Animal Clinic of La Porte
General Manager - Pet Resorts Operations
Animal Clinic of La Porte, Schaumburg, Illinois, us, 60159
Overview
PetSuites Schaumburg located in Schaumburg, IL is looking for an experienced General Manager to lead the pack! A General Manager (GM) is responsible for the overall operations, customer experience, sales performance and execution of brand excellence in a resort. The GM maximizes sales and profits, maintains exceptional customer service by developing a strong team, and creates a resort culture based on NVA Leadership Competencies and high‑quality guest/pet care.
Responsibilities General
Understand and communicate the company's mission, values, and objectives.
Provide direction, leadership, and communication for all aspects of the site including financial management, customer service, pet care and team management.
Develop and implement a comprehensive sales strategy, including proactive lead management and conversion tactics.
Create a plan to drive and achieve resort quantitative objectives including sales revenue, labor, cost of goods sold and expense management.
Communicate concerns and needs to the Market Leader and/or Regional Leader.
Maintain operational excellence within the resort and respond to directives accurately and promptly.
Recognize and reward outstanding performance of resort team members.
Demonstrate exceptional leadership behaviors.
Perform additional duties as assigned.
Business / Financial Management
Create a data‑driven resort plan that supports the execution of regional and company initiatives.
Follow up consistently to ensure accountability to plans and KPI targets.
Drive financial success by analyzing financial data and KPIs to optimize performance and identify growth opportunities.
Develop Resort Leads’ understanding of financial reports to enable informed decisions.
Execute corporate marketing plans and implement local market plans for marketing and sales lead generation.
Leverage digital marketing channels and track lead generation efforts.
Team Management
Responsible for selection, development and performance of subordinate managers and all other site team.
Manage onboarding processes for new Team Members and Shift Leads.
Ensure Resort Manager and Shift Leads empower their teams.
Coordinate training programs for all new hires in accordance with brand standards.
Coach, counsel and direct team members and Resort Leads.
Recruit and maintain a pipeline of qualified team members.
Create a culture of engagement and achieve standard retention rates.
Customer Service
Maintain excellent customer service metrics and strive for ultimate resort customer service experiences.
Ensure sites have adequate shift coverage at all times.
Oversee recruiting, hiring and training practices to ensure quality resort staff.
Train resort management teams to effectively resolve service issues.
Motivate, coach, and mentor team members to engage customers with product suggestions and sales opportunities.
Educate and engage the community and resort customers on all company products and services.
Operations
Adhere to all company policies and procedures, including OSHA and cash handling.
Maintain impeccable standards concerning resort maintenance, cleanliness and inventory.
Lead 1‑2 shifts per week as “Manager on Duty” to demonstrate expectations and inspect results.
Communicate clearly, concisely and accurately to ensure effective shift operations.
Execute daily audits and enforce all checklists and reporting at the end of each shift.
Own action plan for hotspot management and drive resort level actions.
Qualifications
High school degree or equivalent required; bachelor’s degree equivalent education and experience preferred.
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.
Proficiency with Microsoft Office Suite and point of sale software.
Comfortable working in front‑house and back‑of‑house roles within the resort.
Valid driver’s license, current insurance that includes comprehensive and collision coverage, and a vehicle you are willing to transport a pet in during an emergency.
Restaurant, retail, veterinary, or hospitality experience preferred.
Bilingual skills a plus.
Work Environment
Move 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.
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.
Project a professional image to resort team, clients, support center team and supervisors through dress code, demeanor and language.
Physical Demands The 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. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
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. NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
Compensation $65,000
Deadline To Apply November 30th, 2025
Benefits
Comprehensive medical, dental, vision coverage.
401(k) with employer match.
Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
Short‑Term Disability, Long‑Term Disability, Hospital Indemnity, Accident Plan, and Critical Illness Plan.
Paid time off, including sick time.
Additional benefits for eligible employees in Colorado: paid sick and safe leave and public health emergency leave.
About NVA 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. For more information, visit www.nva.com.
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Responsibilities General
Understand and communicate the company's mission, values, and objectives.
Provide direction, leadership, and communication for all aspects of the site including financial management, customer service, pet care and team management.
Develop and implement a comprehensive sales strategy, including proactive lead management and conversion tactics.
Create a plan to drive and achieve resort quantitative objectives including sales revenue, labor, cost of goods sold and expense management.
Communicate concerns and needs to the Market Leader and/or Regional Leader.
Maintain operational excellence within the resort and respond to directives accurately and promptly.
Recognize and reward outstanding performance of resort team members.
Demonstrate exceptional leadership behaviors.
Perform additional duties as assigned.
Business / Financial Management
Create a data‑driven resort plan that supports the execution of regional and company initiatives.
Follow up consistently to ensure accountability to plans and KPI targets.
Drive financial success by analyzing financial data and KPIs to optimize performance and identify growth opportunities.
Develop Resort Leads’ understanding of financial reports to enable informed decisions.
Execute corporate marketing plans and implement local market plans for marketing and sales lead generation.
Leverage digital marketing channels and track lead generation efforts.
Team Management
Responsible for selection, development and performance of subordinate managers and all other site team.
Manage onboarding processes for new Team Members and Shift Leads.
Ensure Resort Manager and Shift Leads empower their teams.
Coordinate training programs for all new hires in accordance with brand standards.
Coach, counsel and direct team members and Resort Leads.
Recruit and maintain a pipeline of qualified team members.
Create a culture of engagement and achieve standard retention rates.
Customer Service
Maintain excellent customer service metrics and strive for ultimate resort customer service experiences.
Ensure sites have adequate shift coverage at all times.
Oversee recruiting, hiring and training practices to ensure quality resort staff.
Train resort management teams to effectively resolve service issues.
Motivate, coach, and mentor team members to engage customers with product suggestions and sales opportunities.
Educate and engage the community and resort customers on all company products and services.
Operations
Adhere to all company policies and procedures, including OSHA and cash handling.
Maintain impeccable standards concerning resort maintenance, cleanliness and inventory.
Lead 1‑2 shifts per week as “Manager on Duty” to demonstrate expectations and inspect results.
Communicate clearly, concisely and accurately to ensure effective shift operations.
Execute daily audits and enforce all checklists and reporting at the end of each shift.
Own action plan for hotspot management and drive resort level actions.
Qualifications
High school degree or equivalent required; bachelor’s degree equivalent education and experience preferred.
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.
Proficiency with Microsoft Office Suite and point of sale software.
Comfortable working in front‑house and back‑of‑house roles within the resort.
Valid driver’s license, current insurance that includes comprehensive and collision coverage, and a vehicle you are willing to transport a pet in during an emergency.
Restaurant, retail, veterinary, or hospitality experience preferred.
Bilingual skills a plus.
Work Environment
Move 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.
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.
Project a professional image to resort team, clients, support center team and supervisors through dress code, demeanor and language.
Physical Demands The 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. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
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. NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
Compensation $65,000
Deadline To Apply November 30th, 2025
Benefits
Comprehensive medical, dental, vision coverage.
401(k) with employer match.
Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
Short‑Term Disability, Long‑Term Disability, Hospital Indemnity, Accident Plan, and Critical Illness Plan.
Paid time off, including sick time.
Additional benefits for eligible employees in Colorado: paid sick and safe leave and public health emergency leave.
About NVA 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. For more information, visit www.nva.com.
#J-18808-Ljbffr