Operations Supervisor, Audio Visual - Hilton Atlanta

Encore Global•Atlanta, GA

1d•Onsite

About The Position

The 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. The role may also include location administrative duties in support of onsite operations and career development. This position reports to the DET, DOO, or Operations Manager. The supervisor organizes daily floor activities and oversees the setup, refresh, and removal of equipment; directs technicians’ workflow; supports operational improvements; and ensures event documentation and communications are coordinated. The role provides service to clients and guests, monitors events, trains and mentors technicians, and reinforces a positive working environment. The position is also responsible for the accurate setup, operation, and breakdown of intermediate audiovisual equipment; troubleshooting technical issues; following security and safety measures; maintaining and safeguarding equipment; and assisting with inventory processes. Work may take place in hotels, convention centers, event venues, and warehouses, and may involve multiple hotel locations, irregular hours, and on-call status.

Requirements

3–5 years of audio-visual experience required.
Knowledge of technical theory.
Advanced problem-solving skills.
Experience leading workflow and team members.
Must complete all required training and certifications within 60 days of the start date if an external applicant; 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.
Must be able to meet the stated physical demands to perform essential job functions, with reasonable accommodations as applicable.
Must be able to work irregular hours and on-call, including days, evenings, weekends, and holidays.

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 floor operations, direct technicians’ workflow, 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 in accordance with Encore’s service and operational standards.
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 with training technicians on floor activities and venue and Encore operating standards.
Mentor new hires by providing guidance about 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 and protect equipment from theft or damage.
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 appearance guidelines defined by Encore for the applicable hotel, venue, or warehouse environment.