AV Operations Leader — Service & Team Growth

Encore; Boston (MA); On-site; USD 53,000 - 69,000; Full time

Job summary

Encore in Boston seeks an Operations Manager to lead floor activities, supervise technicians, and ensure service excellence for events.

You will manage inventory, oversee billing collaboration, attend pre-production meetings, and mentor staff while upholding Encore standards. The role requires 4+ years in AV and hospitality with supervisory experience, and strong leadership and customer service focus.

Qualifications

• 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.
• 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.

Responsibilities

• Manage 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.
• Provide direct supervision of team members including scheduling and time keeping.
• Ensure that billing is reviewed and approved by clients, and advise the Director and/or Sales Manager of any potential challenges.
• Ensure that daily equipment sheets are updated and properly completed.
• Manage inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment.
• Attend BEO, Pre-Cons, and pre-production meetings as needed.
• Delegate tasks as appropriate.
• Review quotes and provide recommendations for cost efficiencies in accordance with the company’s standard operating procedures.
• Supervise and mentor operational staff to ensure client satisfaction and revenue maximization via onsite upselling.
• Provide outstanding customer service by establishing excellent working relationships with internal and external clients, team members, neighboring Encore properties and all vendors.
• Meet 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.

Skills

Customer service

Staff supervision

Event technology

Inventory control

Leadership

Vendor coordination

Education

High School Diploma

Bachelor's degree preferred

Tools

Audio visual equipment

Microsoft Office

Computer hardware

Job description

Encore in Boston seeks an Operations Manager to lead floor activities, supervise technicians, and ensure service excellence for events.

You will manage inventory, oversee billing collaboration, attend pre-production meetings, and mentor staff while upholding Encore standards. The role requires 4+ years in AV and hospitality with supervisory experience, and strong leadership and customer service focus.