Operations Manager - Michigan

Operations Manager – Michigan

The Operations Manager oversees the daily operations of Michigan-based experiences and retail operations for Detroit Food & City Tours, including the Guardian Building Gift Shop and Detroit tours, and Mackinac Island Fudge Tours. This role ensures the seamless execution of public and private tours, retail operations, and guest services while maintaining exceptional operational standards across all touchpoints.

Serving as the operational hub between staff, vendors, partners, and guests, the Operations Manager is responsible for reservations, scheduling, logistics, inventory management, customer service, and on-the-ground problem solving. This is a fast-paced, detail-oriented leadership role requiring strong communication skills, operational judgment, flexibility, and the ability to manage multiple priorities simultaneously.

The ideal candidate is highly organized, solutions-oriented, customer-focused, and passionate about delivering exceptional guest experiences.

Requirements

We are seeking a professional, customer-focused individual who enjoys working with people and delivering exceptional service. The ideal candidate is tech-savvy and comfortable using spreadsheets, reservation and booking platforms, databases, point-of-sale (POS) systems, and other operational software on a daily basis. Strong problem-solving skills, sound judgment, and the ability to work effectively under time-sensitive conditions are essential.

This position requires an on-site presence five days per week, with some flexibility in scheduling based on company needs. Candidates must be available to attend required trainings, meetings, and company events, both in person and virtually. Previous retail experience is required.

ESSENTIAL DUTIES & RESPONSIBILITIES Tour & Experience Operations

• Coordinate and oversee all operational aspects of public and private tours in Detroit and Mackinac Island.
• Make reservations and finalize itineraries for tour experiences.
• Ensure all itineraries are accurate, feasible, and aligned with guest expectations and operational standards.
• Manage last-minute operational changes and troubleshoot issues in real time to ensure successful guest experiences.
• Collaborate with leadership on new experience development and operational improvements.

Gift Shop Operations

• Oversee all day-to-day operations of the Guardian Building Gift Shop.
• Manage sales transactions, cash handling procedures, deposits, and sales reporting.
• Monitor merchandise inventory levels, order products, receive shipments, and maintain accurate inventory records.
• Ensure strong visual merchandising standards and overall presentation of the retail space.
• Maintain opening and closing procedures and ensure appropriate staffing coverage during all operating hours.

Staff Leadership & Scheduling

• Schedule and coordinate tour guides, retail staff, and other operational team members.
• Train, supervise, coach, and support gift shop staff to ensure consistent service standards.
• Provide staff with operational information, scripts, schedules, safety procedures, and guest expectations.
• Communicate clearly and consistently with all operational personnel regarding logistics and day-of expectations.
• Support leadership with staff performance feedback and operational training initiatives.

Vendor & Partner Relations

• Build and maintain strong relationships with tour and gift shop vendors and partners.
• Communicate regularly with partners regarding scheduling, availability, pricing, and guest needs.
• Research and onboard new vendor and partner opportunities to support business growth and experience development.

Guest Experience & Client Care

• Deliver exceptional customer service and concierge-level communication before, during, and after guest experiences.
• Respond promptly and professionally to guest inquiries via phone, email, and other communication channels.
• Utilize guest feedback and operational insights to improve tour and retail experiences.

This job description is not intended to be all-inclusive. Duties and responsibilities may be added, removed, or modified as business needs evolve.

BENEFITS:

• Competitive compensation and benefits package.
• Employees are eligible to enroll in 401K benefits after 1 year of employment if the employee has worked 1,000 hours in one year or 500 hours two consecutive years; Company shall match up to 4% of the employee’s contribution to their 401K. This included a 100% match on the first 3% you contribute and a 50% match on the next 2%, in accordance with the plan’s terms.
• Full time Admin Employees received 2.31 hours of earned PTO for every 40 hours worked plus 9 holidays which are: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, New Years Eve
• May be required to attend an annual 2 - 4 day paid staff retreat.
• Hybrid workflow allows for some remote work.
• Potential for annual bonus based on overall health of company.
• Opportunity to participate in paid food and travel experiences.
• Friends and Family discounts on all tour offerings.

Please email a resume and cover letter to [email protected] to apply.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Experience:

• Management: 1 year (Preferred)

Work Location: In person