Event Operations Manager - Ritz Carlton Kapalua

$77,000 - $135,000/Yr

Encore - Lahaina, HI

Full-time - Manager

Lahaina, HI

Apparel Manufacturing

About the position

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.

Responsibilities

• Manage daily floor activities and workflow of technicians to ensure timely delivery of equipment and services.
• Supervise team members, including scheduling and timekeeping.
• Review and approve billing with clients, advising management of potential challenges.
• Update and complete daily equipment sheets accurately.
• Manage inventory control procedures to maintain safety and quality assurance of equipment.
• Attend BEO, Pre-Cons, and pre-production meetings as necessary.
• Delegate tasks appropriately among team members.
• Review quotes and recommend cost efficiencies according to company procedures.
• Mentor operational staff to ensure client satisfaction and maximize revenue through upselling.
• Establish excellent working relationships with clients, team members, and vendors to provide outstanding customer service.
• Meet with guests onsite to ensure their needs are met and equipment setup is functioning properly.
• Portray a polished, professional image and ensure team adherence to standards.
• Promote a positive working environment centered on company core values.
• Hire, develop, lead, and motivate a talented team of technicians and operational support staff.
• Drive professional development and training efforts to improve business acumen and technical knowledge.
• Manage human resource issues including performance management and training.
• Utilize company computer systems and software effectively, ensuring team training.

Requirements

• Proven experience in event operations management or a similar role.
• Strong leadership skills with the ability to motivate and develop a team.
• Excellent customer service skills and the ability to build relationships with clients and vendors.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks and prioritize effectively.
• Proficient in using company computer systems and software programs.

Nice-to-haves

• Experience in a high-revenue event management environment.
• Knowledge of audio-visual equipment and technology.
• Previous experience in hospitality or hotel operations.

Benefits

• Competitive salary range of $77k - $135k per year.
• Opportunities for professional development and training.
• Employee discounts at Encore properties.