Event Operations Manager - Pittsburgh Marriott North

Encore is a globally recognized leader in the event technology industry, specializing in providing state-of-the-art audio-visual and event production services to clients at a range of venues, with a focus on delivering exceptional customer experiences. The company is known for its commitment to excellence, innovation, and collaborative culture that fosters professional development and inclusivity. Encore supports numerous high-profile events and operates in diverse environments including hotels and convention centers. This position is based in a hotel or convention center setting where interaction with various clients and team members is a daily occurrence. The company culture emphasizes core values such as hospitality, ownership, and integrity, aiming to create a positive work environment centered around these principles. Encore offers competitive salaries ranging from $53,210 to $69,173, with compensation reflective of experience, skills, location, and additional factors such as overtime, bonuses, or incentives. Benefits are comprehensive and designed to support employees and their families worldwide. The company also promotes a strong commitment to diversity, equity, and inclusion, ensuring a welcoming culture where unique talents are celebrated and nurtured.

The role of the Floor Operations Manager at Encore is key to ensuring excellence in service delivery and operational efficiency. Reporting directly to an Operations Director or Director of Event Technology, this leadership position is responsible for managing floor operations at locations that generate more than three million dollars in revenue. The primary focus of this role is to achieve service excellence through effective management of customer service, staff leadership, performance oversight, and team development. This includes managing workflows, supervising staff, controlling inventory, and ensuring all equipment and services meet client expectations. The Floor Operations Manager is tasked with overseeing the day-to-day activities of technicians and operational support staff, maintaining high standards of customer satisfaction, and maximizing revenue opportunities through strategic onsite upselling and cost control.

Key responsibilities include scheduling and timekeeping, supervising team members, managing billing and client approvals, updating equipment logs, and implementing inventory control procedures that prioritize safety, security, and quality assurance. The role involves active participation in pre-event planning meetings such as Banquet Event Orders (BEO), Pre-Cons, and pre-production sessions to ensure seamless execution. Exceptional customer service skills are critical, requiring the manager to build and maintain excellent relationships with clients, team members, vendors, and other stakeholders. Onsite guest engagement to ensure satisfaction and proper equipment setup is also an essential part of the job.

This manager fosters a polished and professional team image by setting and enforcing appearance standards consistent with company and hotel guidelines. Additionally, the Floor Operations Manager plays a pivotal role in people development and training, promoting a positive work environment based on Encore’s core values. Responsibilities include hiring, leading, motivating, and developing a technical team, managing performance and salary administration, and encouraging professional growth through training programs. Proficiency in relevant computer systems and software applications, including Microsoft Office and Internet tools, is required to streamline operations and enable effective team training.

The work environment is dynamic and fast-paced, involving exposure to varying noise levels, outdoor temperatures, and physical demands such as standing, walking, lifting, and climbing. Flexibility to work irregular hours, including evenings, weekends, holidays, and on-call shifts, is essential. Given the physical nature of the job and the use of sophisticated audio-visual equipment, this role requires someone who can meet demanding physical requirements while maintaining a focus on safety and quality.

In summary, the Floor Operations Manager at Encore is a vital leadership role that blends operational acumen, team management, technical knowledge, and customer service excellence to ensure the successful delivery of world-class event technology services. This role offers the opportunity to grow within a respected industry leader that values diversity and professional development, all while contributing to memorable event experiences for clients and guests.