PetSuites
General Manager - Pet Resort Operations
PetSuites, Lakeville, Minnesota, United States, 55044
General Manager - Pet Resort Operations
Overview A General Manager (GM) is responsible for overall operations, customer experience, sales performance, and execution of brand excellence in a resort. The GM is accountable for maximizing the sales and profits of the site while maintaining an exceptional level of customer service by developing a strong team.
Responsibilities
Communicate the company’s mission, values, and objectives to all staff.
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 lead management and conversion tactics aligned with resort and company objectives.
Create a plan to achieve resort quantitative objectives: sales revenue, labor, cost of goods sold, and expense management.
Maintain operational excellence within the resort, ensuring compliance with policies and procedures.
Recognize and reward outstanding performance of resort team members.
Demonstrate exceptional leadership behaviors and drive continuous improvement.
Financial Management
Execute a data‑driven resort plan that supports regional and company initiatives to achieve operational excellence and strong business results.
Analyze financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.
Develop resort leaders’ understanding of financial reports to enable informed decisions and consistent achievement of sales goals.
Implement local marketing plans and generate leads through community engagement, digital marketing, and referral sources.
Team Management
Recruit, develop, and manage performance of subordinate managers and all site team.
Onboard new team members and shift leaders, ensuring training and brand standards.
Coach, counsel, and mentor team members and resort leaders to create an excellent customer experience.
Maintain a pipeline of qualified team members to meet resort operation needs.
Customer Service
Maintain outstanding customer service metrics and ensure adequate shift coverage.
Resolve service issues proactively and intervene personally to ensure customer satisfaction.
Motivate, coach, and mentor team members to engage customers with product suggestions and sales opportunities.
Operations
Adhere to all company policies, OSHA, cash handling, and operations procedures.
Maintain impeccable standards for resort maintenance, cleanliness, and inventory.
Lead on duty shifts to demonstrate expectations and inspect results.
Execute daily audits and enforce checklists and reporting at the end of each shift.
Qualifications
High school diploma or equivalent required; bachelor’s degree 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.
Strong Profit and Loss management and financial analysis skills.
Proficiency with Microsoft Office Suite and point of sale software.
Valid driver’s license and current insurance; vehicle willing to transport a pet.
Restaurant, retail, veterinary or hospitality experience preferred.
Bilingual skills a plus.
Physical Demands Employee is occasionally required to stand, walk, sit, use hands and fingers to handle tools or controls, reach, climb stairs, balance, stoop, kneel and crawl. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Equal Employment Opportunity The company affords equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, disability status, or veteran status.
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Overview A General Manager (GM) is responsible for overall operations, customer experience, sales performance, and execution of brand excellence in a resort. The GM is accountable for maximizing the sales and profits of the site while maintaining an exceptional level of customer service by developing a strong team.
Responsibilities
Communicate the company’s mission, values, and objectives to all staff.
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 lead management and conversion tactics aligned with resort and company objectives.
Create a plan to achieve resort quantitative objectives: sales revenue, labor, cost of goods sold, and expense management.
Maintain operational excellence within the resort, ensuring compliance with policies and procedures.
Recognize and reward outstanding performance of resort team members.
Demonstrate exceptional leadership behaviors and drive continuous improvement.
Financial Management
Execute a data‑driven resort plan that supports regional and company initiatives to achieve operational excellence and strong business results.
Analyze financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.
Develop resort leaders’ understanding of financial reports to enable informed decisions and consistent achievement of sales goals.
Implement local marketing plans and generate leads through community engagement, digital marketing, and referral sources.
Team Management
Recruit, develop, and manage performance of subordinate managers and all site team.
Onboard new team members and shift leaders, ensuring training and brand standards.
Coach, counsel, and mentor team members and resort leaders to create an excellent customer experience.
Maintain a pipeline of qualified team members to meet resort operation needs.
Customer Service
Maintain outstanding customer service metrics and ensure adequate shift coverage.
Resolve service issues proactively and intervene personally to ensure customer satisfaction.
Motivate, coach, and mentor team members to engage customers with product suggestions and sales opportunities.
Operations
Adhere to all company policies, OSHA, cash handling, and operations procedures.
Maintain impeccable standards for resort maintenance, cleanliness, and inventory.
Lead on duty shifts to demonstrate expectations and inspect results.
Execute daily audits and enforce checklists and reporting at the end of each shift.
Qualifications
High school diploma or equivalent required; bachelor’s degree 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.
Strong Profit and Loss management and financial analysis skills.
Proficiency with Microsoft Office Suite and point of sale software.
Valid driver’s license and current insurance; vehicle willing to transport a pet.
Restaurant, retail, veterinary or hospitality experience preferred.
Bilingual skills a plus.
Physical Demands Employee is occasionally required to stand, walk, sit, use hands and fingers to handle tools or controls, reach, climb stairs, balance, stoop, kneel and crawl. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Equal Employment Opportunity The company affords equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, disability status, or veteran status.
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