How to Apply
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
Summary
Department Summary
University Unions Overview
University Unions is a self-funded auxiliary enterprise which serves the campus through its three historic unions (Michigan Union, Michigan League, Pierpont Commons), academic meeting and dining facility (Palmer Commons), Center for Campus Involvement (over 1,500 student organizations and hundreds of programs), and works in close partnership with Conferences & Event Services and Michigan Dining to provide student-focused and customer-oriented service to the campus community. Total budget volume for University Unions approximates $20 million. University Unions directly employs over 80 regular staff and 250 student staff.
University Unions is committed to promoting a diverse, equitable, and inclusive work environment.
Job Summary
Responsible for daily operations and supervision of the 21 room, Inn at the Michigan League including but not limited to operational excellence, and all aspects of hospitality management such as customer service, room reservations and room blocks, front desk operations, guest billing, payment transactions, and guest check in and check out process.
The position is responsible to develop the annual budget for the hotel operation as well as overseeing, analyzing, and monitoring expenditures on an ongoing basis.
Responsibilities*
Guest Services Responsibilities - 60%
- Develop and maintain operational excellence in all aspects of hospitality management including guest service, room reservations and room blocks, custodial services, safety and security.
- Provide quality customer service to hotel guests by establishing guest-centered standards; ensure customer satisfaction, stay up-to-date on knowledge of Michigan League, University campus, and the Ann Arbor area, and follow up on guest inquiries or concerns.
- Closely collaborate with members of the Michigan League/University Unions staff, University Unions Maintenance, Auxiliary Marketing, Conference and Events staff, Parking Services, and the students, faculty, staff, tenants and guests of the Michigan League to assure the highest quality of hotel hospitality service.
- Recruitment, selection, training, development, evaluation, and discipline of 8-12 student staff members. Develop clear standards and expectations and implement recognition that results in a highly motivated, knowledgeable, and guest-oriented staff.
- Ensure the guest rooms are clean, operational, and properly maintained by coordinating the custodial and maintenance service with Student Life Facilities.
- Develop and implement policies and procedures for the daily operation such as reservation process, check in/out process, financial transactions, room block, special event reservation processes, deposits, and etc.
Financial - 20%
- Manage revenue, expenses, labor, and administrative costs. Develop the annual budget for all areas of responsibility.
- Responsible for purchasing supplies and furnishings necessary for the operation of the hotel.
- Process staff payroll in timely and accurate manner. Manage payroll expenses.
- Responsible for implementing cash handling and credit card transactions to ensure it meets all University guidelines and expectations.
Administrative - 15%
- Provide and maintain hotel amenities inventory for hotel guests rooms.
- Coordinate maintenance work requests, coordinate repairs and assist with preventative maintenance scheduling for the hotel operations with Student Life Facilities.
- Train and ensure staff have an understanding of safety/security systems and emergency preparedness procedures including serve as an emergency response liaison for the facility.
- Prepare financial reports such as GAP analysis documents, revenue, occupancy, and operational reports.
- Oversee the hotel's various software.
- Develop promotional and marketing materials for hotel operations.
- Assist with developing scope of work for capital projects for the hotel.
University Unions and Student Life Services- 5%
- As a member of University Unions and the Division of Student Life serve on various committees and work teams as requested.
- Attend and participate in staff training and professional development opportunities.
- Additional duties commensurate with role.
Required Qualifications*
- Bachelor's Degree or equivalent combination of education and experience.
- Minimum of 2 years of related experience preferably in a hospitality related field.
- Minimum of 2 years experience supervising staff.
- Excellent interpersonal, organizational, planning, communication and problem-solving skills, with an emphasis on commitment to customer service.
- Demonstrated organizational skills plus experience with fiscal management, personnel management, risk management and the supervision of a staff operating on a seven-day, twenty-four hour basis.
- Proficient with Google Suite applications including Google Docs, Google Sheets, and Google Slides.
- Experience with hotel reservation software.
- Demonstrated personal commitment to diversity and a solid understanding of cultural, ethnic and individual differences.
- This position requires flexibility in working hours including evening and weekends.
Desired Qualifications*
- Specialized Knowledge: Familiarity with the hotel industry and hotel management software systems is highly desirable.
- Proficient knowledge of cash handling and credit card processing procedures.
- Demonstrated ability to interact effectively and with ease with student employees.
Additional Information
Position Criteria:
These are the criteria that the hiring team will be evaluating the candidate for
- Excellent customer service skills, the ability to develop an effective team, evidence of effective oral and written communication.
- Effective interpersonal skills with a diverse range of constituencies in a customer service centered environment.
Working conditions
- This position requires flexibility in working hours including special events, evenings, and weekends.
Direct reports
- Clerk C (8-12)
Selected candidates whose start date is 4/1/2024 or after, will not be eligible for the university FY24-25 salary/merit plan unless otherwise notified.
This role may have reporting obligations under Title IX and Clery.
Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas.
Salary may vary depending on qualifications, experience, and education of the selected candidate.
Relocation will not be offered for this position.
#studentlife
Application Deadline
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.