NVA Pet Resorts
General Manager - Pet Resort Operations
NVA Pet Resorts, Charlotte, North Carolina, United States, 28245
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 pursue growth via acquisition, new resorts and same-store initiatives. The pet resorts business line competes in an $8+ billion industry predicted to grow, with trends toward humanization of pets and demand for premium/luxury offerings in animal care and goods.
Responsibilities
General: Understands and communicates the companys' 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 aligned with resort and company objectives; creates plans to drive resort revenue, labor, cost of goods sold and expense management; communicates concerns to the Market Leader and/or Regional Leader; maintains operational excellence; responds to directives accurately; recognizes outstanding performance; demonstrates exceptional leadership behaviors; other duties as assigned.
Business/Financial Management: Creates data-driven resort plans, follows up to ensure accountability to plans and KPI targets; analyzes financial data and KPIs to optimize performance; develops Resort Leads understanding of financial reports to make informed decisions; executes corporate and local marketing plans; engages the local market to promote customer value propositions; identifies and cultivates relationships to generate new leads; leverages digital marketing channels and tracks lead generation efforts.
Team Management: Manages selection, development and performance of site team members; oversees onboarding; empowers managers to lead their teams; coordinates training; coaches and leads through company standards; recruits and maintains a pipeline of qualified team members; fosters engagement and retains staff.
Customer Service: Strives for outstanding customer service metrics; ensures adequate shift coverage; oversees recruiting, hiring and training; trains management teams to resolve service issues and promotes a selling culture; educates customers on company products and services.
Operations: Adheres to company policies; follows OSHA and cash handling procedures; maintains resort standards in maintenance, cleanliness and inventory; leads shifts as Manager on Duty; ensures effective shift operations and task mastery; executes daily audits and reporting; owns action plans for hot spot management.
Qualifications As a General Manager with Pet Resorts, you must possess excellent written, verbal and hands-on team member management skills. The ideal GM is an enthusiastic animal lover and brand ambassador with a vested interest in the community, committed to personal development and learning about business operations, developing people, and driving revenue. You should influence resort direction, engage in community outreach, and drive customer satisfaction metrics.
Additional Requirements for the General Manager
High school degree or equivalent; bachelor's degree or equivalent education/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 and POS software.
Comfortable working in front-of-house and back-of-house roles.
Valid Driver’s License and current insurance; 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/day).
Move 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.
Bend, stoop, and reach to perform tasks related to pets, customers and cleaning.
Present a professional image in dress, demeanor, and language.
Physical Demands The physical demands described are representative of those required to perform essential job functions. Reasonable accommodations may be made for individuals with disabilities. Duties may include standing, walking, sitting, handling objects, reaching, climbing stairs, bending, kneeling, and the ability to work in varied vision conditions.
Equal Employment Opportunity It is the policy of the company to provide equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, disability, or veteran status.
Compensation The salary range for this position is $62,000 to $65,000 and is based on applicable experience.
Deadline To Apply Deadline to apply: November 30, 2025.
Benefits 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 ancillary plans.
#J-18808-Ljbffr
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 pursue growth via acquisition, new resorts and same-store initiatives. The pet resorts business line competes in an $8+ billion industry predicted to grow, with trends toward humanization of pets and demand for premium/luxury offerings in animal care and goods.
Responsibilities
General: Understands and communicates the companys' 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 aligned with resort and company objectives; creates plans to drive resort revenue, labor, cost of goods sold and expense management; communicates concerns to the Market Leader and/or Regional Leader; maintains operational excellence; responds to directives accurately; recognizes outstanding performance; demonstrates exceptional leadership behaviors; other duties as assigned.
Business/Financial Management: Creates data-driven resort plans, follows up to ensure accountability to plans and KPI targets; analyzes financial data and KPIs to optimize performance; develops Resort Leads understanding of financial reports to make informed decisions; executes corporate and local marketing plans; engages the local market to promote customer value propositions; identifies and cultivates relationships to generate new leads; leverages digital marketing channels and tracks lead generation efforts.
Team Management: Manages selection, development and performance of site team members; oversees onboarding; empowers managers to lead their teams; coordinates training; coaches and leads through company standards; recruits and maintains a pipeline of qualified team members; fosters engagement and retains staff.
Customer Service: Strives for outstanding customer service metrics; ensures adequate shift coverage; oversees recruiting, hiring and training; trains management teams to resolve service issues and promotes a selling culture; educates customers on company products and services.
Operations: Adheres to company policies; follows OSHA and cash handling procedures; maintains resort standards in maintenance, cleanliness and inventory; leads shifts as Manager on Duty; ensures effective shift operations and task mastery; executes daily audits and reporting; owns action plans for hot spot management.
Qualifications As a General Manager with Pet Resorts, you must possess excellent written, verbal and hands-on team member management skills. The ideal GM is an enthusiastic animal lover and brand ambassador with a vested interest in the community, committed to personal development and learning about business operations, developing people, and driving revenue. You should influence resort direction, engage in community outreach, and drive customer satisfaction metrics.
Additional Requirements for the General Manager
High school degree or equivalent; bachelor's degree or equivalent education/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 and POS software.
Comfortable working in front-of-house and back-of-house roles.
Valid Driver’s License and current insurance; 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/day).
Move 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.
Bend, stoop, and reach to perform tasks related to pets, customers and cleaning.
Present a professional image in dress, demeanor, and language.
Physical Demands The physical demands described are representative of those required to perform essential job functions. Reasonable accommodations may be made for individuals with disabilities. Duties may include standing, walking, sitting, handling objects, reaching, climbing stairs, bending, kneeling, and the ability to work in varied vision conditions.
Equal Employment Opportunity It is the policy of the company to provide equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, disability, or veteran status.
Compensation The salary range for this position is $62,000 to $65,000 and is based on applicable experience.
Deadline To Apply Deadline to apply: November 30, 2025.
Benefits 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 ancillary plans.
#J-18808-Ljbffr