PetSuites
General Manager - Pet Resort Operations
PetSuites, Charlotte, North Carolina, United States, 28245
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General Manager - Pet Resort Operations
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PetSuites PetSuites Charlotte Airport located in Charlotte, NC is looking for an experienced General Manager to lead the pack! 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 resort and same-store initiatives. NVA’s pet resorts business competes in an $8+ billion industry projected to grow over 6% through 2028. As of 2019 over 67% of US households have a pet; industry growth has benefited from trends toward pet humanization and demand for premium/luxury offerings in animal care and goods space. Responsibilities
General Understands and communicates the companies 0mission, values, and objectives. Provides the 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. Follows up to ensure accountability to plans and KPI targets. 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. Utilizes financial tools and analyzes financial reports and KPIs to identify trends, issues, and opportunities for strategic action and sales growth. Develops Resort Leads understanding of financial reports, enabling informed decision-making to achieve sales goals, productivity metrics, and budget adherence. Executes corporate marketing plans and creates local market plans for marketing and sales lead generation. Possesses expert knowledge of the resort market area and engages 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 members. Manage onboarding processes for new Team Members and Shift Leads on both front- and back-of-house procedures. Uses Talent Unleashed certification programs for all team members. Ensure the Resort Manager and Shift Leads empower their team members. Direct/coordinate training programs for all new hires in accordance with brand standards. Coach and develop team members and Resort Leads; lead the team in the execution of company standards through the NVA Pet Resort values to create an excellent customer experience. Manage performance with adherence to Personnel Policy, including timely feedback and corrective actions. Recruit and maintain a pipeline of qualified team members to meet resort needs. Create a culture of engagement by addressing team member concerns promptly, fostering positive culture and retention through engagement strategies. Customer Service Strive for exceptional resort customer service experiences and maintain strong customer service metrics. Ensure sites have 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 and intervene as needed to ensure customer satisfaction. Motivate and mentor team members to engage customers with product suggestions, service information, and sales opportunities, fostering a selling culture. 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 policies and ensure team members are in 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; determine staffing as needed. Communicate clearly to ensure effective shift operations and resort-wide operations. Ensure all team members master resort tasks meeting operating standards. Execute daily audits and enforce checklists and reporting for all departments within the resort. Own action plan for hot spot 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 and brand ambassador with a vested interest in the community. The GM should commit to personal development, learning about business operations, developing people, and driving revenue, and be able to influence resort direction, initiate community outreach and drive customer satisfaction metrics. Additional Requirements for the General Manager
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 change in the workplace. 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, current insurance with comprehensive coverage, and a vehicle to transport a pet in an emergency. Restaurant/retail/veterinary/hospitality experience preferred. Bilingual skills a plus. Work Environment
Move throughout the resort for extended periods (up to 10-12 hours per day). Move 50 lbs. for distances up to 10 feet; balance and move up to 25 lbs. for distances up to 50 feet. Respond to requests in a loud environment; perform basic math and understand finances and cost management. Engage in physical tasks such as bending, stooping, and reaching to service animals and operations. Maintain a professional image and adhere to dress code, demeanor and language expectations. Physical Demands
The physical demands are those reasonably necessary to perform essential functions. Reasonable accommodations may be made for individuals with disabilities. Equal Employment Opportunity statement: 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, disability or veteran status. Compensation:
The salary range for this position is $62,000 to $65,000 and based on applicable experience. Deadline To Apply:
November 30, 2025 Pet Resorts offers a comprehensive benefits program including Medical, Dental, Vision, a 401K with employer match. Additionally, 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. End of refined description.
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General Manager - Pet Resort Operations
role at
PetSuites PetSuites Charlotte Airport located in Charlotte, NC is looking for an experienced General Manager to lead the pack! 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 resort and same-store initiatives. NVA’s pet resorts business competes in an $8+ billion industry projected to grow over 6% through 2028. As of 2019 over 67% of US households have a pet; industry growth has benefited from trends toward pet humanization and demand for premium/luxury offerings in animal care and goods space. Responsibilities
General Understands and communicates the companies 0mission, values, and objectives. Provides the 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. Follows up to ensure accountability to plans and KPI targets. 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. Utilizes financial tools and analyzes financial reports and KPIs to identify trends, issues, and opportunities for strategic action and sales growth. Develops Resort Leads understanding of financial reports, enabling informed decision-making to achieve sales goals, productivity metrics, and budget adherence. Executes corporate marketing plans and creates local market plans for marketing and sales lead generation. Possesses expert knowledge of the resort market area and engages 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 members. Manage onboarding processes for new Team Members and Shift Leads on both front- and back-of-house procedures. Uses Talent Unleashed certification programs for all team members. Ensure the Resort Manager and Shift Leads empower their team members. Direct/coordinate training programs for all new hires in accordance with brand standards. Coach and develop team members and Resort Leads; lead the team in the execution of company standards through the NVA Pet Resort values to create an excellent customer experience. Manage performance with adherence to Personnel Policy, including timely feedback and corrective actions. Recruit and maintain a pipeline of qualified team members to meet resort needs. Create a culture of engagement by addressing team member concerns promptly, fostering positive culture and retention through engagement strategies. Customer Service Strive for exceptional resort customer service experiences and maintain strong customer service metrics. Ensure sites have 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 and intervene as needed to ensure customer satisfaction. Motivate and mentor team members to engage customers with product suggestions, service information, and sales opportunities, fostering a selling culture. 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 policies and ensure team members are in 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; determine staffing as needed. Communicate clearly to ensure effective shift operations and resort-wide operations. Ensure all team members master resort tasks meeting operating standards. Execute daily audits and enforce checklists and reporting for all departments within the resort. Own action plan for hot spot 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 and brand ambassador with a vested interest in the community. The GM should commit to personal development, learning about business operations, developing people, and driving revenue, and be able to influence resort direction, initiate community outreach and drive customer satisfaction metrics. Additional Requirements for the General Manager
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 change in the workplace. 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, current insurance with comprehensive coverage, and a vehicle to transport a pet in an emergency. Restaurant/retail/veterinary/hospitality experience preferred. Bilingual skills a plus. Work Environment
Move throughout the resort for extended periods (up to 10-12 hours per day). Move 50 lbs. for distances up to 10 feet; balance and move up to 25 lbs. for distances up to 50 feet. Respond to requests in a loud environment; perform basic math and understand finances and cost management. Engage in physical tasks such as bending, stooping, and reaching to service animals and operations. Maintain a professional image and adhere to dress code, demeanor and language expectations. Physical Demands
The physical demands are those reasonably necessary to perform essential functions. Reasonable accommodations may be made for individuals with disabilities. Equal Employment Opportunity statement: 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, disability or veteran status. Compensation:
The salary range for this position is $62,000 to $65,000 and based on applicable experience. Deadline To Apply:
November 30, 2025 Pet Resorts offers a comprehensive benefits program including Medical, Dental, Vision, a 401K with employer match. Additionally, 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. End of refined description.
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