TECHNOLOGY / AV HOSPITALITY MANAGER

Job Description

Job Description

Position Title :  TECHNOLOGY / AV HOSPITALITY MANAGER

Salary :  $80000 - $90000 / year

Founded in 1996, Waveguide LLC is an internationally renowned independent consultant in audiovisual design, information technology design, acoustics consulting, on-site technology management and workplace data analytics. Waveguide is headquartered in Charlotte, North Carolina, with regional consulting locations in Atlanta, Los Angeles, New York, Chicago, Houston, Raleigh, Tampa and Portland.

Our award-winning designers and consultants create world-class communication environments that look as good as they perform. And our data analytics solutions empower facility managers with the resource insights they need to optimize building performance and our clients’ technology investment.

Our trusted AV operations teams are among the most experienced and highly qualified in our industry. They are at our clients’ side to tackle the daily technical and logistical challenges of their meetings and events so they can focus on what matters most.

At Waveguide, we build relationships. Whether it’s your relationship with a client, or the relationship of a technology system to its environment, our success and the success of our clients depends on how we apply our expertise to meet our clients’ needs. Together, we help create strategic technology plans that reflect the way people live, learn and work. We help design efficient buildings and infrastructure that save dollars and make sense. And we design effective technology systems regular people can actually use. But we’re only as good as our people.

We are seeking associates who are passionate, creative thinkers and who will be tirelessly dedicated to building lasting relationships and finding innovative answers to our clients’ most challenging questions.

Within Compass Group, Waveguide is part of the Eurest family that provides dining services to local, regional and national companies across the United States. Services include operating employee dining centers, on-site catering, executive dining rooms, and other managed services.

Job Summary

Waveguide’s hospitality team believes in using technology to elevate the human connection by inspiring confidence in our client partners. The confidence our world-class audiovisual technology hospitality team inspires allows our clients to deliver events that drive engagement – the gold standard of any successful meeting. To do that, our hospitality team is guided by our HERO ethos, which ensures we observe, respect and reflect our clients’ unique culture back to each attendee at all meetings and events.

Hospitality – Always listening

Excellence – Always improving

Resilience – Always flexible

Ownership– Always trusted

That’s where the Technology Hospitality Manager comes in. The Technology Hospitality Manager’s main role is to provide multi-site management of the hospitality service they are overseeing. Managers are by nature managing people, either on their team or a third party team working towards the delivery of a program or project. The Technology Hospitality Manager’s responsibility is to ensure the onsite delivery of technology hospitality and the positive relationship with all client leadership and client frontline team members as well as establish themselves as the primary point of contact for the client onsite.

Their main focus will be to provide consistent communication with the client as well as establish and implement the Waveguide policies, standards, procedures, and guidelines across the client portfolio. They will also need to understand all business technology platforms to be able to interface and coordinate additional technical support for the client conference center locations. The Technology Hospitality Manager should have a strong base knowledge in all things audiovisual, but will primarily deal day to day with the management of the teams and team members themselves. The Technology Hospitality Manager will report to the Director, Client

Experience and will also be attending to all client sites within that client’s portfolio. The Client Experience Managers at each client site will report to them. If a client site does not have a Client Experience Manager then all other Managers, Leads, Advocates, Experts and Specialists at that client’s site are under their leadership and will report directly to them.

Responsibilities

• Develop a weekly cadence with the Managers at all client sites
• Develop a weekly cadence with the client managers and client stakeholders at all sites
• Assisting the Director with all recruiting, interviewing, hiring and firing of frontline team members
• Ensure that all AV technical requirements are met by managing and directing the efforts of each office’s technical team in the execution of the technical statement of work.
• Coordinate with Technology Advocates, Experts and Specialists.
• Act as the technical liaison for all highly visible VIP events at the client sites.
• Provide project management and technical consultation for special projects or system upgrades.
• Prepare a monthly report containing room usage data, open action items, equipment maintenance, and upcoming preventative maintenance schedules is produced for the needs of the firm.
• Prepare and manage quarterly reporting of AV support, room checks, and industry trends in partnership with Client and other vendors
• Ensure the applications used to create trouble tickets, customer issue resolution logs, and asset management is being kept up to date and maintained as they occur.
• Be the liaison for Waveguide to all contractors and vendors of Technology Hospitality.
• Ensure all aspects of videoconference support including call set up, end-user training, troubleshooting, and follow through on escalation of issues are documented.
• Provide consultation and education to all levels of Waveguide on presentation technology equipment.
• Ensure troubleshooting of audiovisual and videoconferencing-related technology (various projectors, control systems, audio- and videoconferencing) are documented.
• Ensure regular preventive maintenance checks (e.g., either report or address troubles such as cable management issues, safety standards noncompliance, etc.) are done and documented.
• Coordinate within the Firm to escalate housekeeping and technical issues outside of AV and conferencing technology and applications to the appropriate department.
• Setup and Coordinate weekly and monthly scheduled meetings with Lead Technicians.
• Represent Technology Hospitality at all department staff meetings.
• Maintain an understanding of current and new technology.
• Be responsible for timesheets, PTO, backfill, HR issues, etc. unless escalation to director is required
• Cross site coordination of services to ensure consistency across a portfolio
• High level account management that does not include finances
• Communicate with Director on health of account, and collaboration with director to bring any issues or new opportunities to HC / Hospitality Leadership as needed

Preferred Qualifications

Working knowledge of :

Required Core Competencies

Click here to Learn More about the Compass Story

Compass Group is an equal opportunity employer.  At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer : this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.

Associates at Waveguide are offered many fantastic benefits.

Associates may also be eligible for paid and / or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here for paid time off benefits information.

Applications are accepted on an ongoing basis.

Waveguide maintains a drugfree workplace.