General Manager - Pet Resort Operations

OverviewHappy Tails Pet Resort located in Cedar Park, TX is looking for an experienced General Manager to lead the pack!The GM is responsible for the overall operations, customer experience, sales performance, and execution of brand excellence in a resort. The GM aims to maximize sales and profits, maintain an exceptional level of customer service, and develop a strong team including a Resort Manager, Shift Leads and Team Members. The GM and the team will foster a resort culture based on NVA Leadership Competencies, high quality guest/pet care, and exceptional customer service for internal and external pany Overview Based 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 acquisitions, new resorts and same-store initiatives. NVA’s pet resorts business line competes in an $8+ billion industry projected to grow over 6% through 2028. Over 67% of US households owned a pet (as of 2019); industry growth has benefited from trends toward humanization of pets and demand for premium/luxury offerings in animal care and goods space.ResponsibilitiesGeneral – Understands and communicates the company 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 aligned with resort and company objectives.Creates a plan to drive and achieve resort objectives including sales revenue, labor, cost of goods sold and expense municates concerns and needs to the Market Leader and/or the Regional Leader.Maintains operational excellence within the 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 regional and company initiatives to achieve operational excellence and strong business results; follows up to ensure accountability to plans and KPI targets.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.Develops Resort Leads’ understanding of financial reports to enable informed decisions and actions to achieve sales goals, productivity metrics, and budget adherence.Executes corporate marketing plans and creates local market plans for marketing and sales lead generation.Possesses expert knowledge of the resort market area and community; educates the community on the company value proposition and sales offerings.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; tracks and analyzes lead generation efforts to optimize strategies and improve conversion rates; ensures the team is trained on lead capture techniques.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 front- and back-of-house procedures; use Talent Unleased certification programs.Ensure Resort Manager and Shift Leads empower their teams; direct training programs for all new hires according to brand standards.Coach, counsel, direct and manage Team Members and Resort Leads; lead the team to execute company standards through NVA Pet Resort values.Manage performance per Personnel Policy with timely feedback and corrective actions as needed.Recruit and maintain a pipeline of qualified team members; create a culture of engagement and address team member concerns to achieve retention.Customer ServiceStrive for exceptional resort customer service experiences and maintain excellent customer service metrics.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 to ensure customer satisfaction.Motivate, coach and mentor team members to engage customers with product suggestions and sales opportunities; promote a selling culture.Educate and engage the community and resort customers on all products and services to promote sales and brand awareness.OperationsAdhere to and knowledge of all company policies and procedures; follow OSHA, cash handling and operations procedures to ensure compliance.Maintain high standards for resort maintenance, cleanliness and inventory.Lead 1-2 shifts per week as “Manager on Duty” to demonstrate expectations and inspect results; determine business demands and staffing municate clearly to ensure effective shift operations and overall resort operations.Ensure all team members master resort tasks/positions to meet operating standards.Execute daily audits and enforce checklists and reporting at the end of each shift for all departments; own action plans for hot spot management and drive 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 community interest, and committed to personal development and learning about business operations, developing people, and driving revenue. You must influence resort direction, initiate community outreach through marketing and events, and drive superb customer satisfaction metrics.High school degree or equivalent required; 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 with comprehensive and collision coverage, and a vehicle to transport a pet in emergencies.Restaurant, retail, veterinary management/experience or hospitality experience preferred.Bi-lingual skills a plus.Work EnvironmentMove throughout the resort for extended periods (up to 10-12 hours per day).Move 50 lbs. for distances up to 10 feet; balance and move up to 25 lbs. for distances up to 50 feet.Understand and respond to requests in a loud environment.Perform basic math and understand finances and cost management.Physical actions: bend, stoop, reach to perform duties; project a professional image through dress code and demeanor.Physical DemandsThe physical demands described are representative of those that must be met to perform essential functions. Reasonable accommodations may be made for disabilities. Yes, standing, walking, sitting, handling objects, reaching, climbing stairs, balancing, stooping, kneeling, crouching or crawling; talking or hearing; vision requirements include close, distance, color, peripheral, depth perception and focus.Equal Employment OpportunityIt is the policy of the company to provide 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 pensation: The salary range for this position is $59,000 to $65,000 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. 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.National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them. NVA, a community of approximately 1,400 premier locations consisting primarily of general practice veterinary hospitals in addition to equine hospitals and pet resorts, and Ethos Veterinary Health, which consists of 145 world-class specialty and emergency hospitals, are rooted in a culture of compassion and innovation. NVA and Ethos Veterinary Health’s approach underpins a shared commitment to delivering exceptional veterinary care. For more information, visit NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off for all eligible employees. The team can provide more information about compensation and benefits for your location during the process. For positions based in Colorado, NVA provides paid sick and safe leave and public health emergency leave in accordance with Colorado’s Healthy Families and Workplaces Act. NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to local hiring regulations, we will consider qualified applicants including those with arrest and conviction records in a manner consistent with regulations. Back to search results #J-18808-Ljbffr

Created: 2025-10-06