Job Title: Manager, Production Operations
Reports To: Director, Event Production

Operations Management

• Oversees daily floor operations and technician workflow to ensure all equipment and services are delivered on time, in proper working order, and according to client and hotel specifications.
• Manages inventory control procedures to maintain appropriate stock levels while ensuring the safety, security, and quality of equipment.
• Attends key hotel meetings, including BEO and pre-production meetings, as needed.
• Reviews billing with clients for accuracy and obtains approval; promptly communicates any potential issues to the Director and/or Experiential Event Producer.
• Ensures implementation of the Experiential Method across operations.
• Reviews quotes and makes cost-efficiency recommendations in line with company standard operating procedures.

Customer Service

• Delivers exceptional customer service by cultivating strong relationships with internal and external clients, team members, neighboring Five-Star locations, and vendors.
• Meets with guests onsite to ensure their needs are met and equipment is set up and functioning properly.
• Maintains a polished, professional image in accordance with the Employee Handbook and hotel standards; ensures the team consistently upholds these expectations.
• Supervises and mentors operational staff to ensure client satisfaction and optimize revenue through precise execution onsite.

People Development & Training

• Fosters a positive working environment rooted in Five-Star's core values.
• Drives professional development and training initiatives to enhance business acumen, technical skills, and field service excellence.
• Effectively utilizes company systems and software; ensures team members are appropriately trained on all relevant platforms.

Experience & Qualifications

• Minimum 3 years of hands-on experience in the events and audiovisual industry, including:
  • Audio Microphones, speakers, sound systems, channel mixers, etc.
  • Video Cameras, LCD/LED screens, projectors, monitors, etc.
  • Lighting GOBOs, gels, uplighting, stage lighting, and basic lighting kits
  • Computers Advanced knowledge of both PC and Mac operating systems and software
• Advanced knowledge and experience in event A/V setups, strikes, and programming
• AV certification or related coursework preferred
• Demonstrated leadership ability; capable of achieving results through others
• Strong planning, organizational, and problem-solving skills
• Collaborative team player with a service-first mindset
• Exceptional customer service or hospitality experience
• Excellent interpersonal, communication, and negotiation skills
• Valid driver's license and clean driving record (required for operating company vehicles)
• Ability to travel for large-scale events

Full-Time Benefits

• 401(k) with company match
• Roth 401(k) with company match
• Medical, dental, and vision insurance
• Health savings account
• Life insurance
• Paid sick leave
• Paid vacation time
• Company-paid holidays