General Manager - Pet Resort Operations

Happy Tails Pet Resort located in Cedar Park, TX is looking for an experienced General Manager to lead the pack!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 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.ResponsibilitiesUnderstands and communicates the companies' mission, values, and objectives.Provides the 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 both operational excellence and strong business results.Drives financial success by analyzing financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.Develops Resort Leads (Resort Manager, Shift Leads) understanding of financial reports, enabling them to make informed decisions and implement actions that consistently achieve sales goals, productivity metrics, and budget adherence.Executes any corporate marketing plans and creates and implements local market plans for marketing and sales lead generation.Possesses expert knowledge of the resort market area and the community.Actively engages and educates the community and the market area on the company's customer 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 (social media, website, email) to capture and nurture leads effectively.Tracks and analyzes lead generation efforts to optimize strategies and improve conversion rates.Team ManagementResponsible for the selection, development and performance of subordinate managers and all other site team.Manage company on-boarding processes for new Team Members and Shift Leads on both front- and back-of-house procedures.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 Team Members and Resort Leads.Lead the team in the execution of company standards through the NVA Pet Resort values to create an excellent customer experience.Manages team performance through adherence to and enforcement of the Personnel Policy, including consistent and timely feedback up to and including corrective actions.Recruit and maintain a pipeline of qualified team members to meet the resort operation’s needs.Creates a culture of engagement by addressing team member concerns in a timely manner.Customer ServiceStrives for the ultimate in resort customer service experiences and impressions.Maintain excellent customer service metrics.Ensures sites have adequate shift coverage at all times, while adhering to scheduling and labor guidelines.Oversees the recruiting, hiring and training practices to ensure quality of resort staff.Trains resort management teams to effectively resolve service issues and intervenes personally when necessary to ensure customer satisfaction.Motivates, coaches, and mentors team members to proactively engage customers with product suggestions, service information, and sales opportunities, fostering a selling culture.Educate and engage the community and resort customers on all of companies’ products and services, actively promoting sales and brand awareness.OperationsAdheres to and has knowledge of all company policies and procedures.Follow all OSHA, cash handling and operations procedures and policies and ensure that resort team members are in compliance.Maintains impeccable standards concerning resort maintenance, cleanliness and inventory.Lead 1-2 shifts per week as “Manager on Duty” to demonstrate your expectations and inspect their results.Determine business demands and make necessary staffing municate clearly, concisely and accurately to ensure effective shift operations and the overall operations of the resort.Ensure that all team members have mastered the resort tasks/positions, meeting the company operating standards.Execute daily audits and enforce all checklists and reporting at the end of each shift for all departments within the resort.Owns action plan for hot spot management and drives resort level actions.QualificationsAs a General Manager with Pet Resorts, you must possess excellent written, verbal and hands-on team member management skills.Additional Requirements For The General Manager IncludeHigh school degree or equivalent required; Bachelor's degree 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 in order to run and load dogs/cats, serve customers, and clean the resort.Projects a professional image to resort team, clients, support center team and supervisors 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.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 pensation: The salary range for this position is $59,000 to $65,000 and based on applicable experience.Pet Resorts offers a comprehensive benefits program including Medical, Dental, Vision, a 401K with employer match. #J-18808-Ljbffr

Created: 2025-10-06