Encore Global
Director of Event Tech I (OEM)- The Lodge at Sonoma
Encore Global, Sonoma, California, United States, 95476
Overview
The Director, Event Technology (OEM) is responsible for achieving the revenue and profitability goals of an assigned location(s). This position ensures the team delivers World-Class service while cultivating and maintaining relationships with key venue personnel to enhance the overall business relationship with the venue. The DET promotes high performance, accountability and continuous improvement in the team and fosters a collaborative environment that values learning and a commitment to quality. This role will manage less than two full-time team members, venue revenue between $450k - $900k and report to an Area Director, Venues, Regional Director, Venues or RVP, Venues. Responsibilities
Venue Partner Relationships
Develop and maintain strong relationships with clients at all levels of their organization and provide outstanding customer service while focusing on customer retention. Services events and act as a point of escalation when needed. Identify key issues and decision makers that will influence the contract renewal and leverage all available internal resources to facilitate the planning effort for renewing existing business. Consults with Venue Sales Leadership on sales strategies Participates in business review presentations.
Financial Management & Reporting
Drive results by managing an efficient and profitable operation with a focused approach on revenue maximization and profitability using cost control measures in accordance with the company’s standard operating procedures. Achieve Encore’s financial goals for the location(s) by effectively managing labor, equipment sub-rentals and other costs. Understand and utilize operational and financial reports and complete standard and ad hoc reports accurately and on time. Utilize the company billing system to coordinate invoicing activities and ensure billing is reviewed and approved by clients. See the Big Picture by completing the sales forecast at home location, ensuring they are accurate and submitted timely. Participate in business review presentations as needed, in collaboration with regional management. Manage location P&L and develop action plans to address deficiencies/grow the business. Confirm venue partners process all payments to Encore in a timely basis.
Operations Management
Perform and direct daily floor operations including scheduling and equipment setups, operation, and strikes. Ensure that all equipment and services are delivered on time, in good working condition and as specified by clients and the venue, and in accordance to brand standards. Anticipate equipment challenges and changes in a timely and professional manner. Use inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment. See the Big Picture by efficiently sharing labor and equipment within the local market. Attend all operational venue meetings such as daily stand up meetings with venue operations staff.
Technical Ability
Understand the technical aspects of the job and apply basic to advanced troubleshooting and problem solving skills to resolve equipment and software issues in a timely and professional manner. Effectively utilize applicable company computer systems. Act as the on-site technician for events, if necessary.
Sales Management
Create effective strategies to maximize revenue per-event for assigned customers including upsell and cross-sell opportunities. Prepare and deliver compelling presentations that convey the value of Encore and effectively solve customer challenges. Prepare and present quotes and proposals in a timely manner to customers, including those submitted through the venue booking system or other sources as assigned. Attend site visits, pre-conference planning meetings, and appropriate venue meetings to support the customer event experience. Collaborate with vendors and other departments/divisions to capture and service events. Understand event cost structure and incorporate into solution designs according to profitability guidelines. Attend customer meetings, understand goals and respond to questions, concerns, and challenges. Maintain up-to-date and accurate customer information in the CRM system. Maintain knowledge of new product/service offerings and emerging technology supporting meetings and events. Create and present information and reports to senior management related to performance, pipeline, forecasting, etc.
Customer Service
Deliver World-Class Service by cultivating and maintaining relationships with customers, small venue personnel and Encore supporting functions. Position will have oversight to personnel to assist with event execution. Exceed expectations of internal and external customers. Meet with guests on site to ensure needs are met and equipment is set up correctly. Monitor small venues and check in on customers throughout the day. Maintain a polished and professional image consistent with guidelines and ensure the team adheres to the same standards.
People Development
Promote a culture of high performance, accountability and continuous improvement that values learning and a commitment to quality. Embrace and foster the company’s core values. Manage performance, address employee concerns, maintain adequate staffing levels, and facilitate team development. Manage human resources activities including selection, performance management, and learning; provide coaching to develop team members. Train employees on Encore standards for service and equipment, and ensure proper training on company computer systems. Recommend team members for training opportunities, as needed. Ensure Encore's D,E &I initiatives are implemented.
Job Qualifications
Bachelor’s degree is preferred or equivalent experience 3+ years of audio-visual experience 1+ years of supervisory experience 2+ years of customer service or hospitality experience is preferred Sales experience is a plus Working knowledge of audio-visual equipment in a live show environment Must be able to successfully complete Level 3 Skills training Proficiency with computer hardware Proficiency with computer software and programs, including the Internet and Microsoft Office Effective leadership abilities and customer satisfaction focus A valid driver’s license is required for team members who may operate Company vehicles Competencies
Deliver World Class Service — Hospitality, Ownership Do The Right Thing — Manages Ambiguity Drive Results — Directs Work, Achieves Goals See The Big Picture — Financial Acumen Value People — Builds Effective Teams Physical Requirements
Team members must be able to meet the physical demands of the job. Reasonable accommodations may be made. Include general physical activities, lifting/carrying, auditory/visual requirements and pushing/pulling requirements as described in the original posting. Work Environment
Hotel or convention center environment with exposure to outdoor temperatures, dirt, sand and/or dust. Work may be in multiple hotel locations with irregular hours, on-call status, including days, evenings, weekends and holidays. Team members must adhere to appearance guidelines as defined by Encore. The information in this description is not exhaustive. Encore reserves the right to revise the job or require other tasks to be performed as assigned.
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The Director, Event Technology (OEM) is responsible for achieving the revenue and profitability goals of an assigned location(s). This position ensures the team delivers World-Class service while cultivating and maintaining relationships with key venue personnel to enhance the overall business relationship with the venue. The DET promotes high performance, accountability and continuous improvement in the team and fosters a collaborative environment that values learning and a commitment to quality. This role will manage less than two full-time team members, venue revenue between $450k - $900k and report to an Area Director, Venues, Regional Director, Venues or RVP, Venues. Responsibilities
Venue Partner Relationships
Develop and maintain strong relationships with clients at all levels of their organization and provide outstanding customer service while focusing on customer retention. Services events and act as a point of escalation when needed. Identify key issues and decision makers that will influence the contract renewal and leverage all available internal resources to facilitate the planning effort for renewing existing business. Consults with Venue Sales Leadership on sales strategies Participates in business review presentations.
Financial Management & Reporting
Drive results by managing an efficient and profitable operation with a focused approach on revenue maximization and profitability using cost control measures in accordance with the company’s standard operating procedures. Achieve Encore’s financial goals for the location(s) by effectively managing labor, equipment sub-rentals and other costs. Understand and utilize operational and financial reports and complete standard and ad hoc reports accurately and on time. Utilize the company billing system to coordinate invoicing activities and ensure billing is reviewed and approved by clients. See the Big Picture by completing the sales forecast at home location, ensuring they are accurate and submitted timely. Participate in business review presentations as needed, in collaboration with regional management. Manage location P&L and develop action plans to address deficiencies/grow the business. Confirm venue partners process all payments to Encore in a timely basis.
Operations Management
Perform and direct daily floor operations including scheduling and equipment setups, operation, and strikes. Ensure that all equipment and services are delivered on time, in good working condition and as specified by clients and the venue, and in accordance to brand standards. Anticipate equipment challenges and changes in a timely and professional manner. Use inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment. See the Big Picture by efficiently sharing labor and equipment within the local market. Attend all operational venue meetings such as daily stand up meetings with venue operations staff.
Technical Ability
Understand the technical aspects of the job and apply basic to advanced troubleshooting and problem solving skills to resolve equipment and software issues in a timely and professional manner. Effectively utilize applicable company computer systems. Act as the on-site technician for events, if necessary.
Sales Management
Create effective strategies to maximize revenue per-event for assigned customers including upsell and cross-sell opportunities. Prepare and deliver compelling presentations that convey the value of Encore and effectively solve customer challenges. Prepare and present quotes and proposals in a timely manner to customers, including those submitted through the venue booking system or other sources as assigned. Attend site visits, pre-conference planning meetings, and appropriate venue meetings to support the customer event experience. Collaborate with vendors and other departments/divisions to capture and service events. Understand event cost structure and incorporate into solution designs according to profitability guidelines. Attend customer meetings, understand goals and respond to questions, concerns, and challenges. Maintain up-to-date and accurate customer information in the CRM system. Maintain knowledge of new product/service offerings and emerging technology supporting meetings and events. Create and present information and reports to senior management related to performance, pipeline, forecasting, etc.
Customer Service
Deliver World-Class Service by cultivating and maintaining relationships with customers, small venue personnel and Encore supporting functions. Position will have oversight to personnel to assist with event execution. Exceed expectations of internal and external customers. Meet with guests on site to ensure needs are met and equipment is set up correctly. Monitor small venues and check in on customers throughout the day. Maintain a polished and professional image consistent with guidelines and ensure the team adheres to the same standards.
People Development
Promote a culture of high performance, accountability and continuous improvement that values learning and a commitment to quality. Embrace and foster the company’s core values. Manage performance, address employee concerns, maintain adequate staffing levels, and facilitate team development. Manage human resources activities including selection, performance management, and learning; provide coaching to develop team members. Train employees on Encore standards for service and equipment, and ensure proper training on company computer systems. Recommend team members for training opportunities, as needed. Ensure Encore's D,E &I initiatives are implemented.
Job Qualifications
Bachelor’s degree is preferred or equivalent experience 3+ years of audio-visual experience 1+ years of supervisory experience 2+ years of customer service or hospitality experience is preferred Sales experience is a plus Working knowledge of audio-visual equipment in a live show environment Must be able to successfully complete Level 3 Skills training Proficiency with computer hardware Proficiency with computer software and programs, including the Internet and Microsoft Office Effective leadership abilities and customer satisfaction focus A valid driver’s license is required for team members who may operate Company vehicles Competencies
Deliver World Class Service — Hospitality, Ownership Do The Right Thing — Manages Ambiguity Drive Results — Directs Work, Achieves Goals See The Big Picture — Financial Acumen Value People — Builds Effective Teams Physical Requirements
Team members must be able to meet the physical demands of the job. Reasonable accommodations may be made. Include general physical activities, lifting/carrying, auditory/visual requirements and pushing/pulling requirements as described in the original posting. Work Environment
Hotel or convention center environment with exposure to outdoor temperatures, dirt, sand and/or dust. Work may be in multiple hotel locations with irregular hours, on-call status, including days, evenings, weekends and holidays. Team members must adhere to appearance guidelines as defined by Encore. The information in this description is not exhaustive. Encore reserves the right to revise the job or require other tasks to be performed as assigned.
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