Event Operations Supervisor, Audio Visual - MGM National Harbor

Encore Global•Oxon Hill, MD

4d•$23 - $30•Onsite

About The Position

The 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. This position reports to the DET, DOO, or Operations Manager. The role oversees daily audiovisual event operations, customer interactions, technician training, equipment setup and maintenance, and compliance with company safety and security procedures. Work takes place in hotel/convention center, event venue, and warehouse environments, with potentially irregular hours and on-call status.

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 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 sought positions.
A valid driver’s license is required for team members who may operate company vehicles.
Additional DOT 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 timely setup, refresh, and removal of equipment.
Manage floor operations, direct technician 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, including banquet event order meetings and pre- and post-conferences.
Provide excellent service to internal and external customers in accordance with Encore service standards and procedures.
Maintain positive client relationships through effective communication.
Meet with guests onsite to confirm their needs are met and equipment setups work properly.
Monitor events and check in with customers throughout the day.
Assist with training technicians on floor activities, venue standards, and Encore service and operational standards.
Mentor new hires by guiding them through the technician career journey.
Model and reinforce a positive work 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.
Secure equipment against 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.
Adhere to appearance guidelines for hotel, venue, and warehouse settings.
Work irregular hours and be on call, including days, evenings, weekends, and holidays, as required by the work environment.