Event Operations Supervisor, Audio Visual – Fairmont Washington

Encore; Washington (District of Columbia); On-site; USD 32,000 - 41,000; Full time

Job summary

Encore in Washington, DC seeks an Operations Supervisor to lead floor operations with an emphasis on customer service, staff leadership, and development. You will oversee the technical team to ensure smooth event delivery and operational efficiency, while supporting onsite administration and career growth.

You will direct daily floor activities, coordinate technician workflows, monitor equipment setup, and participate in venue meetings.

Qualifications

• Bachelor’s degree preferred; external applicants must complete all required training and certifications within 60 days.
• 3–5 years of customer service or hospitality experience preferred.
• 3–5 years of audio-visual experience required.
• External applicants must meet/validate and achieve/complete all training and certifications within 60 days; see career path link.
• Internal applicants must meet/complete all training and certification requirements as determined by Encore’s Global Learning Training Program.
• Knowledge of technical theory.
• Advanced problem-solving skills.
• Experience leading workflow and team members.
• Valid driver’s license required for roles operating Company vehicles.
• Additional DOT requirements may apply.
• Must be able to lift 50 lbs.

Responsibilities

• Organizes the daily floor activities to ensure the timely setup, refresh and removal of equipment.
• Directs technicians' workflow and suggests operational efficiencies.
• Ensures flowsheets are updated and completed.
• Establishes coordinated communications for event management.
• Attends venue meetings as needed.
• Provides excellent service and upholds Encore’s standards.
• Maintains positive client relationships through effective communication.
• Meets with guests on site to verify needs and ensure equipment works properly.
• Monitors events and checks in on customers during the day.
• Assists in training technicians on floor activities and standards.
• Assists in training technicians on Encore’s service and operational standards.
• Mentors new hires and reinforces a positive environment.
• Models Encore values.
• Setup, operation, and breakdown of intermediate AV equipment.
• Troubleshoots technical issues and resolves problems quickly.
• Complies with security and safety measures.
• Ensures equipment is secure from theft or damage.
• Performs preventative maintenance on equipment.
• Leads the team in equipment handling and inventory.
• Participates in physical inventory counts.

Skills

Customer service

Hospitality

AV experience

Technical theory

Problem solving

Team leadership

Driver's license

DOT requirements

Lift 50 lbs

Education

Bachelor’s degree preferred

Job description

Position Overview

The Operations Supervisor leads floor operations with a focus on customer service, staff leadership and development. The Operations Supervisor directly leads the technical team to ensure operational efficiencies and customer satisfaction. This role may also participate in location administrative duties in support of onsite operations and for career development. This position reports to the DET, DOO, or Operations Manager.

Key Job Responsibilities

Operations Management

• 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).

Customer Service

• Provides excellent service and strives to exceed the expectations and needs of internal and external customers by following and upholding Encore’s Service Standards and Operational Excellence through the modeling of proper behavior and adherence to Encore procedures.


• 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.

Training/Staff Development

• 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.

Event Technology

• 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.

Job Qualifications

• Bachelor’s degree is preferred.


• 3-5 years of customer service or hospitality experience is preferred.


• 3-5 year of audio-visual experience is required.


• External applicants must meet/validate and achieve/complete all training and certifications required for this position, within 60 days of start date. For technical external requirements, view our career path at jobs.encoreglobal.com and \"career path\" or the direct link below https://jobs.encoreglobal.com/en/career-paths


• Internal applicants must meet/complete all training and certification requirements as determined by Encore’s Global Learning Training Program in their current position, and for the position they are applying to. Navigate to Connect, HR, Recruiting and Internal Employee Resources to review technical requirements.


• Knowledge of technical theory.


• Advanced problem-solving skills.


• Experience leading workflow and team members.


• A valid driver’s license is required for team members in positions that may operate Company vehicles.


• Additional DOT requirement may need to be met if applicable.


• Must be able to lift 50 lbs.

Competencies

Deliver World Class Service

• Hospitality


• Ownership

Do The Right Thing

• Manages Ambiguity

Drive Results

• Directs Work


• Achieves Goals

See The Big Picture

• Financial Acumen

Value People

• Builds Effective Teams

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx).

Physical Requirements

Team members must be able to meet the physical demands outlined below to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The frequency options are: Continuously, Frequently, Occasionally, and Never.

Physical Activities

• Sitting: 2-3 Hours


• Standing: 4-5 Hours


• Walking: 4-5 Hours


• Stooping: 2-3 Hours


• Crawling: 2-3 Hours


• Kneeling: 2-3 Hours


• Bending: 2-3 Hours


• Reaching (above your head): 2-3 Hours


• Climbing: 0-1 Hours


• Grasping: 4-5 Hours

Lifting Requirements

• 0 - 15 lbs*: Continuously


• 16 - 50 lbs*: Frequently


• 51 - 100 lbs: Occasionally


• Over 100 lbs: Occasionally

Carrying Requirements

• 0 - 15 lbs*: Continuously


• 16 - 50 lbs*: Frequently


• 51 - 100 lbs: Occasionally


• Over 100 lbs: Never

Auditory/Visual Requirements

• Close Vision: Continuously


• Distance Vision: Continuously


• Color Vision: Frequently


• Peripheral Vision: Occasionally


• Depth Perception: Frequently


• Hearing: Continuously

Pushing/Pulling Requirements

• 0 - 15 lbs*: Continuously


• 16 - 50 lbs*: Frequently


• 51 - 100 lbs*: Frequently


• Over 100 lbs: Occasionally

Note: The physical requirements marked with an asterisk () indicate activities performed without assistance.*

Work Environment

Hotel

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.

Warehouse

Work is performed at event venues as well as in a warehouse environment. Team members must adhere to appearance guidelines as defined by Encore based in a warehouse environment and when traveling, on an individual venue or a representation of venues in that city or area. When in the Warehouse, work will be completed in an environment with exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members may use high-end audio-visual equipment and electrical components. Working times may include irregular hours and on-call status including days, evenings, weekends, and holidays.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Hourly Pay Range: $22.71 - $29.53

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.

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