Sr. Director of Event Technology I, Venues- The Ritz Carlton, Naples

Encore Global•Naples, FL

5d•Onsite

About The Position

The Senior Director of Event Technology I (Sr. DET I) directs the sales and operations leadership teams to achieve revenue and profitability goals for assigned venue locations. The role ensures teams deliver world-class service and builds strong relationships with venue leaders and customers. It promotes high performance, accountability, continuous improvement, learning, and quality. The position manages venues with $8 million to $20 million in revenue and reports to a Regional Director, Venues, or an RVP, Venues. The Sr. DET I oversees venue partner relationships, financial management and reporting, event operations, technical support, equipment and information management, customer service, and people development. The role is accountable for location revenue and budget performance, event execution, equipment and inventory practices, staff development, and compliance with company procedures and safety practices.

Requirements

Seven or more years of audio-visual experience.
Seven or more years of operations supervisory or management experience.
Effective relationship management skills and experience.
Strong financial acumen, sales planning, forecasting, and CRM skills.
Excellent written and oral communication and presentation skills.
Ability to support growth initiatives.
Proficiency with computer hardware.
Proficiency with computer software and programs, including the Internet and Microsoft Office.
Effective leadership abilities, with a focus on customer satisfaction and people development.
Ability to meet the physical demands of the role, with reasonable accommodations where applicable.

Nice To Haves

Bachelor’s degree or equivalent experience.
Five or more years of customer service or hospitality experience.

Responsibilities

Develop and maintain relationships with venue clients and leaders, provide outstanding customer service, and focus on customer retention.
Service high-profile events, act as an escalation point, and build industry relationships with venue management and production or exposition partners.
Identify decision makers and issues affecting contract renewals, coordinate internal support for renewal planning, and participate in business review presentations.
Identify new revenue opportunities and select services in partnership with regional leadership.
Manage efficient, profitable operations through revenue maximization and cost control, and support location financial goals through collaboration and direction of sales and operations leaders.
Train and direct operations and sales leaders in completing standard and ad hoc reports; analyze reports, budgets, and location profit-and-loss results and implement corrective or growth plans.
Ensure use of company billing systems, coordinate invoicing, obtain client review and approval of billing, and confirm timely venue payments to Encore.
Collaborate with regional leadership during the operations planning process.
Plan and execute events according to production standards, and hold operations leaders accountable for daily floor operations, scheduling, equipment setup, operation, and strikes.
Direct inventory control and ensure equipment safety, security, and quality assurance.
Analyze schedules, labor, and equipment availability and recommend sharing resources within local markets.
Ensure Encore management is represented at venue meetings and review upcoming events, operational feasibility, issues, and budgets with operations leadership.
Collaborate with Select Services regional management as needed and perform duties aligned with running a successful independent business.
Provide technical support or escalation for sales and operations leaders and ensure staff understands technical job requirements.
Ensure secure storage, transportation, and maintenance of equipment; analyze equipment needs and partner with regional leadership and Product Management on capital expenditure submissions.
Ensure effective use of company systems and software, improve venue efficiency through shared resources and industry knowledge, and use company systems to review site adherence to SOPs and business practices.
Direct the team to meet or exceed customer expectations, monitor events, check in with customers, and ensure professional appearance consistent with company and venue guidelines.
Promote company Core Values and a culture of performance, accountability, continuous improvement, learning, and quality.
Manage performance, employee concerns, staffing, team development, and human resources activities, including selection, engagement, performance management, and learning.
Coach and mentor team members; ensure training on service standards, equipment, and company systems; review succession planning; and recommend training opportunities.
Ensure safety practices are followed, partner with regional leadership and HR on engagement survey action plans, and implement Encore DEI initiatives.
Navigate union labor markets and related management dynamics where applicable.