Encore
Event Operations Supervisor, Audio Visual - Grand Hyatt
Encore, Washington, District of Columbia, us, 20022
Event Operations Supervisor, Audio Visual - Grand Hyatt
Position Overview
The Operations Supervisor leads floor operations with a focus on customer service, staff leadership and development. The Operations Supervisor directly leads the technical team to ensure operational efficiencies and customer satisfaction. This role may also participate in location administrative duties in support of onsite operations and for career development. This position reports to the DET, DOO, or Operations Manager.
Key Job Responsibilities Operations Management
Organizes the daily floor activities to ensure the timely setup, refresh and removal of equipment.
Performs daily floor management including directing the workflow of technicians and assisting management with labor needs and scheduling.
Participates in crew scheduling process with venue management and Workforce, focusing on talent to task, business levels, and unique event or client requirements.
Ensures flowsheets are updated and properly completed.
Works with team to establish coordinated communications for the management of events.
Attends venue meetings as needed (Examples: daily banquet event order meetings, pre and post conferences).
Assists management in team member compliance with Operational Excellence.
Provides suggestions for scheduling and operational efficiencies accordingly.
Customer Service
Provides excellent service and strives to exceed the expectations and needs of internal and external customers by following Encore’s Service Standards.
Maintains a positive relationship with all clients through effective communication.
Meets with guests on site to ensure that their needs are met, and the equipment setup is working properly.
Monitors events and checks in on customers throughout the day.
Fosters and maintains the hotel/client relationship.
Assists management in team member compliance with Encore’s Service Standards.
Training/Staff Development
Assists in training technicians on all floor activities.
Assists in training technicians on the venue’s operational standards and Encore’s service and operational standards.
Serves as a mentor for new hires.
Provides guidance and understanding of technician career journey.
Models and reinforces a positive working environment centered around company values.
Event Technology
Responsible for accurate and timely setup, operation, and breakdown of intermediate audiovisual equipment.
Troubleshoot technical issues and resolve problems quickly as they arise.
Complies with all Company security and safety measures.
Ensures equipment is secure from theft and/or damage when in use.
Performs preventative maintenance on equipment to keep it presentable and in good working condition.
Leads the team in proper security, storage, transportation, and maintenance of equipment.
Participates in physical inventory count processes as requested.
Job Qualifications
Preferred: Bachelor’s degree.
Preferred: 3-5 years of customer service or hospitality experience.
Required: 3-5 years of audio-visual experience.
Internal applicants must meet/complete all training and certification requirements as determined by Encore’s Global Learning Training Program in their current position, and for the position they are applying to. Click to review the requirements: Internal Hourly Requirements.pdf
External applicants must meet/validate and achieve/complete all training and certifications required for this position, within 60 days of start date. For technical external requirements, view our career path here: https://jobs.encoreglobal.com/en/career-paths
Knowledge of technical theory.
Advanced problem-solving skills.
Experience leading workflow and team members.
A valid driver’s license is required for team members in positions that may operate Company vehicles.
Additional DOT requirement may need to be met if applicable.
Must be able to lift 50 lbs.
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 Physical Activities
Sitting: 2-3 Hours
Standing: 4-5 Hours
Walking: 4-5 Hours
Stooping: 2-3 Hours
Crawling: 2-3 Hours
Kneeling: 2-3 Hours
Bending: 2-3 Hours
Reaching (above your head): 2-3 Hours
Climbing: 0-1 Hours
Grasping: 4-5 Hours
Lifting Requirements
0 - 15 lbs: Continuously
16 - 50 lbs: Frequently
51 - 100 lbs: Occasionally
Over 100 lbs: Occasionally
Carrying Requirements
0 - 15 lbs: Continuously
16 - 50 lbs: Frequently
51 - 100 lbs: Occasionally
Over 100 lbs: Never
Auditory/Visual Requirements
Close Vision: Continuously
Distance Vision: Continuously
Color Vision: Frequently
Peripheral Vision: Occasionally
Depth Perception: Frequently
Hearing: Continuously
Pushing/Pulling Requirements
0 - 15 lbs: Continuously
16 - 50 lbs: Frequently
51 - 100 lbs: Frequently
Over 100 lbs: Occasionally
Work Environment Hotel. Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high‑end audio‑visual equipment and electrical components and will be exposed to heights via lifts and ladders. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on‑call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.
The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
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Key Job Responsibilities Operations Management
Organizes the daily floor activities to ensure the timely setup, refresh and removal of equipment.
Performs daily floor management including directing the workflow of technicians and assisting management with labor needs and scheduling.
Participates in crew scheduling process with venue management and Workforce, focusing on talent to task, business levels, and unique event or client requirements.
Ensures flowsheets are updated and properly completed.
Works with team to establish coordinated communications for the management of events.
Attends venue meetings as needed (Examples: daily banquet event order meetings, pre and post conferences).
Assists management in team member compliance with Operational Excellence.
Provides suggestions for scheduling and operational efficiencies accordingly.
Customer Service
Provides excellent service and strives to exceed the expectations and needs of internal and external customers by following Encore’s Service Standards.
Maintains a positive relationship with all clients through effective communication.
Meets with guests on site to ensure that their needs are met, and the equipment setup is working properly.
Monitors events and checks in on customers throughout the day.
Fosters and maintains the hotel/client relationship.
Assists management in team member compliance with Encore’s Service Standards.
Training/Staff Development
Assists in training technicians on all floor activities.
Assists in training technicians on the venue’s operational standards and Encore’s service and operational standards.
Serves as a mentor for new hires.
Provides guidance and understanding of technician career journey.
Models and reinforces a positive working environment centered around company values.
Event Technology
Responsible for accurate and timely setup, operation, and breakdown of intermediate audiovisual equipment.
Troubleshoot technical issues and resolve problems quickly as they arise.
Complies with all Company security and safety measures.
Ensures equipment is secure from theft and/or damage when in use.
Performs preventative maintenance on equipment to keep it presentable and in good working condition.
Leads the team in proper security, storage, transportation, and maintenance of equipment.
Participates in physical inventory count processes as requested.
Job Qualifications
Preferred: Bachelor’s degree.
Preferred: 3-5 years of customer service or hospitality experience.
Required: 3-5 years of audio-visual experience.
Internal applicants must meet/complete all training and certification requirements as determined by Encore’s Global Learning Training Program in their current position, and for the position they are applying to. Click to review the requirements: Internal Hourly Requirements.pdf
External applicants must meet/validate and achieve/complete all training and certifications required for this position, within 60 days of start date. For technical external requirements, view our career path here: https://jobs.encoreglobal.com/en/career-paths
Knowledge of technical theory.
Advanced problem-solving skills.
Experience leading workflow and team members.
A valid driver’s license is required for team members in positions that may operate Company vehicles.
Additional DOT requirement may need to be met if applicable.
Must be able to lift 50 lbs.
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 Physical Activities
Sitting: 2-3 Hours
Standing: 4-5 Hours
Walking: 4-5 Hours
Stooping: 2-3 Hours
Crawling: 2-3 Hours
Kneeling: 2-3 Hours
Bending: 2-3 Hours
Reaching (above your head): 2-3 Hours
Climbing: 0-1 Hours
Grasping: 4-5 Hours
Lifting Requirements
0 - 15 lbs: Continuously
16 - 50 lbs: Frequently
51 - 100 lbs: Occasionally
Over 100 lbs: Occasionally
Carrying Requirements
0 - 15 lbs: Continuously
16 - 50 lbs: Frequently
51 - 100 lbs: Occasionally
Over 100 lbs: Never
Auditory/Visual Requirements
Close Vision: Continuously
Distance Vision: Continuously
Color Vision: Frequently
Peripheral Vision: Occasionally
Depth Perception: Frequently
Hearing: Continuously
Pushing/Pulling Requirements
0 - 15 lbs: Continuously
16 - 50 lbs: Frequently
51 - 100 lbs: Frequently
Over 100 lbs: Occasionally
Work Environment Hotel. Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high‑end audio‑visual equipment and electrical components and will be exposed to heights via lifts and ladders. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on‑call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.
The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
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