Encore - Lahaina, HI
posted 4 months ago
The Event Operations Manager at Ritz Carlton Kapalua is responsible for overseeing the daily operations of event services to ensure exceptional customer service and operational excellence. This role focuses on managing floor activities, leading staff, and ensuring that all equipment and services are delivered on time and meet client specifications. The manager will work closely with the Operations Director or Director of Event Technology, particularly in high-revenue locations, to achieve organizational goals through effective workforce management and cost control. In this position, the manager will supervise technicians, handle scheduling, and ensure that billing processes are reviewed and approved by clients. They will also manage inventory control procedures to maintain safety and quality assurance of equipment. Participation in meetings such as BEO, Pre-Cons, and pre-production is essential to align operations with client expectations. The manager will delegate tasks appropriately and ensure that daily equipment sheets are updated and completed accurately. Customer service is a critical aspect of this role. The Event Operations Manager will review quotes, recommend cost efficiencies, and mentor staff to maximize client satisfaction and revenue through onsite upselling. Establishing strong relationships with clients, team members, and vendors is vital, as is ensuring that all team members provide a high level of customer service. The manager will meet with guests onsite to address their needs and ensure that equipment setups are functioning correctly, all while maintaining a professional image in line with company standards. People development is another key responsibility. The manager will promote a positive working environment, hire and develop a talented team, and drive professional development initiatives. They will manage human resource issues, including performance management and training, and ensure that team members are proficient in using company systems and software. The manager will also identify additional training opportunities for team members to enhance their skills and service delivery.