Event Technical Lead, Audio Visual - JW Marriott Houston by the Galleria

Encore Global•Houston, TX

4d•Onsite

About The Position

The Event Technical Lead is responsible for intermediate-level setup, operation, and breakdown of audiovisual systems ranging from small to large in a hospitality environment, while ensuring customer satisfaction. The role reports to an Operations Manager, Operations Director, or Director of Event Technology. The Technical Lead troubleshoots equipment and software issues, supports customers throughout events, and leads, mentors, and coaches other Technicians in Encore’s service philosophy. The position also involves following company processes, completing systems entries and paperwork, coordinating with staff and outside vendors, using equipment sheets, supporting invoices, and increasing revenue through floor-based upselling. Work is performed in hotel, convention center, event venue, and warehouse environments. Conditions can range from moderately quiet to noisy, with exposure to outdoor temperatures, dirt, sand, or dust. The role uses high-end audiovisual equipment and electrical components, may involve working at heights using lifts and ladders, and may require work at multiple hotel locations. Schedules may be irregular and include on-call status, days, evenings, weekends, and holidays. Team members must follow applicable appearance guidelines. Physical demands include frequent standing, walking, grasping, lifting and carrying, and occasional lifting or carrying of heavier loads; reasonable accommodations may be made for individuals with disabilities.

Requirements

High school diploma required.
Two to three or more years of audio-visual experience required.
Valid driver’s license required for team members in positions that may operate company vehicles.
External applicants must meet and complete all training and certifications required for the position within 60 days of their start date.
Internal applicants must meet and complete training and certification requirements determined by Encore’s Global Learning Training Program for their current and prospective positions.
Additional Department of Transportation requirements may apply.
Must be able to lift 50 pounds.
Must be able to meet the physical demands of the role; reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Nice To Haves

Associate’s degree preferred.
Two to three or more years of customer service or hospitality experience preferred.

Responsibilities

Accurately and promptly set up, operate, and break down intermediate audiovisual equipment.
Troubleshoot technical issues and resolve problems quickly.
Follow company security and safety measures and protect equipment from theft or damage.
Provide excellent service to internal and external customers and strive to exceed their needs and expectations.
Lead, mentor, and coach other Technicians on Encore’s Delivering World Class Service philosophy.
Maintain positive client relationships through effective communication.
Meet with guests onsite to confirm their needs are met and equipment is operating properly.
Monitor events and check in with customers throughout the day.
Understand and foster the hotel/client relationship.
Troubleshoot equipment and software issues, anticipate equipment challenges, and respond to changes professionally and promptly.
Follow company processes and procedures and complete systems entries and paperwork accurately.
Use equipment sheets to determine equipment scheduled for setup and strike.
Coordinate with other staff and outside vendors regarding equipment.
Increase revenue using floor upselling techniques.
Work with clients to finalize invoices.
Use Encore systems and applications as needed.