PetSuites
General Manager - Pet Resort Operations
PetSuites, Collierville, Tennessee, United States, 38017
Overview
A 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 customers. Company 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 its growth plans via acquisitions, new resorts and same-store initiatives. NVA’s pet resorts business 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 trends toward humanization of pets and demand for premium/luxury offerings in the animal care and goods space. Responsibilities
General
Understands 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 management. Communicates concerns and needs to the Market Leader and/or the Regional Leader. Responsible for maintaining 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 Management
Creates 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. Develops Resort Leads’ understanding of financial reports, enabling 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 lead generation. Possesses expert knowledge of the resort market area and the community; educates the community on the company’s 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 effectively. Tracks and analyzes lead generation efforts to optimize strategies and improve conversion rates; ensures team is trained on lead capture techniques during customer interactions. Team Management
Responsible for the selection, development and performance of subordinate managers and all other site team. Manage onboarding processes for new Team Members and Shift Leads; use Talent Unleashed certification programs for all team members. Ensure the Resort Manager and Shift Leads empower their teams. Direct/coordinate training programs for all new hires in accordance with brand standards. Coach, counsel, direct and develop Team Members and Resort Leads; lead the team in executing company standards to deliver an excellent customer experience; manage performance per policy with timely feedback and corrective actions. Recruit and maintain a pipeline of qualified team members to meet the resort operation’s needs. Foster engagement by addressing team member concerns promptly and maintaining positive culture and retention goals. Customer Service
Aim for the highest level of resort customer service experiences and metrics. Ensure adequate shift coverage and adherence to scheduling and labor guidelines. Oversee recruiting, hiring and training practices to ensure quality staff. Train management teams to resolve service issues and intervene when necessary to ensure customer satisfaction. Motivate, coach, and mentor team members to promote product suggestions, service information and sales opportunities. Educate and engage the community and resort customers on all company products and services, promoting sales and brand awareness. Operations
Adhere to all company policies and procedures. Follow OSHA, cash handling and operations procedures and ensure 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; staff accordingly. Communicate clearly and accurately to ensure effective shift operations. Ensure team members master resort tasks to meet operating standards. Execute daily audits and enforce checklists and reporting at shift end 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 member management skills. Our ideal GM is an enthusiastic animal lover, brand ambassador with a vested interest in the community, and committed to personal development and learning about business operations, developing people, and driving revenue. You must be able to influence the direction of your resort and drive superb customer satisfaction metrics. Additional Requirements For The General Manager Include
High 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 software. Comfortable working in front of house and back of house roles within the resort. Valid Driver’s License, current insurance including comprehensive, collision coverage, and a vehicle for pet transport in emergencies. Restaurant, retail, veterinary management/experience and/or hospitality experience preferred. Bilingual skills a plus. Work Environment
Move throughout the resort for extended periods (up to 10-12 hours per day). Move 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 team members’ and guests’ requests. Perform basic math and understand finances and cost management. Lift and maneuver animals as part of daily duties; maintain professional appearance and demeanor. Physical Demands
The physical demands described are representative of those that must be met to perform essential functions. Reasonable accommodations may be made for individuals with disabilities. The employee may stand, walk, sit, use hands, reach, climb stairs, bend, stoop, kneel, crouch or crawl; talk or hear; and perform vision-related tasks. 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 veteran status. 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. 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.
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A 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 customers. Company 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 its growth plans via acquisitions, new resorts and same-store initiatives. NVA’s pet resorts business 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 trends toward humanization of pets and demand for premium/luxury offerings in the animal care and goods space. Responsibilities
General
Understands 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 management. Communicates concerns and needs to the Market Leader and/or the Regional Leader. Responsible for maintaining 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 Management
Creates 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. Develops Resort Leads’ understanding of financial reports, enabling 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 lead generation. Possesses expert knowledge of the resort market area and the community; educates the community on the company’s 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 effectively. Tracks and analyzes lead generation efforts to optimize strategies and improve conversion rates; ensures team is trained on lead capture techniques during customer interactions. Team Management
Responsible for the selection, development and performance of subordinate managers and all other site team. Manage onboarding processes for new Team Members and Shift Leads; use Talent Unleashed certification programs for all team members. Ensure the Resort Manager and Shift Leads empower their teams. Direct/coordinate training programs for all new hires in accordance with brand standards. Coach, counsel, direct and develop Team Members and Resort Leads; lead the team in executing company standards to deliver an excellent customer experience; manage performance per policy with timely feedback and corrective actions. Recruit and maintain a pipeline of qualified team members to meet the resort operation’s needs. Foster engagement by addressing team member concerns promptly and maintaining positive culture and retention goals. Customer Service
Aim for the highest level of resort customer service experiences and metrics. Ensure adequate shift coverage and adherence to scheduling and labor guidelines. Oversee recruiting, hiring and training practices to ensure quality staff. Train management teams to resolve service issues and intervene when necessary to ensure customer satisfaction. Motivate, coach, and mentor team members to promote product suggestions, service information and sales opportunities. Educate and engage the community and resort customers on all company products and services, promoting sales and brand awareness. Operations
Adhere to all company policies and procedures. Follow OSHA, cash handling and operations procedures and ensure 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; staff accordingly. Communicate clearly and accurately to ensure effective shift operations. Ensure team members master resort tasks to meet operating standards. Execute daily audits and enforce checklists and reporting at shift end 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 member management skills. Our ideal GM is an enthusiastic animal lover, brand ambassador with a vested interest in the community, and committed to personal development and learning about business operations, developing people, and driving revenue. You must be able to influence the direction of your resort and drive superb customer satisfaction metrics. Additional Requirements For The General Manager Include
High 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 software. Comfortable working in front of house and back of house roles within the resort. Valid Driver’s License, current insurance including comprehensive, collision coverage, and a vehicle for pet transport in emergencies. Restaurant, retail, veterinary management/experience and/or hospitality experience preferred. Bilingual skills a plus. Work Environment
Move throughout the resort for extended periods (up to 10-12 hours per day). Move 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 team members’ and guests’ requests. Perform basic math and understand finances and cost management. Lift and maneuver animals as part of daily duties; maintain professional appearance and demeanor. Physical Demands
The physical demands described are representative of those that must be met to perform essential functions. Reasonable accommodations may be made for individuals with disabilities. The employee may stand, walk, sit, use hands, reach, climb stairs, bend, stoop, kneel, crouch or crawl; talk or hear; and perform vision-related tasks. 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 veteran status. 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. 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.
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