Operations Manager

Encore Global; Greater London; Hybrid; GBP 35,000 - 38,000; Full time

Benefits offered by this job

Private Healthcare

Volunteer programme

Enhanced family leave

Perkbox & EAP

Sick pay

Employee recognition scheme

Referral scheme

Career path

Access to technology

Global presence

Long Service Programme

Job summary

Encore is hiring an AV Operations Manager in the UK to lead delivery and setup of events spanning from small meetings to large productions. You will be the primary client contact, coordinating with hotel teams and technicians on-site to ensure flawless execution.

Responsibilities include pre-event client engagement, developing standard set designs, and driving revenue through upselling services while managing budgets and timelines across venues.

Qualifications

• High School Diploma, Mathematics and English GCSE or equivalent preferred.
• Strong AV/live events experience preferred.
• Previous experience within the Service and Hospitality industry would be preferable.
• Previous experience of audio visual experience, or equivalent in an educational environment would be beneficial.

Responsibilities

• Main point of contact for clients on a day-to-day basis to ensure customer expectations and requirements are fulfilled.
• Prepare, rig and de-rig equipment prior to events on-site and be available for ad hoc technical issues.
• Pro-actively contact clients to develop sales potential and arrange meetings to establish requirements.
• Develop a portfolio of standard set designs/visuals to help clients visualise options for a room.
• Upsell services to increase turnover across conferences and events (production, video editing, etc.).
• Maintain budget awareness and negotiate preferential rates; utilise in-house services before outsourcing.

Skills

Strong AV / live events experience

Audio visual experience

Hospitality industry experience

Education

High School Diploma, Mathematics and English GCSE or equivalent

Job description

AV Operations Manager

£35,000 to £38,000 (dependent on experience)

Your perspective:

• Private Healthcare after 12 months of service
• Employee supported volunteering
• Enhanced family leave provisions
• Perkbox and Employee assistance Programme
• Company sick pay
• Employee recognition scheme
• Generous employee referral scheme
• Clearly defined Career path (and all the important support along the way)
• Access to state-of-the-art technology
• Global presence and opportunities worldwide
• Long Service Programme

Your area of responsibility:

Working in some of the best venues and hotels in the UK you will play an integral part in the planning, preparation of some amazing events and will be responsible for the delivery and set up from small meetings through to large scale productions.

• Main point of contact for clients on a day-to-day basis to ensure customer expectations and requirements are fulfilled.
• Along with the technicians you will prepare, rig and de-rig equipment prior to events within the hotel/venue and be available on-site for ad hoc technical issues.
• Pro-actively contact clients well in advance of their event to develop and build sales potential, interpret technical solutions, arranging meetings where necessary to establish their requirements.
• Build, establish and maintain a portfolio of standard set designs/visuals enabling the client to visualise the possibilities for a particular room.
• Maximising sales potential by up-selling services at every opportunity with the view of increasing turnover, i.e. increasing the different elements involved within conferences and events e.g. production, video editing etc.
• Participates in capture rate discussions and suggests ways to capture lost business.
• Monitors sales files to review upcoming groups and to ensure that sales processes are followed.
• Foster good relations with all sales team members to maximise new leads. Educate the team in terms of all services and introduce incentive schemes to encourage the team to distribute potential sales leads.
• Develop a database of clients who have visited the hotel/venue. Proactively correspond with clients after their event to pursue future business. Gain feedback on performance to improve on service.
• Ensure all areas of responsibility are within budget parameters and to negotiate preferential rates. Utilise all in-house services before out-sourcing i.e. crew & equipment. Be aware of turnover targets and actively strive to increase revenue.
• In conjunction with hotel team/Sales & Marketing in London, develop sales and marketing literature specific to the hotel/venue, to increase awareness and build exposure.
• Report to the hotel/venue and attend weekly staff meetings within the hotel/venue to ensure that communication does not break down at any stage.
• Cultivate good relations with all hotel/venue staff, i.e. sales team, banqueting team and front of house.
• Creates development plans with hotel teams to improve service levels. Addresses and provides solutions for concerns or complaints communicated by the Hotel or customers.
• Foster good relations with all of the London team and all sites (particularly London) to ensure that full back-up support is provided from front of house/warehouse.
• Attend regular meetings with the London office to ensure that all delegated duties are carried out effectively and efficiently, meeting all deadlines and objectives.
• Create and standardise information systems where by the local London office can clearly see equipment movements and requirements within the hotel, including quotations and turnover reporting.
• Develop dry hire shows and large scale events with involvement in the tender process and pre-production for new/existing clients and ensure that implementation of the project is handled by the appropriate parties, i.e. utilise Event Producers on a consultancy basis as required.
• Build long-term customer loyalty by converting on-off Hotel corporate clients events to established client accounts,
• Monitor competitor activity of production companies using the Hotel and where possible approach clients with the view of targeting for future activity.
• Delegate technical responsibility to on-site technician, ensuring all duties are achieved within the deadline.Ensure good use of technician’s time by managing shift basis effectively and offering this resource to sister hotels.

What you bring with you:

• High School Diploma, Mathematics and English GCSE or equivalent is preferred.
• Strong AV / live events experience would be preferred
• Previous experience within the Service and Hospitality industry would be preferable.
• Previous experience of audio visual experience, or equivalent in an educational environment would be beneficial.

Our promise to you:

Encore strives to create workplaces that reflect the communities in which we work and live, and where every individual has a full sense of belonging. Our commitment to diversity, equity and inclusion fuels innovation, collaboration, expertise and excellence, while connecting us more closely to our customers