Event Operations Supervisor - Kingston Resorts Embassy Suites
About The Position
The Operations Supervisor leads event floor operations, focusing on customer service, staff leadership and development, operational efficiency, and customer satisfaction. The supervisor directly leads the technical team and may also support location administrative duties. This position reports to the DET, DOO, or Operations Manager. The role coordinates event equipment setup, refresh, and removal; manages technician workflows; supports client needs; trains and mentors technicians; and oversees the setup, operation, breakdown, security, and maintenance of audiovisual equipment. Work takes place in hotel, convention center, event venue, and warehouse environments, with possible work at multiple hotel locations. Schedules may include irregular hours and on-call work during 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 workflows and team members.
- Meet, validate, and complete all required training and certifications within 60 days of the start date for external applicants; internal applicants must meet training and certification requirements determined by Encore’s Global Learning Training Program.
- 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.
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 technician workflows, 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 to internal and external customers, following Encore service standards, operational excellence practices, procedures, and appropriate behavior.
- 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.
- Help train technicians in floor activities and venue and Encore operational and service standards.
- Mentor new hires by providing guidance and explaining the technician career journey.
- Model and reinforce a positive working environment centered on company values.
- Ensure accurate and timely setup, operation, and breakdown of intermediate audiovisual equipment.
- Troubleshoot technical issues and resolve problems quickly.
- Comply with company security and safety measures and protect equipment from theft or damage.
- Perform preventative equipment maintenance and lead the team in proper equipment security, storage, transportation, and maintenance.
- Participate in physical inventory counts as requested.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
