SUMMARY: The primary responsibilities of an Event Services Manager I involve the oversight of some ESC functions, including the creation of order forms and exhibitor kit flyers. ESM I’s can manage labor desks for small to medium tradeshows (<500 exhibitors) and/or act as the main point of contact with Show Management.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
1. Provide exceptional, forward-facing customer service to all internal and external customers, including exhibitors, colleagues and facility personnel.
2. Possess knowledge of all services offered, work order keywords, billing and electrician skillsets.
3. Work with ESC’s to ensure that all events in Event Management Program (EMP) are updated as information is received, including Event Hours and Exhibitor Lists.
4. Verify that all event buckets and files are maintained, organized and up to date.
5. Oversee the creation of order forms and exhibitor kit flyers to distribute to general service contractors and clients.
6. Respond to e-mails in the Branch inbox and assist ESCs with complex questions/requests.
7. Communicate with general service contractors regarding move-in, exhibitor, show open and tear-out hours as well as obtaining up-to-date floor plans.
8. Obtain and review current and up-to-date exhibitor lists and work with Event Services Coordinators to import into EMP, updating exhibitor information as necessary.
9. Oversee processed exhibitor utility orders received via email, mail and through on-line ordering and answer questions as needed.
10. Collect payment for services before, during and post event.
11. Review and request additional information from exhibitors, hosting meetings as needed to meet exhibitor needs during move-in and finalizing all plans.
12. Communicate regularly with client, decorator and assigned foremen to obtain all relevant event information.
13. Ensure accuracy of master floor plans, updating and/or communicating with the GSC as needed.
14. Communicate with the assigned foreman and the team regarding order status, event schedule, floor plan updates, installation, dismantle and other unique show attributes.
15. Produce exhibitor and show management work orders.
16. Obtain and enter Show Management and/or general service contractor utility requirements, providing timely estimates to Show Management.
17. Participate in pre-show audits of orders and show files to ensure accurate data entry.
18. Attend planning, site visits, event operations, GSC production meetings, internal labor and pre-con meetings as scheduled.
19. Manage and provide customer service onsite at exhibitor service desk and/or labor desk, to ensure successful installation and tear out.
20. Assist with training and support of Event Services Coordinators.
21. Closely communicate with show management/clients before, while on show site and following, attending any update meetings and/or reviews as needed.
22. While onsite at the service desk, process new and revised orders, enter completed work orders that have been checked by the labor desk, collect funds and create work orders.
23. While onsite at the labor desk, dispatch work orders in collaboration with the assigned foremen, track electrician locations via crew sheets, track completed work using a “rough” tear out, review completed work descriptions and accurately track billable labor and materials to be entered at the service desk. Update post-assessment report daily.
24. Participate in exhibitor and show management event audits upon event opening and make any necessary corrections.
25. Enter all completed show management work orders prior to show close.
26. Provide tear-out delivery list and floor plan to foremen, utilizing the disconnect schedule template.
27. Review and present show management invoice in person, answering any questions; obtain signature and final payment.
28. Reconcile paperwork, run reports and submit the event file and paperwork for final approval.
29. Maintain awareness of safety and risk management compliance, proactively addressing hazards and promptly reporting any irregularities to management (SESM/DES/AGM/GM).
30. May travel and assist branch offices.
31. Other duties as assigned.
Qualifications Overview
To successfully perform this role, the candidate must demonstrate competence in each essential responsibility. The requirements outlined below reflect the necessary knowledge, skills, and abilities. Reasonable accommodations will be considered for individuals with disabilities.
Education & Industry Experience
· High school diploma or general education degree (GED) and at least two years of related experience and/or training; or equivalent combination of education and experience.
Customer Service
· Proven ability to deliver exceptional service to clients, exhibitors and partners in high-pressure, deadline-driven environments.
· Committed to upholding service standards that enhance client satisfaction and event success.
Communication & Language Proficiency
· Capable of interpreting and comprehending procedural guides, instructional materials, and software documentation.
· Skilled in composing professional reports and business correspondence.
Mathematical Skills
· Competent in performing basic and advanced mathematical calculations using whole numbers, fractions, and decimals.
Analytical & Reasoning Ability
· Demonstrates sound judgment and common sense in applying written, verbal, or diagram-based instructions.
· Capable of handling multiple variables within standardized conditions.
Decision Making, Problem Solving & Critical Thinking
· Strong critical thinking skills to evaluate complex scenarios, anticipate risks and develop strategic responses.
Technical & Organizational Skills
· Proficient in Microsoft Word, Excel, Outlook, and TEAMS.
· Detail-oriented and efficient in dynamic environments including offices, convention centers, hotels and fairgrounds.
Physical Requirements
· Ability to sit or stand for extended periods and walk across level surfaces throughout the day.
· May involve reaching, lifting, and storing materials; occasional lifting of up to 25 pounds is required using safe techniques.
Work Environment
· May encounter varying temperatures depending on location (e.g., convention centers, hotels, or fairgrounds).
· Office environment typically includes standard lighting, climate and equipment setups.
Scheduling & Availability
· Flexibility to work early mornings, evenings, weekends, and holidays as required by event schedules and operational needs.
· Schedules may shift without prior notice due to the time-sensitive nature of event preparation and execution.
Travel Requirements
· May travel to assist other branches as needed.
Transportation Needs
· Reliable transportation is essential due to business needs and variable locations.
Job Type: Full-time
Pay: $28.00 - $32.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Education:
- High school or equivalent (Preferred)
Experience:
- Customer Service: 1 year (Preferred)
Shift availability:
Ability to Commute:
- Baltimore, MD 21201 (Preferred)
Work Location: In person
