Director of Operations - Niagara Falls

Encore Global; Niagara Falls; On-site; CAD 65,000 - 80,000; Full time

Job summary

Encore Global in Niagara Falls, Canada, is seeking an experienced Operations Manager to lead AV services for high-revenue locations. You will direct daily equipment setups, manage staffing levels, and ensure top-tier service while controlling costs.

You will oversee inventory, maintenance, and timely delivery of gear, build strong hotel and vendor relationships, and coach the team to meet the company standards and financial goals.

Qualifications

• High School Diploma required; Bachelor's degree preferred.
• 3+ years of audio visual experience.
• 1+ years of supervisory experience.
• Experience with live show AV equipment and large events.
• Proficient with computer hardware and MS Office.

Responsibilities

• Directs daily equipment setups and strikes.
• Manages scheduling to ensure adequate staffing.
• Mentors operational staff to deliver outstanding customer service.
• Establishes relationships with hotel/resort staff, executives and vendors.
• Uses billing system to coordinate invoicing and ensure accuracy.
• Manages on-site inventory and equipment maintenance.
• Drives team development and training.

Skills

AV experience

Supervisory experience

Leadership

MS Office

Computer hardware

Customer service

Education

High School Diploma

Bachelor's degree preferred

Tools

Billing system

Inventory software

Job description

Position Overview

Responsible for supporting the Director, Event Technology with all audio visual services duties in locations producing greater than three million dollars in revenue. Acts as a liaison between the Operations and Sales teams. Maintains a profitable location while controlling costs and achieving the overall goals of the organization.

Key Job Responsibilities

Operations Management

• Directs the operations team on daily equipment setups and strikes.
• Ensures appropriate business levels will be accommodated by scheduled staff members and delegates tasks appropriately.
• Mentors and supervises operational staff to provide outstanding customer service, ensuring that room sets are completed according to the company’s standards.
• Establishes excellent working relationships with hotel/resort staff and executives, team members, neighboring locations and all vendors.
• Utilizes the billing system to coordinate invoicing activities and ensures accuracy.

Asset Management

• Ensures that inventory control procedures are followed to maintain proper inventory levels while also maintaining safety, security, and quality assurance of all gear.
• Manages the on-site equipment inventory and sources internal gear from other locations before sub-renting externally.
• Ensures that all equipment and services are delivered on time, in good working condition and as specified by clients and the hotel.
• Keeps the inventory in good working condition and acts quickly to have gear repaired as necessary.
• Researches and remains current on new technology and equipment to purchase.

People Development

• Maintains a positive employee relations environment for all Audio Visual and Business Center (if applicable) team members.
• Manages staff to support the growth of the business and accomplish the organizational goals.
• Provides focused and continued coaching to develop the skills of team members.
• Manages human resources activity including selection, performance management, and training and development.
• Portrays a polished, professional image according to the guidelines in the Employee Guide and/or hotel standards and ensures the team adheres to the same standards.

Training and Development

• Ensures employees are properly trained in all areas. Supports property-wide training programs including but not limited to OSHA, Safety, Educational and Employee Enhancement programs.
• Provides mentoring and coaching to assure the continual development of team members.
• Trains technical staff and models appropriate use of all technical equipment.
• Recommends team members for additional training opportunities as needed.

Job Requirements

• High School Diploma is required. Bachelor’s degree is preferred.
• 3+ years of audio visual experience
• 1+ years of supervisory experience
• Working knowledge of audio visual equipment in a live show environment
• Experience handling pre-planning and operations of large audio visual events
• Proficiency with the use of 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 in positions that 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

Salary Pay Range: $65,000 - $80,000

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.

We use artificial intelligence (AI) tools to help screen and/or assess applications for this role. These tools analyze information you provide (for example, your résumé or answers to questions using the chat to apply feature) to support our hiring team’s review. All hiring decisions include human judgment.

Work Environment

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.