Event Operations Supervisor, Audio Visual - Marriott Marquis Houston

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 set up, refresh and
removal of equipment.

• Performs daily floor management including directing the workflow of
technicians and assisting management with suggestions for operational
efficiencies to venue management and Workforce.

• 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).

Customer Service

• Provides excellent service and strives to exceed the expectations and needs of
internal and external customers by following and upholding Encore’s Service
Standards and Operational Excellence through the modeling of proper behavior and
adherence to Encore procedures.

• 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.

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 by providing guidance and understanding of
the 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

• Bachelor’s degree is preferred.
• 3-5 years of customer service or hospitality experience is preferred.
• 3-5 year of audio-visual experience is required.

• 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 at jobs.encoreglobal.com
and "career path" or the direct link below
 https://jobs.encoreglobal.com/en/career-paths

• 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. Navigate to
Connect, HR, Recruiting and Internal Employee Resources to review technical
requirements.

• 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

For more information on our Competency Group, refer to the Competency Based
Talent Management page on Encore Connect by searching for the title or copy &
pasting this URL Link
(https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx).

Physical Requirements

Team members must be able to meet the physical demands outlined below to
successfully perform the essential job functions. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential
functions. The frequency options are: Continuously, Frequently, Occasionally,
and Never.

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

Note: The physical requirements marked with an asterisk () indicate activities
performed without assistance.*

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.

Warehouse

Work is performed at event venues as well as in a warehouse environment. Team
members must adhere to appearance guidelines as defined by Encore based in a
warehouse environment and when traveling, on an individual venue or a
representation of venues in that city or area. When in the Warehouse, work will
be completed in an environment with exposure to outdoor temperatures and to
dirt, sand and/or dust. The working conditions will vary between moderately
quiet to noisy volumes. Team members may use high-end audio-visual equipment and
electrical components. Working times may include irregular hours and on-call
status including days, evenings, weekends, and holidays.

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.