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 is responsible for maximizing the sales and profits of the site. The GM must maintain 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 will lead and create a resort culture based on NVA Leadership Competencies, high quality guest/pet care, and exceptional customer service for both our 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 has grown rapidly and continues to execute growth plans via a combination of acquisition, new resort and same-store initiatives. The pet resorts business line competes in an $8+ billion industry that is predicted to grow over 6% through 2028. As of 2019 over 67% of US households have a pet; industry growth has benefited from the trends towards humanization of pets and demand for premium/luxury offerings in the animal care and goods space.ResponsibilitiesUnderstands and communicates the companies/' mission, values, and objectives.Provides direction, leadership and communication for all aspects of the site including Financial Management, Customer Service, Pet Care and Team Management.Develops and implements a comprehensive sales strategy, including proactive lead management and conversion tactics, aligned with resort and company objectives.Creates a plan to drive and achieve resort quantitative objectives including sales revenue, labor, cost of goods sold and expense municates concerns and needs to the Market Leader and/or the Regional Leader.Responsible for maintaining operational excellence within their resort.Responds to directives accurately and promptly, ensuring the same level of compliance from the resort team.Recognizes and rewards outstanding performance of resort team members.Demonstrates exceptional leadership behaviors.Other duties as assigned.Business/Financial ManagementCreates a data-driven resort plan that supports the execution of regional and company initiatives to achieve operational excellence and strong business results. Plans focus on meeting budget and PY growth expectations for revenue, labor, expense control and EBITDA.Drives financial success by analyzing financial data and KPIs to optimize performance, address challenges, and identify growth opportunities. Utilizes financial tools and analyzes reports and KPIs to identify trends and opportunities for action and sales growth.Develops Resort Leads understanding of financial reports, enabling informed decisions to achieve sales goals and budget adherence.Executes corporate marketing plans and creates local market plans for marketing and lead generation.Identifies and cultivates relationships with local businesses, community groups, and referral sources to generate new leads.Leverages digital marketing channels to capture and nurture leads and tracks lead generation efforts to optimize strategies.Team ManagementResponsible for the selection, development and performance of subordinate managers and all other site team.Manage onboarding processes for new Team Members and Shift Leads on both front- and back-of-house procedures. Use Talent Unleashed certification programs for all team members.Ensure the Resort Manager and Shift Leads empower their team members.Direct/coordinate training programs for all new hires in accordance with brand standards.Coach, counsel, direct and manage Team Members and Resort Leads; lead the team in executing company standards to create an excellent customer experience. Manage performance with timely feedback and corrective actions.Recruit and maintain a pipeline of qualified team members to meet the resort operation’s needs.Create a culture of engagement by addressing team member concerns and maintaining standard retention through engagement strategies.Customer ServiceStrives for the ultimate in resort customer service experiences and maintains excellent customer service metrics.Ensures sites have adequate shift coverage while adhering to scheduling and labor guidelines.Oversees recruiting, hiring and training practices to ensure staff quality.Trains management teams to resolve service issues and intervenes as needed to ensure customer satisfaction.Motivates and mentors team members to engage customers with product suggestions and sales opportunities, fostering a selling culture.Educates and engages the community and resort customers on all company products and services, promoting sales and brand awareness.OperationsAdheres to all company policies and procedures and ensures compliance with OSHA, cash handling and operations policies.Maintains standards for resort maintenance, cleanliness and inventory.Leads 1-2 shifts per week as “Manager on Duty” and makes staffing decisions based on business municates clearly to ensure effective shift operations and overall resort operations.Ensures team members master resort tasks meeting operating standards.Executes daily audits and enforces checklists and reporting for all departments.Owns action plans for hotspot management and resort-level actions.QualificationsAs a General Manager with Pet Resorts, you must possess excellent written, verbal and hands-on team member management skills. Our ideal GM is an enthusiastic animal lover, brand ambassador with a vested interest in the community. The GM should have a commitment to personal development and an interest in learning about business operations, developing people, and driving revenue. You must be able to influence the direction of your resort, initiate community outreach through marketing and events and drive superb customer satisfaction metrics.Additional Requirements For The General Manager IncludeHigh school degree or equivalent; Bachelor/'s degree (or equivalent education and experience).Minimum 3-5 years of management experience, including Profit and Loss management.Availability to work up to 45-50 hours per week including evenings and weekends.Ability to drive and manage/influence workplace change.Strong Profit and Loss management abilities.Proficiency with Microsoft Office Suite and point of sale fortable working in front of house and back of house roles within the resort.Valid Driver’s License, current insurance that includes comprehensive, collision coverage, and a vehicle you are willing to transport a pet in during an emergency.Restaurant management, retail management, veterinary management/experience and/or hospitality experience preferred.Bilingual skills a plus.Work EnvironmentMove throughout the resort for extended periods of time (up to 10-12 hours per day).Move 50 lbs. for distances of up to 10 feet.Balance and move up to 25 lbs. for distances of up to 50 feet.Understand and respond to team members’ and guests’ requests in a loud environment.Perform basic math and understand finances and cost management.Bend, stoop, and reach to run and load dogs/cats, serve customers, and clean the resort.Projects a professional image to resort team and customers through dress code, demeanor and language.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Equal Employment OpportunityIt is the policy of the company to afford equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, non-disqualifying disability or status as a disabled or Vietnam era pensationThe salary range for this position is $59,000 to $65,000 and is based on applicable experience.Deadline To ApplyOctober 31, 2025Pet Resorts offers a comprehensive benefits program including Medical, Dental, Vision, a 401K with employer match. Additionally, we offer Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), and many ancillary plans including Short Term Disability, Long Term Disability, Hospital Indemnity, Accident Plan, and a Critical Illness Plan. #J-18808-Ljbffr

Created: 2025-10-06