Express Desk Manager - HARGROVE

Position Overview

The Express Desk Manager (EDM) has overall responsibility for sales and event production on projects assigned specific to the Express Desk. This position serves as the primary owner and point-of-contact with all internal departments and the key client contact. At the direction of the Executive Director, this position manages all phases of the project, including pre-show, sales, and scope development, on show site, and post-show activities. The Express Desk Manager must determine and manage within the estimated, approved budget by coordinating, administering, and disseminating information to and from the client and all internal stakeholders. This position is responsible for facilitating and communicating the client’s needs to the various operating departments within Hargrove as well as with the venues and subcontractors. The Express Desk Manager owns small scale projects across Special Events/Exhibits and Trade Shows; requiring advanced levels of expertise and ability as it relates to show size, scale, and custom components. This position reports to the VP, Events & Trade Show Production.

Key Job Responsibilities 

• Provide trusted leadership to the cross organizational team to build consensus on the vision, strategy, and execution of each project.

• Responsible for preparing estimates and budgets for events, using tools developed for assistance.

• Responsible for all phases of the projects, from sales to pre-show planning to show site to post-show wrap-up.

• Assigned to projects by Executive Director based on following criteria:

• Type of Client

• Complexity: Defined SOW, T90 and above 

• Revenue: Special Events: Less than $50,000/Tradeshows: Less than $50,000

• Owns, schedules, and leads all internal and client meetings including launch, project planning, Tie-Down, and Post-Show Wrap-up meetings, providing all vital communication and documentation.

• Responsible for the successful briefing and handover to onsite staff.

• Overall budget management, costings, and profit margins for each job; including planning and project timeline management.

• Responsible for the completion of appropriate work orders and detailed order forms in timely fashion including items such as graphic submission, proof-reading, shop orders, etc.

• Manage all show dates and accurately maintain Forms database.

• Manage and Update CRM database.

• Manage the completion and updating of all floor plans, including initial fire marshal requirements.

• Attend client meetings and site inspections as required.

• Coordinate all install/dismantling requirements and schedules with operations.

• Coordinate all logistical requirements and schedules with venue contacts.

• Manage the submitting of requisitions for the procurement of subcontracted rentals and services (furniture, plants, AV, linens, etc.) or special materials (fabrics, substrates, etc.) and ensuring timely delivery and return of goods as contracted.

• Make provisions for any necessary licenses, permits, and/or certificates as needed.

• Participate and support corporate initiatives for improving infrastructure, processes, and procedures.

• Coordinate graphics collection and dissemination; including receiving files from client, collecting logos, ensure internal departments have correct, final, client-approved file.

• Collaborate with design department to create renderings and communicate to client.

• Complete Invoice and change order clients for all Express Desk Clients.

• Review Corporate Calendar for additional work that could be assumed by the staff when the schedule is slow.

• Coordinate operational meetings within the Express Desk to ensure timely and accurate workflow on all projects.

• Follow-up and track profitability of jobs executed on a quarterly basis so that future efficiencies can be identified and executed.

• Other duties as assigned.

Job Qualifications

• Bachelor’s degree or higher in Business, Marketing, Event Planning, Communications, or a related area of study or equivalent industry experience

• 5+ years of event production experience including special events and trade shows

• 3+ years of direct account/client management

• Excellent customer service skills and the ability to work with cross-functional teams across many levels of management, including the executive leadership

• Budget monitoring and management

• Works well both independently and as a team player, both in the office and at show site with little to no supervision

• Fluent using the English language, along with excellent written and oral communication skills

• Positive approach to teamwork, sales and problem solving

• Detail oriented, strong organizational skills, and works well under pressure

• Microsoft Office 365 experience required

• Ability to pass a high-level background check

• Willingness to travel (<10%)

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

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link: (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx). 

Work Environment

Event Venue

Work is performed in a hotel/event venue environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust.  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 locations.  Working times may include irregular hours and on-call status including days, evenings, weekends, and holidays.   Team members must adhere to appearance guidelines as defined by Hargrove based on an individual venue or a representation of venues in that city or area.   

Office

Work is performed in an office environment.  Working times may include irregular hours and on-call status including days, evenings, weekends, and holidays.   Team members must adhere to appearance guidelines as defined by Hargrove based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.  Most work will take place in a climate-controlled environment.  Surroundings at times can be chaotic, high energy, and noisy, with high traffic volumes, dusty, and exposure to weather conditions.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.