Operations Manager

Ann Arbor, MI, USA|Onsite

Job Overview

Compensation

Salary

Range $36,300.00 - $68,600.00

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and Development

Paid holidays

Job Description

Highgate Hotels is a premier real estate investment and hospitality management company distinguished by its expansive global portfolio, managing over $15 billion in assets across more than 400 hotels in North America, Europe, the Caribbean, and Latin America. As a leader with a 30-year innovative track record in the hospitality industry, Highgate emphasizes expert guidance through every phase of the property cycle, including planning, development, recapitalization, and disposition. The company specializes in cultivating a diverse array of hotel brands ranging from bespoke lifestyle brands to independent hotels and legacy brands. These establishments are known for their contemporary programming and digital expertise. Highgate's strategic use of cutting-edge revenue management tools helps efficiently identify and predict market trends, ensuring strong business performance and maximizing asset value. Supported by an executive team of experienced hospitality leaders and global corporate offices, Highgate has earned a reputation as a trusted partner committed to delivering excellence to ownership groups and major hotel brands worldwide. More information can be found at www.highgate.com.

The Operations Manager position at Residence Inn Livonia (17250 Fox Dr, Livonia, MI 48152) plays a pivotal role in driving operational excellence, productivity, and efficiency across multiple hotel departments. This full-time role offers a competitive yearly salary and is integral to supporting front office operations while collaborating with food and beverage, housekeeping, and engineering teams. The Operations Manager undertakes the responsibility of providing strong leadership presence within the hotel lobby and ensuring that all guest-facing and back-of-house functions meet Paramount standards for quality and cleanliness. The role demands a versatile skill set covering everything from inventory management of hotel room types to assisting with front desk and night audit duties. The manager is also responsible for payroll management, employee coaching, training, counseling, and disciplinary actions when necessary. This includes monitoring attendance and overtime, handling special requests and customer complaints, and participating in management coverage as required. The position further involves preparing and distributing various operational reports, handling emergencies, and maintaining favorable working relationships among staff to enhance morale and productivity. Ideal candidates are expected to demonstrate exceptional communication capabilities, problem-solving skills, and a service-oriented attitude. Responsibilities also require an ability to multitask effectively, uphold high standards of grooming and professionalism, and comply with company regulations to support safe, efficient hotel operations. This role ensures that all elements of the guest experience and hotel operations consistently align with Highgate's esteemed standards, contributing to the organization's ongoing success and market leadership in hospitality management.

Job Requirements

High school diploma or equivalent
at least 5 years of progressive experience in hospitality or related field or equivalent education and experience combination
previous supervisory experience
proficiency in computer applications including Windows, spreadsheets, and word processing
ability to work extended hours when required
physical ability to perform sedentary work with occasional light lifting
excellent communication skills both verbal and written
ability to address and resolve employee and guest concerns effectively
strong multitasking and prioritization capabilities
adherence to company appearance and grooming policies
compliance with safety and operational standards
problem-solving mindset and ability to analyze complex information
ability to maintain confidentiality
willingness to undertake additional duties as assigned

Job Qualifications

At least 5 years of progressive experience in a hotel or related field or a 2-year college degree with 3 years of progressive experience or a 4-year degree with 1 year of progressive experience
previous supervisory responsibilities
proficiency in Windows and company-approved spreadsheets and word processing
ability to work long hours
sedentary work involving occasional movement of up to 10 pounds
effective verbal and written communication skills with employees and guests
strong listening and problem-solving abilities
multitasking and prioritization skills
friendly and service-oriented approach
commitment to regular attendance
high standards of personal appearance and grooming
compliance with company standards and regulations
ability to identify problems and implement solutions
confidentiality maintenance
flexibility to perform other duties as requested by management

Job Duties

Assist the director and assistant director of front office with managing the front office operation
provide support to food and beverage, housekeeping, and engineering departments
maintain strong lobby presence to assist front desk agents and guests
perform shift coverage in food and beverage operations as needed
balance hotel room type inventory
ensure all lobby, mezzanine, and food and beverage areas meet cleanliness and operational standards
monitor and action Nor 1 upsell program
handle guest special requests and customer complaints
perform front desk duties and responsibilities
investigate and manage complaints, disturbances, and emergencies
manage employee payroll, track attendance, and conduct call-arounds for overtime
coach, train, counsel hourly associates and administer discipline
perform night audit functions and produce reports
prepare and distribute operational reports
attend meetings and contribute to positive employee relations
participate in management-on-duty coverage as required