General Manager - Pet Resort Operations

OverviewA General Manager (GM) is responsible for the overall operations, customer experience, sales performance and execution of brand excellence in a resort. The GM maximizes site sales and profits and maintains an exceptional level of customer service by developing a strong team including a Resort Manager, Shift Leads and Team Members. The GM and the team lead a resort culture based on NVA Leadership Competencies, high-quality guest/pet care, and exceptional customer service for internal and external pany OverviewBased in Austin, Texas, National Veterinary Associates (“NVA”) is the largest private owner of freestanding veterinary hospitals and pet resorts in North America, with 1300+ companion animal veterinary hospitals and pet resort locations. NVA grows via acquisitions, new resorts, and same-store initiatives. The pet resorts business line competes in an $8+ billion industry predicted to grow over 6% through 2028. As of 2019, over 67% of US households have a pet; industry growth benefits from pet humanization and demand for premium offerings in animal care and goods.ResponsibilitiesUnderstand and communicate the company’s mission, values, and objectives.Provide direction, leadership and communication for all resort aspects including Financial Management, Customer Service, Pet Care and Team Management.Develop and implement a comprehensive sales strategy with proactive lead management and conversion tactics aligned with resort and company objectives.Create plans to drive and achieve resort objectives for sales revenue, labor, cost of goods sold and expense municate concerns and needs to the Market Leader and/or Regional Leader.Maintain operational excellence within the resort and respond to directives promptly, ensuring compliance from the team.Recognize and reward outstanding performance; demonstrate exceptional leadership behaviors.Other duties as assigned.Business/Financial ManagementCreate a data-driven resort plan supporting regional and company initiatives to achieve operational excellence and strong business results; follow up to ensure accountability to plans and KPI targets.Drive financial success by analyzing data and KPIs to optimize performance, address challenges and identify growth opportunities.Develop Resort Leads (Resort Manager, Shift Leads) understanding of financial reports to make informed decisions and achieve sales goals, productivity metrics, and budget adherence.Execute corporate marketing plans and create local market plans for marketing and lead generation.Know the resort market area and community; actively engage and educate the community on the company’s value proposition and offerings.Identify and cultivate relationships with local businesses, community groups and referral sources.Leverage digital marketing channels to capture and nurture leads; track and analyze lead generation to optimize strategies and improve conversion rates; train the team on lead capture techniques.Team ManagementOversee selection, development and performance of managers and site team; manage onboarding for new Team Members and Shift Leads; utilize Talent Unleashed certification programs.Ensure Resort Manager and Shift Leads empower their team; coordinate training programs for new hires per brand standards.Coach, counsel, direct and mentor team members; lead in executing company standards through NVA Pet Resort values to create an excellent customer experience.Manage performance through adherence to personnel policies and timely feedback, including corrective actions when needed.Recruit and maintain a pipeline of qualified team members; foster engagement and retention through proactive culture-building.Customer ServicePursue exemplary resort customer service metrics and experiences; ensure adequate shift coverage and adherence to scheduling and labor guidelines.Oversee recruiting, hiring and training to ensure staff quality; train management teams to resolve service issues and intervene when necessary to maintain customer satisfaction.Motivate, coach and mentor team members to engage customers with product suggestions and sales opportunities; promote selling culture and brand awareness.Educate and engage the community and resort customers on all company products and services.OperationsAdhere to all company policies and procedures; follow OSHA, cash handling and operations guidelines; ensure team compliance.Maintain high standards of resort maintenance, cleanliness and inventory.Lead 1-2 shifts per week as “Manager on Duty” to demonstrate expectations and assess results; determine staffing needs municate clearly to ensure effective shift operations and overall resort operations.Ensure all team members master resort tasks/positions and meet operating standards.Execute daily audits and enforce checklists and reporting for all departments; own action plans for hot-spot management and resort-level actions.QualificationsAs a General Manager with Pet Resorts, you must have excellent written, verbal and hands-on team management skills. The ideal GM is an enthusiastic animal lover and brand ambassador with community involvement and a commitment to personal development, business operations, people development and revenue growth. You should influence the direction of your resort, engage in community outreach, and drive customer satisfaction metrics. Additional requirements include:High school degree or equivalent; Bachelor’s degree or equivalent education and experience.Minimum 3–5 years of management experience, including P&L management.Availability to work up to 45–50 hours per week, including evenings and weekends.Ability to drive and manage workplace change; strong P&L management abilities.Proficiency with Microsoft Office and POS fort working in front-of-house and back-of-house roles within the resort.Valid Driver’s License, current insurance (comprehensive/collision) and a vehicle to transport a pet in emergencies.Restaurant, retail, veterinary management/experience and/or hospitality experience preferred.Bilingual skills a plus.Work EnvironmentMove throughout the resort for extended periods; occasional heavy lifting up to 50 lbs.Move up to 50 lbs for short distances; work in a loud environment and respond to guest requests.Perform basic math and understand finances and cost management; bend, stoop, reach to perform tasks.Project a professional image consistent with the dress code, demeanor and language guidelines.Physical DemandsThe physical demands described here are representative of those that must be met to perform essential functions. Reasonable accommodations may be made for disabilities. May require standing, walking, sitting, handling objects, reaching, climbing stairs, balancing, bending, kneeling, crouching or crawling; talking or hearing; vision requirements including close, distance, color, peripheral, depth perception and focus.Equal Employment OpportunityNVA provides equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, disability or veteran status. NVA is an Equal Opportunity Employer. In compliance with local regulations, employment may be considered for applicants with arrest and conviction records where permitted by pensation and ApplicationCompensation: The salary range for this position is $65,000 to $68,000 and based on applicable experience.Deadline To Apply: October 31, 2025Pet Resorts offers a comprehensive benefits program including Medical, Dental, Vision, a 401K with employer match, Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), and several ancillary plans (Short Term Disability, Long Term Disability, Hospital Indemnity, Accident Plan, and a Critical Illness Plan). #J-18808-Ljbffr

Created: 2025-10-06