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Event Audio/Video Concierge - Hyatt Baltimore

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Job ID EVENT018757 Date posted 11/22/2022 Location Baltimore , Maryland Position Type Full Time

Position Overview

Act as liaison between Encore, hotel, and client. Provide guests with information and support in a professional and friendly manner while building relationships to ensure a high-quality experience. This position will report to Director, Event Technology.

Key Job Responsibilities

Customer Contact

• Acknowledge and interact with customers while maintaining a pleasant and professional image.

• Build relationships with customers to establish trust and open communication.

• Pro-actively identify potential issues and provides solutions to client’s concerns.

• Respond quickly to questions and requests and handle service problems politely and efficiently.


• Display clear and concise verbal and written skills.

• Communicate technical information effectively to non-technical audiences and presents information in skillful and enthusiastic manner.

• Demonstrate effective listening skills.

• Relay necessary information to other team members regarding customers.


• Communicate billing information to clients, resolves billing concerns and obtain signatures.

• Convey and enter billing changes and communicate billing challenges to appropriate Encore team members.

Operational Support

• Provide on-floor technical support when necessary during extremely heavy business times. 

• Assist with sets, strikes and operation of equipment in accordance with Encore standards. 

• Demonstrate knowledge of hotel and facility services. 

Job Qualifications

• High School Diploma is required. Bachelor’s degree is preferred

• 1-2 years customer service experience is preferred

• Proficiency with computer software and programs, including the Internet and Microsoft Office

• Working knowledge of basic audio-visual equipment is preferred

• Strong written and oral communication skills

• Strong client relationship-building skills

• Ability to multi-task and work well under pressure


Deliver World Class Service

• Hospitality

• Ownership

Do The Right Thing

• Instills Trust

• Safety Conscious

Drive Results

• Action Oriented

See The Big Picture

• Tech Savvy

Value People

• Communicates Effectively

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: ( 

Work Environment


Work is performed in a hotel/convention center 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 hotel locations. Working times will include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.

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.

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You’ll find some of the best rewards in the industry – from comprehensive insurance options and generous PTO to a company-matching 401(k).