NVA Pet Resorts
General Manager - Pet Resort Operations
NVA Pet Resorts, Atlanta, Georgia, United States, 30383
Overview
General Manager (GM) is responsible for overall operations, customer experience, sales performance and execution of brand excellence in a pet resort. The GM maximizes sales and profits, maintains exceptional service levels, and develops a strong team—including Resort Manager, Shift Leads and Team Members—for a resort culture based on NVA Leadership Competencies.
Responsibilities General
Understands and communicates the company’s 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 with proactive lead management and conversion tactics aligned with resort and company objectives.
Creates a plan to drive and achieve 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.
Maintains operational excellence within the resort.
Responds to directives accurately and promptly, ensuring 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 supporting regional and company initiatives for operational excellence and strong business results.
Drives financial success by analyzing data and KPIs to optimize performance.
Develops resort leads’ understanding of financial reports for informed decision‑making.
Executes corporate marketing plans and local market plans for sales lead generation.
Possesses expert knowledge of the resort market area and engages the community.
Identifies and cultivates relationships with local businesses, community groups and referral sources.
Leverages digital marketing channels to capture and nurture leads.
Tracks and analyzes lead generation efforts to optimize conversion rates.
Team Management
Responsible for the selection, development and performance of subordinate managers and all site team.
Manages onboarding processes for new Team Members and Shift Leads.
Ensures the Resort Manager and Shift Leads empower their team members.
Directs training programs for all new hires in accordance with brand standards.
Coaches, counsels and directs Team Members and Resort Leads to create an excellent customer experience.
Manages team performance through enforcement of personnel policy and corrective action.
Recruit and maintain a pipeline of qualified team members.
Creates a culture of engagement, addressing concerns in a timely manner and achieving standard retention rates.
Customer Service
Strives for the ultimate resort customer service experience and maintains excellent metrics.
Ensures adequate shift coverage while adhering to scheduling guidelines.
Oversees recruiting, hiring and training practices to ensure staff quality.
Trains management teams to resolve service issues and intervenes personally when necessary.
Motivates, coaches and mentors team members to engage customers with product suggestions and sales opportunities.
Educates and engages the community on company products and services, promoting sales and brand awareness.
Operations
Adheres to all company policies and procedures.
Follows OSHA, cash handling and operations procedures.
Maintains impeccable standards for resort maintenance, cleanliness and inventory.
Leads “Manager on Duty” shifts to demonstrate expectations and conduct inspections.
Communicates clearly to ensure effective shift operations.
Ensures team members meet operating standards and master resort tasks.
Executes daily audits and enforces all checklists and reporting for all departments.
Owns action plan for hot‑spot management and drives resort‑level actions.
Qualifications As a General Manager with Pet Resorts, you must possess excellent written, verbal and hands‑on team member management skills. You should be an enthusiastic animal lover, brand ambassador, and committed to personal development and business learning. You must influence resort direction, initiate community outreach, and drive superb customer satisfaction metrics.
Additional Requirements For The General Manager Include
High 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 software.
Comfortable 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, retail, veterinary management/experience and/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 25 lbs. for distances of up to 50 feet.
Respond to team members’ and guests’ requests in a loud environment.
Perform basic math and understand finances and cost management.
Bend, stoop, and reach 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 Essential functions include standing, walking, sitting, using hands and fingers to handle objects and tools, reaching, climbing stairs, balancing, stooping, kneeling, crouching, crawling, talking, hearing, tasting, smelling, and performing vision tasks such as close vision, distance vision, color vision, peripheral vision, 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 $65,000 and is based on applicable experience.
Deadline To Apply November 30, 2025
Benefits Pet Resorts offers a comprehensive benefits program including medical, dental, vision, a 401(k) with employer match. Additionally, Health Savings Accounts (HSA), Flexible Spending Accounts (FSA) and many ancillary plans such as Short Term Disability, Long Term Disability, Hospital Indemnity, Accident Plan and Critical Illness Plan are available.
Seniority level
Director
Employment type
Part‑time
Job function
Management and Manufacturing
Veterinary Services
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Responsibilities General
Understands and communicates the company’s 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 with proactive lead management and conversion tactics aligned with resort and company objectives.
Creates a plan to drive and achieve 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.
Maintains operational excellence within the resort.
Responds to directives accurately and promptly, ensuring 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 supporting regional and company initiatives for operational excellence and strong business results.
Drives financial success by analyzing data and KPIs to optimize performance.
Develops resort leads’ understanding of financial reports for informed decision‑making.
Executes corporate marketing plans and local market plans for sales lead generation.
Possesses expert knowledge of the resort market area and engages the community.
Identifies and cultivates relationships with local businesses, community groups and referral sources.
Leverages digital marketing channels to capture and nurture leads.
Tracks and analyzes lead generation efforts to optimize conversion rates.
Team Management
Responsible for the selection, development and performance of subordinate managers and all site team.
Manages onboarding processes for new Team Members and Shift Leads.
Ensures the Resort Manager and Shift Leads empower their team members.
Directs training programs for all new hires in accordance with brand standards.
Coaches, counsels and directs Team Members and Resort Leads to create an excellent customer experience.
Manages team performance through enforcement of personnel policy and corrective action.
Recruit and maintain a pipeline of qualified team members.
Creates a culture of engagement, addressing concerns in a timely manner and achieving standard retention rates.
Customer Service
Strives for the ultimate resort customer service experience and maintains excellent metrics.
Ensures adequate shift coverage while adhering to scheduling guidelines.
Oversees recruiting, hiring and training practices to ensure staff quality.
Trains management teams to resolve service issues and intervenes personally when necessary.
Motivates, coaches and mentors team members to engage customers with product suggestions and sales opportunities.
Educates and engages the community on company products and services, promoting sales and brand awareness.
Operations
Adheres to all company policies and procedures.
Follows OSHA, cash handling and operations procedures.
Maintains impeccable standards for resort maintenance, cleanliness and inventory.
Leads “Manager on Duty” shifts to demonstrate expectations and conduct inspections.
Communicates clearly to ensure effective shift operations.
Ensures team members meet operating standards and master resort tasks.
Executes daily audits and enforces all checklists and reporting for all departments.
Owns action plan for hot‑spot management and drives resort‑level actions.
Qualifications As a General Manager with Pet Resorts, you must possess excellent written, verbal and hands‑on team member management skills. You should be an enthusiastic animal lover, brand ambassador, and committed to personal development and business learning. You must influence resort direction, initiate community outreach, and drive superb customer satisfaction metrics.
Additional Requirements For The General Manager Include
High 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 software.
Comfortable 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, retail, veterinary management/experience and/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 25 lbs. for distances of up to 50 feet.
Respond to team members’ and guests’ requests in a loud environment.
Perform basic math and understand finances and cost management.
Bend, stoop, and reach 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 Essential functions include standing, walking, sitting, using hands and fingers to handle objects and tools, reaching, climbing stairs, balancing, stooping, kneeling, crouching, crawling, talking, hearing, tasting, smelling, and performing vision tasks such as close vision, distance vision, color vision, peripheral vision, 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 $65,000 and is based on applicable experience.
Deadline To Apply November 30, 2025
Benefits Pet Resorts offers a comprehensive benefits program including medical, dental, vision, a 401(k) with employer match. Additionally, Health Savings Accounts (HSA), Flexible Spending Accounts (FSA) and many ancillary plans such as Short Term Disability, Long Term Disability, Hospital Indemnity, Accident Plan and Critical Illness Plan are available.
Seniority level
Director
Employment type
Part‑time
Job function
Management and Manufacturing
Veterinary Services
#J-18808-Ljbffr