PetSuites
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General Manager - Pet Resort Operations
role at
PetSuites
in Fulshear, TX.
Overview A General Manager (GM) is responsible for overall operations, customer experience, sales performance, and brand excellence in a resort. The GM maximizes sales and profits while maintaining exceptional customer service by developing a strong team including a Resort Manager, Shift Leads and Team Members. The GM and the team create a resort culture based on NVA Leadership Competencies, high‑quality pet care, and outstanding service for both 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 over 1300 companion animal veterinary hospitals and pet resort locations. NVA’s pet resorts business competes in an $8+ billion industry and is predicted to grow over 6% through 2028. More than 67% of U.S. households have a pet, fueling demand for premium and luxury pet care offerings.
Responsibilities
Communicate the company’s mission, values, and objectives to the resort team.
Lead all aspects of the site, including financial management, customer service, pet care, and team management.
Develop and implement a comprehensive sales strategy with proactive lead management and conversion tactics.
Create plans to achieve quantitative objectives such as sales revenue, labor costs, 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.
Respond promptly to directives, ensuring compliance from the resort team.
Recognize and reward outstanding performance of resort team members.
Demonstrate exceptional leadership behaviors.
Other duties as assigned.
Business & Financial Management
Develop data‑driven resort plans supporting regional and company initiatives.
Analyze financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.
Educate Resort Leads on financial reports to support sales goals, productivity metrics, and budget adherence.
Execute corporate marketing plans and local market plans for lead generation.
Engage and educate the community on the company’s value proposition and sales offerings.
Build relationships with local businesses, community groups, and referral sources.
Leverage digital marketing channels to capture and nurture leads.
Track and analyze lead generation efforts to optimize strategies and improve conversion rates.
Team Management
Oversee selection, development, and performance of subordinate managers and all site team.
Manage onboarding processes for new Team Members and Shift Leads.
Ensure the Resort Manager and Shift Leads empower their team members.
Coordinate training programs for new hires in accordance with brand standards.
Coach, counsel, and direct team members, enforcing company standards.
Recruit and maintain a pipeline of qualified team members.
Create a culture of engagement and achieve retention through team engagement strategies.
Customer Service
Commit to the ultimate resort customer service experience.
Maintain adequate shift coverage at all times.
Oversee recruiting, hiring and training practices to ensure quality of resort staff.
Train management teams to resolve service issues and intervene personally when needed.
Motivate, coach, and mentor team members to engage customers and promote sales.
Educate and engage the community and resort customers on all company products and services.
Operations
Ensure knowledge of all company policies and procedures.
Follow OSHA, cash handling and operations procedures.
Maintain impeccable standards for resort maintenance, cleanliness and inventory.
Lead 1‑2 shifts per week as Manager on Duty to demonstrate expectations.
Communicate clearly and concisely to ensure effective shift operations.
Ensure all team members master resort tasks and meet company operating standards.
Execute daily audits and enforce all checklists and reporting.
Own action plans for hot spot management and drive resort‑level actions.
Qualifications Excellent written, verbal, and team‑management skills. Passionate animal lover, brand ambassador, and community‑engaged. Commitment to personal development, learning business operations, people development, and revenue growth.
Additional Requirements
High school degree or equivalent; Bachelor’s degree, equivalent education and experience.
Minimum 3‑5 years of management experience with Profit and Loss responsibility.
Availability to work up to 45‑50 hours per week, including evenings and weekends.
Ability to drive and manage 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 resort roles.
Valid driver’s license, comprehensive and collision coverage insurance, and a vehicle that can transport a pet in emergencies.
Preferred: restaurant, retail, veterinary, or hospitality management experience.
Bilingual skills a plus.
Work Environment
Work throughout the resort for extended periods (up to 10‑12 hours per day).
Move up to 50 lbs. over distances up to 10 feet.
Lift and carry up to 25 lbs. over distances up to 50 feet.
Respond to requests in a noisy environment.
Perform basic math and understand finances and cost management.
Bend, stoop, and reach to handle and load animals, serve customers, and clean.
Maintain a professional image through dress code, demeanor, and language.
Physical Demands Stand, walk, sit, use hands and fingers, reach, climb stairs, balance, stoop, kneel, crouch, or crawl as required. Perform tasks involving close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Equal Employment Opportunity PetSuites offers equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, non‑disqualifying disability, or disability veteran status.
Compensation The salary range is between $55,000 and $65,000, based on applicable experience.
Deadline to Apply December 31, 2025.
Benefits
Medical, Dental, Vision
401K with employer match
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Short‑Term Disability, Long‑Term Disability, Hospital Indemnity, Accident Plan, and Critical Illness Plan
Seniorship Level Director
Employment Type Part‑time
Job Function Management and Manufacturing
Industries Hospitality
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General Manager - Pet Resort Operations
role at
PetSuites
in Fulshear, TX.
Overview A General Manager (GM) is responsible for overall operations, customer experience, sales performance, and brand excellence in a resort. The GM maximizes sales and profits while maintaining exceptional customer service by developing a strong team including a Resort Manager, Shift Leads and Team Members. The GM and the team create a resort culture based on NVA Leadership Competencies, high‑quality pet care, and outstanding service for both 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 over 1300 companion animal veterinary hospitals and pet resort locations. NVA’s pet resorts business competes in an $8+ billion industry and is predicted to grow over 6% through 2028. More than 67% of U.S. households have a pet, fueling demand for premium and luxury pet care offerings.
Responsibilities
Communicate the company’s mission, values, and objectives to the resort team.
Lead all aspects of the site, including financial management, customer service, pet care, and team management.
Develop and implement a comprehensive sales strategy with proactive lead management and conversion tactics.
Create plans to achieve quantitative objectives such as sales revenue, labor costs, 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.
Respond promptly to directives, ensuring compliance from the resort team.
Recognize and reward outstanding performance of resort team members.
Demonstrate exceptional leadership behaviors.
Other duties as assigned.
Business & Financial Management
Develop data‑driven resort plans supporting regional and company initiatives.
Analyze financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.
Educate Resort Leads on financial reports to support sales goals, productivity metrics, and budget adherence.
Execute corporate marketing plans and local market plans for lead generation.
Engage and educate the community on the company’s value proposition and sales offerings.
Build relationships with local businesses, community groups, and referral sources.
Leverage digital marketing channels to capture and nurture leads.
Track and analyze lead generation efforts to optimize strategies and improve conversion rates.
Team Management
Oversee selection, development, and performance of subordinate managers and all site team.
Manage onboarding processes for new Team Members and Shift Leads.
Ensure the Resort Manager and Shift Leads empower their team members.
Coordinate training programs for new hires in accordance with brand standards.
Coach, counsel, and direct team members, enforcing company standards.
Recruit and maintain a pipeline of qualified team members.
Create a culture of engagement and achieve retention through team engagement strategies.
Customer Service
Commit to the ultimate resort customer service experience.
Maintain adequate shift coverage at all times.
Oversee recruiting, hiring and training practices to ensure quality of resort staff.
Train management teams to resolve service issues and intervene personally when needed.
Motivate, coach, and mentor team members to engage customers and promote sales.
Educate and engage the community and resort customers on all company products and services.
Operations
Ensure knowledge of all company policies and procedures.
Follow OSHA, cash handling and operations procedures.
Maintain impeccable standards for resort maintenance, cleanliness and inventory.
Lead 1‑2 shifts per week as Manager on Duty to demonstrate expectations.
Communicate clearly and concisely to ensure effective shift operations.
Ensure all team members master resort tasks and meet company operating standards.
Execute daily audits and enforce all checklists and reporting.
Own action plans for hot spot management and drive resort‑level actions.
Qualifications Excellent written, verbal, and team‑management skills. Passionate animal lover, brand ambassador, and community‑engaged. Commitment to personal development, learning business operations, people development, and revenue growth.
Additional Requirements
High school degree or equivalent; Bachelor’s degree, equivalent education and experience.
Minimum 3‑5 years of management experience with Profit and Loss responsibility.
Availability to work up to 45‑50 hours per week, including evenings and weekends.
Ability to drive and manage 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 resort roles.
Valid driver’s license, comprehensive and collision coverage insurance, and a vehicle that can transport a pet in emergencies.
Preferred: restaurant, retail, veterinary, or hospitality management experience.
Bilingual skills a plus.
Work Environment
Work throughout the resort for extended periods (up to 10‑12 hours per day).
Move up to 50 lbs. over distances up to 10 feet.
Lift and carry up to 25 lbs. over distances up to 50 feet.
Respond to requests in a noisy environment.
Perform basic math and understand finances and cost management.
Bend, stoop, and reach to handle and load animals, serve customers, and clean.
Maintain a professional image through dress code, demeanor, and language.
Physical Demands Stand, walk, sit, use hands and fingers, reach, climb stairs, balance, stoop, kneel, crouch, or crawl as required. Perform tasks involving close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Equal Employment Opportunity PetSuites offers equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, non‑disqualifying disability, or disability veteran status.
Compensation The salary range is between $55,000 and $65,000, based on applicable experience.
Deadline to Apply December 31, 2025.
Benefits
Medical, Dental, Vision
401K with employer match
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Short‑Term Disability, Long‑Term Disability, Hospital Indemnity, Accident Plan, and Critical Illness Plan
Seniorship Level Director
Employment Type Part‑time
Job Function Management and Manufacturing
Industries Hospitality
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