Event Operations Supervisor, Audio Visual – Mohegan Sun

Encore Global•Uncasville, CT

About The Position

The Event Operations Supervisor leads floor operations, focusing on customer service, staff leadership, and development. The role directly leads the technical team to support operational efficiency and customer satisfaction and may also assist with location administrative duties in support of onsite operations and career development. The position reports to the DET, DOO, or Operations Manager. The supervisor coordinates daily event-floor activities, technician workflows, equipment setup and removal, event communications, and venue meetings. The role also maintains client relationships, checks that event needs and equipment setups are being met, and helps train and mentor technicians. The position is responsible for the timely setup, operation, troubleshooting, maintenance, security, storage, and breakdown of intermediate audiovisual equipment. Work takes place in hotel, convention-center, event-venue, and warehouse environments, potentially across multiple hotel locations. Work may involve irregular hours and on-call status, including days, evenings, weekends, and holidays.

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 and 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 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 meet the physical demands described for the role, with reasonable accommodations as applicable.
Must adhere to Encore appearance guidelines for the applicable hotel, venue, or warehouse environment.

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 the floor 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-event conferences.
Provide excellent service in accordance with Encore’s Service Standards, Operational Excellence, and procedures.
Maintain positive client relationships through effective communication.
Meet with onsite guests 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, 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 equipment security, storage, transportation, and maintenance.
Participate in physical inventory counts as requested.