Event Operations Supervisor, Audio Visual – The Westin Irving

Encore Global•Irving, TX

About The Position

The Event Operations Supervisor leads floor operations, focusing on customer service, staff leadership, development, operational efficiency, and customer satisfaction. The role directly leads the technical team and may also support location administrative duties. It reports to the DET, DOO, or Operations Manager. The supervisor organizes daily floor activities, coordinates technicians and event communications, maintains event flowsheets, and attends venue meetings as needed. The role also provides excellent service to internal and external customers, communicates with clients, checks that guest needs and equipment setups are satisfactory, and monitors events throughout the day. The supervisor helps train and mentor technicians, reinforces venue and company standards, and fosters a positive working environment. They oversee the setup, operation, troubleshooting, and breakdown of intermediate audiovisual equipment; maintain and secure equipment; lead its proper storage and transportation; and participate in inventory counts as requested. Work takes place in hotels, convention centers, event venues, and warehouses. Conditions may include exposure to outdoor temperatures, dirt, sand, or dust; noise ranging from moderately quiet to noisy; and work at heights using lifts and ladders. The role may involve multiple hotel locations, travel, irregular hours, and on-call work, including days, evenings, weekends, and holidays. Team members must follow appearance guidelines applicable to the hotel, venue, or warehouse.

Requirements

3–5 years of audio-visual experience is required.
External applicants must meet, validate, and complete all required training and certifications 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.
Knowledge of technical theory.
Advanced problem-solving skills.
Experience leading workflow and team members.
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 equipment setup, refresh, and removal.
Direct technicians’ workflow and assist management with suggestions for operational efficiencies.
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 by following Encore’s service standards and procedures.
Maintain positive client relationships through effective communication.
Meet with guests onsite to ensure 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 and provide 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.