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 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
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.
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
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.
Hourly Pay Range: $20.09 - $24.60
The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives.
Encore is committed to providing the best benefits options for our employees and families. Click here to view the benefits options for our employees worldwide.
We pride ourselves on cultivating a welcoming culture where every individual is celebrated for their unique strengths and differences. Click here to view details on our commitment to inclusivity and belonging.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.
