Operations Manager - Deerhurst Resort

Encore Canada; Huntsville; On-site; CAD 50,000 - 60,000; Full time

Job summary

A leading events services company in Muskoka District is seeking an experienced Operations Manager to oversee operations at Deerhurst Resort. In this role, you will manage floor activities, lead a team, and ensure excellent customer service. Ideal candidates will have 4+ years in audio-visual or customer service roles, including supervisory experience. This position offers a salary range of $50,000 - $60,000, with full-time employment benefits.

Qualifications

• 4+ years of audio-visual and customer service experience.
• 2+ years of supervisory experience.
• Experience leading workflow and team members.

Responsibilities

• Manage daily floor activities and workflow of technicians.
• Ensure outstanding customer service and satisfaction.
• Promote and drive professional development and training efforts.

Skills

Customer service

Leadership

Communication

Education

High School Diploma

Bachelor’s degree

Tools

Microsoft Office

Audio-visual equipment

Job description

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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.

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.

Competencies

Communication

Exceeding Customer Expectations

People Development

Building Teamwork

Building Organizational Commitment

Concern for Quality

Salary range is based on skills & experience $50,000 - $60,000

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.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Management and Manufacturing

Industries

Events Services

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