Event Services Manager

Job Purpose Event Services Manager (ESM) will oversee all aspects of event functions from set up to break down and be the onsite point of contact for the client. The ESM must have previous event service experience and possess outstanding leadership with excellent customer service skills especially when under pressure from potential problems. The ESM is responsible for maintaining high standards of guest service, safety, and cleanliness. Work schedule is irregular depending on event schedule which could occur during business, late evenings and/or all weekend hours averaging 40 hours but could periodically exceed. Hours would be adjusted per pay period to accommodate busy and slow periods. The ESM is to ensure that each client has a positive experience from start to finish and that all expectations are exceeded and be able to resolve any issues that may arise while protecting the building and security of the venue property. Qualifications Prior experience in facility operations of conventions or trade shows, or event service-related operations. Audio Visual (A/V) experience is expected and/or willingness to learn about available event technologies. Prior guest service training is a must. Ability to satisfactorily communicate in English with guests, co-workers, and management to their understanding. Strong written/verbal communication skills. Daily Internet/email access and/or smartphone required. Positive, upbeat attitude/personality. Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness, and work with a minimum of supervision. Ability to work effectively under pressure within stringent schedules. Read and interpret floorplans to ensure event arrangements meet client requirements. Punctuality with regular and reliable attendance and transportation. Interpersonal skills and the ability to work well with co-workers and the public. Experience working with computers (MS Office/Google). Principal Responsibilities Assist Director of Meetings & Events & A/V Manager with event management functions. Arrange client & prospective client venue tours. Design and execute event setup diagrams. Communicate and anticipate client event service needs pre and post event. Ensure high-level of service in all aspects of operations and give each guest a memorable event experience from start to finish. Provide a two-way communication between the client and the event team. Provide security and protection of venue building. Create a service first work environment. Assure cleanliness is maintained before and after events. Anticipate supply & equipment needs for each event. Performing basic cleaning tasks as needed. Greet all guests warmly with an appropriate greeting. Professional presentation, attire, appearance, and work ethic. Understand and communicate services available at the venue. Follow all company safety and security policies and procedures. Report accidents, injuries, and unsafe work conditions to Director/Manager/CEO. Maintain confidentiality of proprietary information; protect company assets. Anticipate and address guests service needs. Thank clients with genuine appreciation. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Reconcile petty cash (monthly). Audio/Video Responsibilities Coordinate and verify guests need for A/V for the event. Prepare and verify functionality of event space A/V as well as guests’ connectivity/hardware. Familiarize self with 3rd floor tech and options for guests needs/wants. Troubleshooting/problem-solving of equipment. Train on internal systems for A/V, door security, lobby splash screens, pre-event checklists. Continued Education on new A/V systems and up to date versions of technology. Coordinate and communicate with Director of Meeting & Events before, during, and after an event. Required Skills Database Management. Excellent interpersonal and customer service skills. High degree of integrity and ethical standards. Exceptional listening skills and demonstrated patience. Basic budgeting and bookkeeping skillset. Excellent organizational skills and attention to details. Strong organizational and multitasking skills. Education and Experience Bachelor’s degree preferred. At least three years of previous work experience in similar scope - required. Physical Requirements Endure various physical movements throughout the work areas, such as reaching, extending arms over head, bending and stooping. Ability to lift, bend, stoop, push or pull and will requires lifting up to 50 lbs. Set up, maintain, and break down such items as flooring, portable chairs, operable walls, barricades, staging, linens, tables, A/V technology, and other furnishings/equipment. Job Type: Full-time Pay: $40,000.00 - $49,000.00 per year Benefits: 401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Experience: Events management: 1 year (Preferred) Customer service: 1 year (Preferred) Ability to Commute: Wilmington, NC 28405 (Preferred) Ability to Relocate: Wilmington, NC 28405: Relocate before starting work (Preferred) Work Location: In person