Event Operations Lead — AV & Service Excellence

Encore; Baltimore (MD); On-site; USD 28,000 - 37,000; Full time

Job summary

Encore is seeking an Operations Supervisor in Baltimore to lead floor operations, ensure customer satisfaction, and develop the technical team. The role involves managing events, training technicians, and overseeing AV equipment setup and maintenance on site.

The position requires experience in customer service or hospitality, AV expertise, and a drive to uphold Encore’s standards. A valid driver’s license is often required, and travel to venue locations may occur.

Qualifications

• Bachelor’s degree preferred.
• 3-5 years of customer service or hospitality experience preferred.
• 3-5 year of audio-visual experience is required.
• External applicants must meet/validate and achieve/complete all training and certifications within 60 days of start date.
• Internal applicants must meet/complete all training and certification requirements as determined by Encore’s Global Learning Training Program.

Responsibilities

• Organizes the daily floor activities to ensure the timely set up, refresh and removal of equipment.
• Performs daily floor management including directing the workflow of technicians and assisting management with suggestions for operational efficiencies to venue management and Workforce.
• Ensures flowsheets are updated and properly completed.
• Works with team to establish coordinated communications for the management of events.
• Attends venue meetings as needed (examples: daily banquet event order meetings, pre and post conferences).
• Provides excellent service and strives to exceed the expectations and needs of internal and external customers by following Encore’s Service Standards and Operational Excellence.
• Maintains a positive relationship with all clients through effective communication.
• Meets with guests on site to ensure that their needs are met, and the equipment setup is working properly.
• Monitors events and checks in on customers throughout the day.
• Assists in training technicians on all floor activities.
• Assists in training technicians on the venue’s operational standards and Encore’s service and operational standards.
• Serves as a mentor for new hires by providing guidance and understanding of the technician career journey.
• Models and reinforces a positive working environment centered around company values.
• Responsible for accurate and timely setup, operation, and breakdown of intermediate audiovisual equipment.
• Troubleshoot technical issues and resolve problems quickly as they arise.
• Complies with all Company security and safety measures.
• Ensures equipment is secure from theft and/or damage when in use.
• Performs preventative maintenance on equipment to keep it presentable and in good working condition.
• Leads the team in proper security, storage, transportation, and maintenance of equipment.
• Participates in physical inventory count processes as requested.

Skills

Customer service

Staff leadership

Communication

Problem solving

Training

Education

Bachelor’s degree preferred

Tools

AV equipment

Event technology

Job description

Encore is seeking an Operations Supervisor in Baltimore to lead floor operations, ensure customer satisfaction, and develop the technical team. The role involves managing events, training technicians, and overseeing AV equipment setup and maintenance on site.

The position requires experience in customer service or hospitality, AV expertise, and a drive to uphold Encore’s standards. A valid driver’s license is often required, and travel to venue locations may occur.