Operations Manager - Responsable des Opérations (H/F)

Position Overview

Manages venue 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 Area Manager or the Regional Operations Manager depending on the cluster and region.

Key Job Responsibilities

Operations Management

• Manages the daily operational activities and workflow of product delivery, including technical services, technicians, and equipment, ensuring our product is delivered on time to clients and venue partners.
• Provides direct supervision of team members including the overseeing of scheduling and supporting operations within their cluster.
• Responsible to advise the Sales Manager and Area Manager of any potential challenges and shortages for operational delivery.
• Ensures that daily equipment sheets are updated and properly completed.
• Responsible for the inventory within the cluster and assist the warehouse manager with asset control while also maintaining safety, security, and quality assurance of equipment.
• Responsible for the TEMs and the overseeing of the TEMs within the cluster.
• Attends BEO, Pre-Cons, and pre-production meetings as needed to support the TEMs.
• Responsible for operational cost control and S.O.L.E.
• Delegates tasks appropriately as required and any additional requirements from the Director relating to operations.
• Participate and lead communication efforts with the warehouse and vendors.

Customer Service

• Reviews quotes and provides recommendations for cost efficiencies in accordance with the company’s standard operating procedures, S.O.L.E.
• Supervises and mentors operational staff to ensure client satisfaction and revenue maximization.
• 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.
• When required, 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 and/or hotel standards and ensures the team adheres to the same standards.

People Development & Training

• Promotes and reinforces a positive working environment centered on Encore core values.
• Hire, develop, lead, and motivate a talented team.
• Promote and drive professional development and training efforts to improve overall business acumen, and technical knowledge.
• Manage human resource related issues including performance management, their operational teams.
• Effectively utilizes applicable company systems and software programs and ensure team members are properly trained.
• Recommends team members for additional training opportunities as needed.

Job Qualifications

• 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.

Competencies

• Deliver World Class Service: Hospitality, Ownership
• Do The Right Thing: Manages Ambiguity
• Drive Results: Directs Work, Achieves Goals
• See The Big Picture: Financial Acumen
• Value People: Builds Effective Teams

Work Environment

Hotel Based

Work is performed in a hotel/convention center environment. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high-end audio-visual equipment and electrical components and will be exposed to heights via lifts and ladders. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance and dress code guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.

The information above does not necessarily list all responsibilities, functions, skills, efforts, requirements, or working conditions associated with the job. While this description is intended to accurately reflect the current position, management reserves the right to revise the job or require other or different tasks to be performed as assigned.