
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, 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.
Protect equipment from theft or 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.