Event Operations Manager - MGM National Harbor Job at Encore Global (Oxon Hill-Glassmanor)

Job Description

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.

Job Responsibility

Manages 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
Provides direct supervision of team members including scheduling and time keeping
Ensures that billing is reviewed and approved by clients, and advises the Director and/or Sales Manager of any potential challenges
Ensures that daily equipment sheets are updated and properly completed
Manages inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment
Attends BEO, Pre-Cons, and pre-production meetings as needed
Delegates tasks as appropriate
Reviews quotes and provides recommendations for cost efficiencies in accordance with the company’s standard operating procedures
Supervises and mentors operational staff to ensure client satisfaction and revenue maximization via onsite upselling
Provides outstanding customer service by establishing excellent working relationships with internal and external clients, team members, neighboring Encore properties and all vendors
Mentors Technicians to also provide this superior level of customer service
Meets 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
Promotes and reinforces a positive working environment centered on Encore core values
Hire, develop, lead and motivate a talented team of technicians and operational support staff
Promote and drive professional development and training efforts to improve overall business acumen, technical knowledge and service to the field
Manage human resource related issues including performance management, salary administration and training and development
Effectively utilizes applicable company computer systems and software programs and ensure team members are properly trained
Registers and recommends team members for additional training opportunities as needed

Requirements

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

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Event Operations Manager - MGM National Harbor

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