Operations Mgr, Htl Srvcs - InterContinental Boston, an IHG Hotel
Company: Encore Global
Location: Boston
Posted on: April 28, 2024
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Job Description:
Position OverviewManages floor 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 Operations
Director or Director, Event Technology at locations producing
greater than three million dollars in revenue.Key Job
ResponsibilitiesOperations 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 QualityWork EnvironmentWork 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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Keywords: Encore Global, Brockton , Operations Mgr, Htl Srvcs - InterContinental Boston, an IHG Hotel, Hospitality & Tourism , Boston, Massachusetts
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