Event Operations Supervisor - JW Marriott Desert Springs

Encore Global•Palm Desert, CA

9d•Onsite

About The Position

The Event 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, and may assist with location administrative duties in support of onsite operations and career development. The role reports to the DET, DOO, or Operations Manager. The supervisor coordinates daily floor activities and equipment setup, refresh, and removal; directs technician workflow; and supports event communications and venue meetings. The role provides client service throughout events, trains and mentors technicians, and leads the accurate setup, operation, and breakdown of intermediate audiovisual equipment. It also includes troubleshooting, equipment maintenance and security, and participation in inventory processes. Work may take place in hotels, convention centers, event venues, and warehouses, and team members may be asked to work at multiple hotel locations. The environment can include outdoor temperatures, dirt, sand, dust, variable noise levels, high-end audiovisual equipment and electrical components, and exposure to heights via lifts and ladders. Work times 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 complete all training and certifications required for the position within 60 days of the start date.
Internal applicants must meet training and certification requirements set by Encore’s Global Learning Training Program for their current position and the position they are applying for.
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 described physical demands, with reasonable accommodations potentially available for individuals with disabilities.

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 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 by following Encore Service Standards and Operational Excellence practices.
Maintain positive client relationships through effective communication.
Meet with guests onsite to confirm their needs are met and equipment is working properly.
Monitor events and check in with customers throughout the day.
Assist in training technicians on floor activities and venue and Encore service and operational standards.
Mentor new hires by providing guidance and explaining 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 quickly.
Comply with company security and safety measures.
Protect equipment from theft or damage while in use.
Perform preventative maintenance to keep equipment presentable and in good working condition.
Lead proper security, storage, transportation, and maintenance of equipment.
Participate in physical inventory counts as requested.
Adhere to Encore appearance guidelines.