Operations Manager, Hotel Services (205711-868)

Psav Presentation Services Minneapolis , MN 55415

Posted 3 months ago

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 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 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


  • Communication

  • Exceeding Customer Expectations

  • People Development

  • Building Teamwork

  • Building Organizational Commitment

  • Concern for Quality

Required Experience

Job Requirements

  • High School Diploma is required. Bachelor's 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.

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Services Manager


Posted 4 days ago

VIEW JOBS 12/13/2018 12:00:00 AM 2019-03-13T00:00 <p><strong>About Us:</strong></p> <p>Hanzo is solving the single biggest challenge in above-board compliance and litigation today -- contextual investigation, capture, and preservation of dynamic web content. Through one sophisticated platform, we capture and replicate team messaging data, social media engagement, and interactive web content then preserve it in its native format for analysis and review.</p> <p><br></p><p>Launched in 2009, Hanzo serves teams at PayPal, Twitter, Koch, Facebook, LinkedIn, eBay, T. Rowe Price, Wells Fargo, Allianz, Ameriprise, and many other firms across the globe. You can meet our forward-thinking customer base here: <a href="https://workable.com/nr?l=https%3A%2F%2Fwww.hanzo.co%2Fcustomer-success-stories" rel="nofollow noreferrer noopener" class="external">https://www.hanzo.co/customer-success-stories</a></p> <p></p> <p></p><p><strong>Role Summary &amp; Responsibilities:</strong></p> <p>Hanzo is looking for a Customer Services Manager to lead our Customer Engagement team. This role is strategically important for Hanzo and our wide customer base. Hanzo is a customer focused operation and continues to expand our tremendous customer support experience for our members. </p> <p><br></p><p>In this role, you will responsible for:</p> <ul> <li>Support and engagement with our customers in all our product lines from Compliance to eDiscovery to Investigations</li> <li>Customer Onboarding including Project Management of the onboarding process, Customer Training and establishing and supporting the ongoing playbook for Customer Success</li> <li>Lead and support the Hanzo Support Desk and Support Line</li> <li>Ensure customer obligations are meet via our Hanzo services</li> <li>Ensure timely resolution of escalated issues and exceptions</li> <li>Ensure contract compliance, and conduct periodic performance reporting</li> <li>Work within our process which includes monitoring SLAs, updating our issue tracking system</li> <li>Translate feedback from customers and operations into software development to enhance our product and service offerings</li> <li>Be responsible for completing time-critical day-to-day tasks</li> <li>Manage and nurture customer accounts, contribute to future forecasting, and advise on up-selling opportunities within customer accounts</li> <li>Nurture and ensure customer subscription renewal and Account Management for return customers</li> <li>Establishment and implementation of Hanzo Customer Certification Programs</li> </ul><p><strong>Requirements</strong></p><p><strong>Basic Qualifications and Experience:</strong></p> <ul> <li>4+ years of Customer Service experience</li> <li>2+ years of Customer Service Team Management</li> <li>1+ years of Project Management</li> <li>Experience with Cloud based technology software stack</li> <li>Experience with Enterprise technology</li> <li>BS/BA</li> </ul> <p><br></p><p><strong>Desired Characteristics:</strong></p> <ul> <li>Excellent verbal and written communication skills</li> <li>Excellent commercial acumen</li> <li>The ability to maintain calm under pressure </li> <li>Demonstrated leadership and work ethic</li> <li>Experience with managing customers in the Fortune 100</li> <li>PMP Certification is desirable</li> <li>Demonstrated Account Management </li> <li>A back ground in compliance and financial services is preferred</li> </ul><p><strong>Benefits</strong></p><p>Learn more about Hanzo and the benefits that we offer our employees at: <a href="https://workable.com/nr?l=https%3A%2F%2Fwww.hanzo.co%2Fabout-us%2Fcareers" rel="nofollow noreferrer noopener" class="external">https://www.hanzo.co/about-us/careers</a></p> <p>Hanzo is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.</p> <p>Hanzo will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.</p> Hanzo Minneapolis MN

Operations Manager, Hotel Services (205711-868)

Psav Presentation Services