Event Operations Manager, Venues - Burbank Marriott

Encore is a leading provider of event experiences and hospitality services, specializing in delivering high-quality audio visual and event technology solutions. With a strong presence in the hotel and convention center industry, Encore partners with premier locations to produce exceptional events with seamless technical execution. The company is committed to fostering a welcoming, inclusive culture where employees feel valued for their unique strengths and are encouraged to grow professionally. Encore's team-centric approach emphasizes service excellence, innovation, and continuous improvement, allowing the company to maintain its position as an industry leader.

The Operations Manager role at Encore focuses on managing floor operations to achieve service excellence with a strong emphasis on customer service, staff leadership, performance management, and development. Reporting directly to an Operations Director or Director of Event Technology at locations generating over three million dollars in revenue, this position plays a critical role in helping Encore achieve its organizational goals through effective workforce management and inventory control. The manager is responsible for overseeing the daily workflow of audio visual technicians, ensuring equipment and services meet client specifications, and that all operations contribute to a positive client experience.

This managerial role requires a hands-on leader who can supervise team members effectively, including scheduling, timekeeping, and performance review. The individual ensures billing accuracy by reviewing and approving client invoices and communicates any potential issues to senior management. Maintaining proper inventory levels and safety standards for equipment is another vital responsibility, as is attending important client and internal meetings such as Banquet Event Orders (BEO), Pre-Cons, and pre-production meetings. The manager is also tasked with delegating responsibilities appropriately to maximize operational efficiency.

Customer service excellence is at the core of this position. The Operations Manager reviews quotes and suggests cost-efficient solutions aligned with company procedures, mentors technicians to enhance their customer service skills, and maintains excellent working relationships with guests, internal teams, vendors, and neighboring Encore properties. Onsite presence is crucial to ensure all client needs are met and equipment setups function properly, projecting a professional image consistent with Encore and hotel standards.

People development is another essential aspect of the role. The Operations Manager is responsible for hiring, developing, and motivating a skilled team of technicians and support staff while fostering a positive work environment centered on Encore's core values. Leadership involves managing human resources functions like performance management, salary administration, training, and development. The manager also promotes ongoing professional growth through training programs and ensures team members are adept at using company computer systems and software.

This position requires a comprehensive understanding of audio visual equipment in a live event environment, proficiency with Microsoft Office and other relevant software, and strong leadership capabilities focused on achieving customer satisfaction and business results. The manager must be able to handle physical demands, such as standing and walking for several hours, lifting and carrying loads up to over 100 pounds occasionally, and working in varied hotel environments that may expose the individual to different temperatures, noise levels, and physical challenges.

The pay range for this role is $70,304 to $74,938, with compensation based on experience, skills, and location. Additional benefits include potential overtime, bonuses, and incentives, reflecting Encore's commitment to rewarding performance. This position requires flexibility to work irregular hours, including evenings, weekends, holidays, and on-call shifts. Encore also emphasizes adherence to appearance standards and maintains a strong dedication to inclusivity and employee well-being. Through this role, candidates have the opportunity to contribute to high-profile event productions and grow within a respected, forward-thinking company dedicated to service excellence and team success.