Event Operations Manager, Toronto

Hargrove, Inc.; Toronto; On-site; CAD 55,000 - 70,000; Full time

Job summary

Encore, a hotel/convention center operator in Toronto, seeks an Operations Manager to oversee floor operations, lead technicians, manage scheduling, and ensure on-time delivery of services to clients. You will monitor inventory, coordinate with clients, attend pre-production meetings, and drive cost control while maintaining safety and quality.

The ideal candidate has 4+ years AV and hospitality experience, with 2+ years supervisory experience or completion of Encore’s ADOP, plus strong

Qualifications

• 4+ years of audio visual and customer service/hospitality experience, including 2+ years of supervisory experience.
• Experience leading workflow and team members.
• Working knowledge of audio-visual equipment in a live show environment.
• Proficiency with computer hardware.
• Proficiency with software, including Microsoft Office.

Responsibilities

• Manages the daily floor activities and workflow of technicians to ensure on-time delivery and client specifications.
• Supervises scheduling and timekeeping for the team.
• Ensures billing is reviewed and approved by clients and informs leadership of challenges.
• Maintains daily equipment sheets and updates inventory control procedures.
• Attends BEO, Pre-Cons, and pre-production meetings as needed.
• Delegates tasks as appropriate.
• Reviews quotes and provides cost-efficiency recommendations.
• Mentors staff to maximize client satisfaction and onsite upselling.
• Meets with guests onsite to ensure needs are met and equipment works properly.
• Maintains a polished image per guidelines and hotel standards.

Skills

Supervisory experience

Customer service

Leadership

Audio-visual equipment

Workflow leadership

Education

High School Diploma

Bachelor's degree preferred

Job description

Manages floor operations to achieve service excellence with a focus on customer service, staff leadership, performance management, and development. Achieves the overall goals of the organization through effective workforce and inventory cost control. This position reports directly to either an Operations Director or Director, Event Technology at locations producing greater than three million dollars in revenue.

Key Job Responsibilities

Operations Management

• Manages the daily floor activities and workflow of technicians to ensure that all equipment and services are delivered on time, in good working condition and as specified by clients and the hotel.
• Provides direct supervision of team members including scheduling and time keeping.
• Ensures that billing is reviewed and approved by clients and advises the Director and/or Sales Manager of any potential challenges.
• Ensures that daily equipment sheets are updated and properly completed.
• Manages inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment.
• Attends BEO, Pre-Cons, and pre-production meetings as needed.
• Delegates tasks as appropriate.

Customer Service

• Reviews quotes and provides recommendations for cost efficiencies in accordance with the company’s standard operating procedures.
• Supervises and mentors’ operational staff to ensure client satisfaction and revenue maximization via onsite upselling.
• Provides outstanding customer service by establishing excellent working relationships with internal and external clients, team members, neighboring ENCORE properties and all vendors. Mentors Technicians to also provide this superior level of customer service.
• Meets with guests onsite to ensure that their needs are met, and the equipment setup is working properly.
• 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.

People Development & Training

• Promotes and reinforces a positive working environment centered on Encore core values.
• Hire, develop, lead and motivate a talented team of technicians and operational support staff.
• Promote and drive professional development and training efforts to improve overall business acumen, technical knowledge and service to the field.
• Manage human resource related issues including performance management, salary administration and training and development.
• Effectively utilizes applicable company computer systems and software programs and ensure team members are properly trained.
• Registers and recommends team members for additional training opportunities as needed.

Job Requirements

• High School Diploma is required. Bachelor’s degree is preferred.
• 4+ years of audio visual and customer service/hospitality experience including 2+ years of supervisory experience OR completion of Encore’s Accelerations Development Operations Program (ADOP).
• Experience leading workflow and team members.
• Working knowledge of audio-visual equipment in a live show environment
• 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.

Deliver World Class Service

Do The Right Thing

Drive Results

See The Big Picture

• Financial Acumen

Value People

Salary Pay Range:

Salary Pay Range: $55,000 - $70,000

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 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.