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Form of workPosition Overview
A Technician is responsible for the set up and operation of basic / small-scale audiovisual systems in a hospitality environment while ensuring complete customer satisfaction. This position reports to an Operations Manager, Operations Director or Director, Event Technology.
Key Job Responsibilities
Preset / stage equipment for evening /outdoor events
Testing / troubleshooting installed AV in classrooms for functionality and Hybrid meeting AV use
Float classrooms / help attendees with AV needs
Participate in monthly inventory counts / replenish storage rooms / classroom bins
Provide kick off / trouble shooting support for classrooms (installed AV) – Face to face client support
Set / strike flip charts, small portable monitors, etc.
Clean classroom glass walls (white boards)
Plug “smart” tables into floor pockets
Prep training classrooms for the next day
Set / kick off / strike moon balloons and small audio systems for outdoor events
Running power lines / power strips to classroom & ballroom tables
Customer Service
- Strives to exceed the expectations and needs of internal and external customers.
- Maintains a positive relationship with all clients through effective communication.
- Meets with guests on site to ensure that their needs are met and the equipment setup is working properly.
- Monitors events and checks in on customers throughout the day.
- Understands and fosters the hotel/client relationship.
Technical Ability
- Understands the technical aspects of the job and demonstrates basic operational ability to troubleshoot and problem solve with equipment and software issues.
- Handles equipment challenges and changes in a timely and professional manner.
Systems Knowledge
- Understands company processes, follows procedures and completes systems entry and paperwork accurately.
- Uses the equipment sheets to determine the equipment scheduled for set up and for strike. Interacts with other staff and outside vendors for equipment.
- Increases revenue by utilizing floor up-selling techniques.
- Works with clients to finalize invoices.
- Completes order entries in Navigator, as needed.
Job Qualifications
- High School Diploma required. Associate’s degree is preferred.
- Achieve Technical Level 3 Certification per Encore Technical Skillset Matrix within 180 days (Technical Skill Set Matrix or @Encore/HR/Global Learning).
- 1 year of customer service or hospitality experience is preferred.
- 1 year of Audio Visual experience or equivalent in educational environment is preferred.
- A valid driver’s license is required for team members that may operate Company vehicles.
- Additional DOT requirement may need to be met if applicable.
Competencies
- Ownership
- Hospitality
- Professionalism
- Responsiveness
- Safety Conscious
- Action Oriented
- Tech Savvy
Work Environment
Hotel
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.
