Operations Manager - Edmonton
Encore Canada
Edmonton, Alberta
3d ago

Key Job Responsibilities

Operations Management

  • Manages the daily floor activities and workflow of technicians to ensure that all equipment and services are delivered on time, in good working condition and as specified by clients and the hotel.
  • Provides direct supervision of team members including scheduling and time keeping.
  • Ensures that billing is reviewed and approved by clients, and advises the Director and / or Sales Manager of any potential challenges.
  • Ensures that daily equipment sheets are updated and properly completed.
  • Manages inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment.
  • Attends BEO, Pre-Cons, and pre-production meetings as needed.
  • Delegates tasks as appropriate.
  • Customer Service

  • Reviews quotes and provides recommendations for cost efficiencies in accordance with the company’s standard operating procedures.
  • Supervises and mentors operational staff to ensure client satisfaction and revenue maximization via onsite upselling.
  • 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.

  • 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 in the Employee Guide 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 of technicians and operational support staff.
  • Promote and drive professional development and training efforts to improve overall business acumen, technical knowledge and service to the field.
  • Manage human resource related issues including performance management, salary administration and training and development.
  • Effectively utilizes applicable company computer systems and software programs and ensure team members are properly trained.
  • Registers and recommends team members for additional training opportunities as needed.
  • Job Requirements

  • 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 OR completion of ENCORE’s Accelerations Development Operations Program (ADOP).
  • 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

  • Communication
  • Exceeding Customer Expectations
  • People Development
  • Building Teamwork
  • Building Organizational Commitment
  • Concern for Quality
  • Physical Requirements

    Physical Requirements

    Lifting Requirements

    Carrying Requirements

    Frequently

    Reaching (above your head)

    Lifting Requirements

    Carrying 51 - 100 lbs

    Lifting Requirements

    Carrying Over 100 lbs

    Frequency

    Auditory / Visual Requirements

    Lifting Requirements

    Pushing / Pulling Requirements

    Lifting Requirements

    Pushing / Pulling 0 - 15 lbs*

    Lifting Requirements

    Pushing / Pulling 16 50 lbs*

    Lifting Requirements

    Pushing / Pulling 51 - 100 lbs*

    Lifting Requirements

    Pushing / Pulling Over 100 lbs

    Lifting Requirements

  • Identifies the physical requirements that team members perform without assistance.
  • Continuously

    Physical Requirements

    0-1 hours

    Carrying Requirements

    Frequently

    Reaching (above your head)

    0-1 hours

    Carrying 51 - 100 lbs

    0-1 hours

    Carrying Over 100 lbs

    Occasionally

    Auditory / Visual Requirements

    Frequency

    Pushing / Pulling Requirements

    Frequently

    Pushing / Pulling 0 - 15 lbs*

    Frequently

    Pushing / Pulling 16 50 lbs*

    Frequently

    Pushing / Pulling 51 - 100 lbs*

    Occasionally

    Pushing / Pulling Over 100 lbs

    Frequently

  • Identifies the physical requirements that team members perform without assistance.
  • Continuously

    Team members must be able to meet the physical demands above in order to successfully perform the essential job functions.

    Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

    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.

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