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Operations Manager, Hotel Services - Audio Visual job

PSAVNew York City, NY
PSAV jobs



Company Description

Since 1937, PSAV has been connecting and inspiring people around the globe with impactful meeting and event experiences. Working closely with our customers, our talented professionals deliver strategic planning, creative production, advanced technology and staging services to make dynamic and impactful meetings and events of all sizes – always with an unwavering focus on you. Our experienced professionals are passionate about successful events, and take the time to learn about you and your goals. That close working relationship, along with our vast resources and ready-for-anything approach, gives you the peace of mind that PSAV can help create a unique event tailored to realize your vision and achieve your goals. We’ve earned a reputation for providing reliable, world-class service. It’s earned us the privilege of supporting more than 1,000 meeting planners and event organizers each day. We’re proud of our long-term relationships and position as the trusted, on-site provider of choice at more than 1,500 leading hotels, resorts, convention centers and sports/entertainment venues around the world. Our global footprint in the United States, Canada, the Caribbean, Mexico, Europe and the Middle East, along with our 40+ production branches, allows us to produce inspiring events anywhere you want to be.

Job Description

Position Overview

Manages 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 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.
Attends BEO, Pre-Cons, and pre-production meetings as needed.
Delegates tasks as appropriate.
Manages inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment.

Customer Service

Reviews quotes and provides recommendations for cost efficiencies in accordance with the companys 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 PSAV 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 PSAV 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.

Required Skills



Exceeding Customer Expectations

People Development

Building Teamwork

Building Organizational Commitment

Concern for Quality

Required Experience :

Job Requirements

High School Diploma is required. Bachelors degree is preferred.

4+ years of customer service or hospitality experience is preferred.

4+ years of audio visual experience

2+ years of supervisory experience

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.

Physical Requirements

Physical Requirements

Hours Per Day

Lifting Requirements


2-3 hours

Lifting 0 - 15 lbs*


3-4 hours

Lifting 16 50 lbs*


3-4 hours

Lifting 51 - 100 lbs


0-1 hours

Lifting Over 100 lbs


0-1 hours


0-1 hours

Carrying Requirements


0-1 hours

Carrying 0 - 15 lbs*

Reaching (above your head)

0-1 hours

Carrying 16 50 lbs*


0-1 hours

Carrying 51 - 100 lbs


0-1 hours

Carrying Over 100 lbs


Auditory/Visual Requirements


Pushing/Pulling Requirements

Close Vision


Pushing/Pulling 0 - 15 lbs*

Distance Vision


Pushing/Pulling 16 50 lbs*

Color Vision


Pushing/Pulling 51 - 100 lbs*

Peripheral Vision


Pushing/Pulling Over 100 lbs

Depth Perception


*Identifies the physical requirements that team members perform without assistance.


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 PSAV based on an individual hotel or a representation of hotels in that city or area.

Job Location

New York,New York,US

Position Type



  • Review processing schedules or production orders to make decisions concerning inventory requirements, staffing requirements, work procedures, or duty assignments, considering budgetary limitations and time constraints.
  • Direct or coordinate production, processing, distribution, or marketing activities of industrial organizations.
  • Develop or implement production tracking or quality control systems, analyzing production, quality control, maintenance, or other operational reports to detect production problems.
  • Review operations and confer with technical or administrative staff to resolve production or processing problems.


  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
  • SpeakingTalking to others to convey information effectively.


  • Administration and ManagementKnowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Personnel and Human ResourcesKnowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.



Company - Private




$500M to $1B


Multiple locations






Mike McIlwain

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