Animal Clinic of La Porte
General Manager - Pet Resort Operations
Animal Clinic of La Porte, Collierville, Tennessee, United States, 38017
Overview
PetSuites Collierville located in Memphis, TN is seeking an experienced General Manager to lead the pack. The GM is responsible for overall operations, customer experience, sales performance and execution of brand excellence in a resort, maximizing sales and profits, and maintaining 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 a resort culture based on NVA Leadership Competencies, high quality guest/pet care, and exceptional customer service for both internal and external customers. Company Overview
Based in Austin, Texas, National Veterinary Associates (NVA) is a large private owner of freestanding veterinary hospitals and pet resorts in North America, with 1300+ locations. NVA continues to grow through acquisitions and new resort initiatives. The pet resorts business competes in an $8+ billion industry expected to grow. The pet care market emphasizes humanization of pets and premium/luxury offerings. Responsibilities
General Understand and communicate the company’s mission, values, and objectives. Provide direction, leadership and communication for all site aspects including financial management, customer service, pet care and team management. Develop and implement a comprehensive sales strategy aligned with resort and company objectives. Drive plans to achieve resort objectives in sales revenue, labor, cost of goods sold and expense management. Communicate concerns and needs to the Market Leader or Regional Leader. Maintain operational excellence within the resort. Respond to directives promptly, ensuring compliance from the resort team. Recognize and reward outstanding performance of resort team members. Demonstrate exceptional leadership behaviors. Other duties as assigned. Business/Financial Management Create a data-driven resort plan that supports regional and company initiatives, with accountability to plans and KPI targets. Plan to meet budget and growth expectations for revenue, labor, expense control and EBITDA. Analyze financial data and KPIs to optimize performance and identify opportunities for growth. Develop Resort Manager and Shift Leads’ understanding of financial reports to achieve sales goals and budget adherence. Execute corporate marketing plans and local market plans for marketing and lead generation. Know the resort market area and engage the community on the company’s value proposition and offerings. Identify and cultivate relationships with local businesses and referral sources to generate new leads. Leverage digital marketing to capture and nurture leads; train the team on effective lead capture techniques. Track and analyze lead generation efforts to optimize strategies and improve conversion rates. Team Management Responsibility for the selection, development and performance of subordinate managers and all other site team members. Oversee onboarding for new team members and Shift Leads in front- and back-of-house procedures; use Talent Unleashed certification programs as applicable. Empower the Resort Manager and Shift Leads to develop their teams. Coordinate training for all new hires to brand standards. Coach, counsel, direct and mentor team members and resort leads. Lead the team to execute company standards through NVA Pet Resort values to deliver an excellent customer experience. Manage performance through adherence to policy with timely feedback and corrective actions. Recruit and maintain a pipeline of qualified team members to meet resort needs. Create a culture of engagement and address team member concerns promptly to achieve retention goals. Customer Service Aim for exceptional resort customer service experiences and metrics. Ensure adequate shift coverage while adhering to scheduling and labor guidelines. Oversee recruiting, hiring and training practices to ensure staff quality. Train management teams to resolve service issues, intervening personally when necessary to ensure satisfaction. Motivate, coach and mentor team members to engage customers with product suggestions and sales opportunities, fostering a selling culture. Educate and engage the community and customers on the company’s products and services. Operations Adhere to all company policies and procedures, follow OSHA, cash handling and operations guidelines, and ensure team compliance. Maintain standards for resort maintenance, cleanliness and inventory. Lead 1-2 shifts per week as Manager on Duty to demonstrate expectations and inspect results, determining staffing needs as required. Communicate clearly to ensure effective shift operations and overall resort operations. Ensure all team members master resort tasks meeting operating standards. Execute daily audits and enforce checklists and reporting for all departments. Own action plans for hotspot management and drive resort-level actions. Qualifications
As a General Manager with Pet Resorts, you must possess excellent written, verbal and hands-on team management skills. The ideal GM is an enthusiastic animal lover, brand ambassador with community involvement, and committed to personal development, learning operations, people development and revenue growth. You should influence the resort direction, lead community outreach, 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 workplace change. Strong Profit and Loss management abilities. Proficiency with Microsoft Office Suite and POS software. Comfortable working in front of house and back of house roles within the resort. Valid Driver’s License and current insurance with comprehensive and collision coverage; vehicle for transporting a pet in emergencies. Restaurant management, retail management, veterinary management/experience and/or hospitality experience preferred. Bi-lingual skills a plus. Work Environment Move throughout the resort for extended periods (up to 10-12 hours daily). Move and lift up to 50 lbs for distances up to 10 feet; balance and move up to 25 lbs for distances up to 50 feet. Operate in a loud environment and respond to guests’ and team members’ requests. Perform basic math and understand finances and cost management. Physical: bend, stoop, reach, and perform tasks to run and service the resort; project a professional image. Physical Demands The physical demands described are representative of those required to perform essential functions. Reasonable accommodations may be made. Duties may include standing, walking, sitting, using hands, reaching, climbing, balancing, stooping, kneeling, crouching or crawling; talking or hearing; vision requirements include near, far, color, peripheral, depth perception, and focus adjustment. Equal Employment Opportunity It 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 veteran. Compensation: The salary range for this position is $60,000 to $70,000 and based on applicable experience. Deadline To Apply: October 31, 2025 Pet Resorts offers a comprehensive benefits program including Medical, Dental, Vision, a 401K with employer match. Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), and other 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 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran or disabled status, or genetic information. We will consider qualified applicants with arrest and conviction records in accordance with applicable regulations.
#J-18808-Ljbffr
PetSuites Collierville located in Memphis, TN is seeking an experienced General Manager to lead the pack. The GM is responsible for overall operations, customer experience, sales performance and execution of brand excellence in a resort, maximizing sales and profits, and maintaining 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 a resort culture based on NVA Leadership Competencies, high quality guest/pet care, and exceptional customer service for both internal and external customers. Company Overview
Based in Austin, Texas, National Veterinary Associates (NVA) is a large private owner of freestanding veterinary hospitals and pet resorts in North America, with 1300+ locations. NVA continues to grow through acquisitions and new resort initiatives. The pet resorts business competes in an $8+ billion industry expected to grow. The pet care market emphasizes humanization of pets and premium/luxury offerings. Responsibilities
General Understand and communicate the company’s mission, values, and objectives. Provide direction, leadership and communication for all site aspects including financial management, customer service, pet care and team management. Develop and implement a comprehensive sales strategy aligned with resort and company objectives. Drive plans to achieve resort objectives in sales revenue, labor, cost of goods sold and expense management. Communicate concerns and needs to the Market Leader or Regional Leader. Maintain operational excellence within the resort. Respond to directives promptly, ensuring compliance from the resort team. Recognize and reward outstanding performance of resort team members. Demonstrate exceptional leadership behaviors. Other duties as assigned. Business/Financial Management Create a data-driven resort plan that supports regional and company initiatives, with accountability to plans and KPI targets. Plan to meet budget and growth expectations for revenue, labor, expense control and EBITDA. Analyze financial data and KPIs to optimize performance and identify opportunities for growth. Develop Resort Manager and Shift Leads’ understanding of financial reports to achieve sales goals and budget adherence. Execute corporate marketing plans and local market plans for marketing and lead generation. Know the resort market area and engage the community on the company’s value proposition and offerings. Identify and cultivate relationships with local businesses and referral sources to generate new leads. Leverage digital marketing to capture and nurture leads; train the team on effective lead capture techniques. Track and analyze lead generation efforts to optimize strategies and improve conversion rates. Team Management Responsibility for the selection, development and performance of subordinate managers and all other site team members. Oversee onboarding for new team members and Shift Leads in front- and back-of-house procedures; use Talent Unleashed certification programs as applicable. Empower the Resort Manager and Shift Leads to develop their teams. Coordinate training for all new hires to brand standards. Coach, counsel, direct and mentor team members and resort leads. Lead the team to execute company standards through NVA Pet Resort values to deliver an excellent customer experience. Manage performance through adherence to policy with timely feedback and corrective actions. Recruit and maintain a pipeline of qualified team members to meet resort needs. Create a culture of engagement and address team member concerns promptly to achieve retention goals. Customer Service Aim for exceptional resort customer service experiences and metrics. Ensure adequate shift coverage while adhering to scheduling and labor guidelines. Oversee recruiting, hiring and training practices to ensure staff quality. Train management teams to resolve service issues, intervening personally when necessary to ensure satisfaction. Motivate, coach and mentor team members to engage customers with product suggestions and sales opportunities, fostering a selling culture. Educate and engage the community and customers on the company’s products and services. Operations Adhere to all company policies and procedures, follow OSHA, cash handling and operations guidelines, and ensure team compliance. Maintain standards for resort maintenance, cleanliness and inventory. Lead 1-2 shifts per week as Manager on Duty to demonstrate expectations and inspect results, determining staffing needs as required. Communicate clearly to ensure effective shift operations and overall resort operations. Ensure all team members master resort tasks meeting operating standards. Execute daily audits and enforce checklists and reporting for all departments. Own action plans for hotspot management and drive resort-level actions. Qualifications
As a General Manager with Pet Resorts, you must possess excellent written, verbal and hands-on team management skills. The ideal GM is an enthusiastic animal lover, brand ambassador with community involvement, and committed to personal development, learning operations, people development and revenue growth. You should influence the resort direction, lead community outreach, 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 workplace change. Strong Profit and Loss management abilities. Proficiency with Microsoft Office Suite and POS software. Comfortable working in front of house and back of house roles within the resort. Valid Driver’s License and current insurance with comprehensive and collision coverage; vehicle for transporting a pet in emergencies. Restaurant management, retail management, veterinary management/experience and/or hospitality experience preferred. Bi-lingual skills a plus. Work Environment Move throughout the resort for extended periods (up to 10-12 hours daily). Move and lift up to 50 lbs for distances up to 10 feet; balance and move up to 25 lbs for distances up to 50 feet. Operate in a loud environment and respond to guests’ and team members’ requests. Perform basic math and understand finances and cost management. Physical: bend, stoop, reach, and perform tasks to run and service the resort; project a professional image. Physical Demands The physical demands described are representative of those required to perform essential functions. Reasonable accommodations may be made. Duties may include standing, walking, sitting, using hands, reaching, climbing, balancing, stooping, kneeling, crouching or crawling; talking or hearing; vision requirements include near, far, color, peripheral, depth perception, and focus adjustment. Equal Employment Opportunity It 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 veteran. Compensation: The salary range for this position is $60,000 to $70,000 and based on applicable experience. Deadline To Apply: October 31, 2025 Pet Resorts offers a comprehensive benefits program including Medical, Dental, Vision, a 401K with employer match. Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), and other 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 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran or disabled status, or genetic information. We will consider qualified applicants with arrest and conviction records in accordance with applicable regulations.
#J-18808-Ljbffr