Event Operations Manager - SAFE Credit Union Convention Center Complex

Encore is a leading events and hospitality company that specializes in providing innovative audio-visual, event technology, and production services for some of the world’s most prestigious hotels and convention centers. With a focus on delivering world-class service and creating memorable experiences for clients, Encore operates in a dynamic environment that combines cutting-edge technology with exceptional customer care. The company is known for its extensive expertise in managing large-scale events with revenues often exceeding three million dollars, ensuring smooth operations, technical excellence, and outstanding client satisfaction across all services.

This position is a supervisory role responsible for managing floor operations to achieve service excellence through customer service, staff leadership, performance management, and development. The individual filling this role reports directly to an Operations Director or Director of Event Technology and plays a critical part in achieving the organization's overall goals by effectively controlling workforce and inventory costs.

The role requires overseeing daily floor activities and technician workflows to ensure that equipment and services are delivered accurately, on time, and functioning properly according to client and hotel specifications. This includes supervising team members' schedules and attendance, ensuring timely approval of billing, updating equipment records, and maintaining proper inventory procedures to safeguard equipment safety, security, and quality. The position also involves active participation in pre-event meetings such as Banquet Event Orders (BEO), pre-construct meetings, and pre-production sessions.

Customer service is a primary focus, with responsibilities including reviewing quotes for cost efficiency, mentoring staff to maximize revenue through onsite upselling, and fostering excellent internal and external client relationships. The role emphasizes maintaining a polished and professional team image consistent with the company's standards.

People development and training are also key elements of the position. The supervisor is charged with cultivating a positive work culture aligned with Encore’s core values, hiring and motivating technical and operational staff, promoting professional growth, managing human resource issues such as performance evaluations and salary administration, and ensuring team competency with company technology platforms. Encouraging ongoing training and recommending further development opportunities for team members are integral to supporting business acumen, technical skills, and exceptional service delivery.

Working conditions involve hotel and convention center environments with exposure to varying noise levels, outdoor elements, and the use of sophisticated audio-visual equipment, including working at heights using lifts or ladders. The position requires flexibility with work hours, including irregular shifts, on-call availability, weekends, holidays, and adherence to appearance guidelines specific to Encore and individual hotel standards.

Encore is committed to equal employment opportunity and values diversity, providing reasonable accommodations to allow individuals with disabilities to perform the essential job functions. This role offers an opportunity for experienced supervisory professionals in the audio-visual and hospitality industry to lead talented teams, drive operational excellence, and contribute to creating extraordinary event experiences for clients.