Operations Manager, Hotel Services - Seattle Convention Center

Encore; Seattle (WA); On-site; USD 77,000 - 89,000; Full time

Job summary

A leading company in event technology is seeking an Operations Manager for their Seattle Convention Center. This role focuses on managing floor operations, ensuring service excellence, and developing team members. The ideal candidate will have experience in audiovisual and hospitality, strong leadership skills, and a commitment to customer service. Join a dynamic team and contribute to delivering outstanding experiences at events.

Qualifications

• 4+ years in audiovisual and hospitality/customer service.
• 2+ years supervisory experience.

Responsibilities

• Manage daily floor activities and workflow of technicians.
• Supervise team members and ensure client satisfaction.
• Control inventory and maintain quality standards.

Skills

Leadership

Customer Service

Communication

Education

High School Diploma

Bachelor’s

Tools

Microsoft Office

Job description

Operations Manager, Hotel Services - Seattle Convention Center

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Position Overview

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 Responsibilities

1. Manage daily floor activities and workflow of technicians to ensure timely delivery of equipment and services in good condition, meeting client and hotel specifications.
2. Supervise team members, including scheduling and timekeeping.
3. Review and approve billing with clients and communicate potential challenges to the Director or Sales Manager.
4. Maintain and update daily equipment sheets.
5. Control inventory to maintain proper levels while ensuring safety, security, and quality.
6. Participate in BEO, Pre-Cons, and pre-production meetings as needed.
7. Delegate tasks appropriately.

Customer Service

1. Review quotes and recommend cost efficiencies following company procedures.
2. Supervise and mentor operational staff to ensure client satisfaction and revenue growth through onsite upselling.
3. Establish strong relationships with clients, team members, vendors, and other properties, mentoring technicians to do the same.
4. Meet with guests onsite to ensure their needs are met and equipment functions properly.
5. Maintain a professional appearance and ensure team adherence to standards.

People Development & Training

1. Foster a positive work environment aligned with Encore's core values.
2. Hire, develop, lead, and motivate technicians and support staff.
3. Promote ongoing professional development and training.
4. Manage HR issues including performance, salaries, and training.
5. Utilize company systems effectively and ensure team training.
6. Identify and recommend additional training for team members.

Qualifications

• High School Diploma required; Bachelor’s preferred.
• 4+ years in audiovisual and hospitality/customer service, including 2+ years supervisory experience.
• Experience leading workflows and teams.
• Knowledge of live show audiovisual equipment.
• Proficiency with computer hardware and software, including Microsoft Office.
• Strong leadership and customer service skills.

Core Competencies

• Deliver World Class Service: Hospitality, Ownership
• Manage Ambiguity
• Drive Results: Direct Work, Achieve Goals
• Understand the Big Picture: Financial Acumen
• Value People: Build Effective Teams

Physical & Work Environment

Team members must meet physical demands such as standing, walking, lifting, etc., with accommodations available. Work is performed in a hotel/convention center environment, with exposure to noise, heights, and varying conditions. Irregular hours, including weekends and holidays, are expected. Adherence to appearance guidelines is required.

Salary Range

$77,968.00 - $88,702.00, based on experience and qualifications. Additional benefits and incentives may apply.