NVA Pet Resorts
General Manager - Pet Resort Operations
NVA Pet Resorts, Fulshear, Texas, United States, 77441
General Manager – Pet Resort Operations, NVA Pet Resorts
Overview As a General Manager (GM), you will be responsible for overall operations, customer experience, sales performance, and execution of brand excellence across the resort. You will maximize sales and profits while maintaining exceptional customer service by developing a high-performing team of Resort Managers, Shift Leads, and Team Members. You will lead and create a resort culture built on NVA Leadership Competencies, high-quality pet care, and outstanding customer service for internal and external customers.
Company Overview National Veterinary Associates (“NVA”) is the largest private owner of freestanding veterinary hospitals and pet resorts in North America, with 1,300+ companion animal veterinary hospitals and pet resort locations. Based in Austin, Texas, NVA grows aggressively through acquisitions, new resort openings, and same‑store initiatives, competing in an $8+ billion industry with projected 6% annual growth through 2028. NVA’s pet resorts provide premium/luxury services for pet owners in a humanized pet‑care environment.
Responsibilities General
Understands and communicates the company’s mission, values, and objectives.
Provides direction, leadership, and communication for all site aspects including Financial Management, Customer Service, Pet Care, and Team Management.
Develops and implements a comprehensive sales strategy, including proactive lead management and conversion tactics.
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.
Maintains 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 execution of regional and company initiatives to achieve operational excellence and strong business results.
Follows up consistently to ensure accountability to plans and KPI targets.
Drives financial success by analyzing financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.
Develops resort leads’ understanding of financial reports to enable informed decisions and consistent achievement of 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 community, actively engaging and educating 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 (social media, website, email) to capture and nurture leads effectively.
Tracks and analyzes lead generation efforts to optimize strategies and improve conversion rates; ensures the team is trained on effective lead capture techniques during customer interactions.
Team Management
Responsible for the selection, development, and performance of subordinate managers and all other site team.
Manages company onboarding processes for new team members and shift leads on front‑ and back‑of‑house procedures.
Ensures resort manager and shift leads empower their teams.
Directs and coordinates training programs for all new hires in accordance with brand standards.
Coaches, counsels, directs, and mentors team members and resort leads, leading the team in executing company standards and creating an excellent customer experience.
Manages team performance through consistent feedback and corrective actions.
Recruit and maintain a pipeline of qualified team members to meet resort operation needs.
Creates a culture of engagement by addressing team member concerns in a timely manner, fostering positive culture and achieving standard retention rates.
Customer Service
Strives for the ultimate resort customer service experience, maintaining excellent service metrics.
Ensures sufficient shift coverage while adhering to scheduling and labor guidelines.
Oversees recruiting, hiring, and training practices to ensure staff quality.
Trains resort management teams to effectively resolve service issues and intervenes personally when needed to ensure customer satisfaction.
Motivates, coaches, and mentors team members to proactively engage customers with product suggestions and sales opportunities, fostering a selling culture.
Educates and engages the community and resort customers on company products and services, actively promoting sales and brand awareness.
Operations
Adheres to and has knowledge of all company policies and procedures.
Follows all OSHA, cash handling, and operations procedures, ensuring team compliance.
Maintains impeccable standards concerning resort maintenance, cleanliness, and inventory.
Leads 1–2 shifts per week as “Manager on Duty” to demonstrate expectations and inspect results.
Communicates clearly, concisely, and accurately to ensure effective shift operations and overall resort performance.
Ensures team members master resort tasks and meet operating standards.
Executes daily audits and enforces all checklists and reporting at the end of each shift.
Owns action plan for hot‑spot management and drives resort‑level actions.
Qualifications As a General Manager you must possess excellent written, verbal, and hands‑on team member management skills. The ideal GM is an enthusiastic animal lover, brand ambassador, and community advocate with a commitment to personal development and a passion for learning about business operations, developing people, and driving revenue.
Additional Requirements
High school degree 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.
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 roles within the resort.
Valid driver’s license and current insurance with comprehensive and collision coverage; vehicle must be able to transport pets during an emergency.
Experience in restaurant, retail, veterinary, or hospitality management preferred.
Bilingual skills are 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 up to 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 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities. While performing the duties, the employee may be required to stand, walk, sit, use hands and fingers to handle objects, reach, climb stairs, balance, stoop, kneel, crouch, crawl, talk, hear, taste, and smell. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
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, disability status, or status as a disabled veteran or Vietnam era veteran.
Compensation Salary range: $55,000 – $65,000, based on applicable experience.
Deadline to Apply December 31, 2025
Benefits Pet Resorts offers a comprehensive benefits program including medical, dental, vision, a 401(k) with employer match, 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 a Critical Illness Plan.
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Overview As a General Manager (GM), you will be responsible for overall operations, customer experience, sales performance, and execution of brand excellence across the resort. You will maximize sales and profits while maintaining exceptional customer service by developing a high-performing team of Resort Managers, Shift Leads, and Team Members. You will lead and create a resort culture built on NVA Leadership Competencies, high-quality pet care, and outstanding customer service for internal and external customers.
Company Overview National Veterinary Associates (“NVA”) is the largest private owner of freestanding veterinary hospitals and pet resorts in North America, with 1,300+ companion animal veterinary hospitals and pet resort locations. Based in Austin, Texas, NVA grows aggressively through acquisitions, new resort openings, and same‑store initiatives, competing in an $8+ billion industry with projected 6% annual growth through 2028. NVA’s pet resorts provide premium/luxury services for pet owners in a humanized pet‑care environment.
Responsibilities General
Understands and communicates the company’s mission, values, and objectives.
Provides direction, leadership, and communication for all site aspects including Financial Management, Customer Service, Pet Care, and Team Management.
Develops and implements a comprehensive sales strategy, including proactive lead management and conversion tactics.
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.
Maintains 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 execution of regional and company initiatives to achieve operational excellence and strong business results.
Follows up consistently to ensure accountability to plans and KPI targets.
Drives financial success by analyzing financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.
Develops resort leads’ understanding of financial reports to enable informed decisions and consistent achievement of 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 community, actively engaging and educating 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 (social media, website, email) to capture and nurture leads effectively.
Tracks and analyzes lead generation efforts to optimize strategies and improve conversion rates; ensures the team is trained on effective lead capture techniques during customer interactions.
Team Management
Responsible for the selection, development, and performance of subordinate managers and all other site team.
Manages company onboarding processes for new team members and shift leads on front‑ and back‑of‑house procedures.
Ensures resort manager and shift leads empower their teams.
Directs and coordinates training programs for all new hires in accordance with brand standards.
Coaches, counsels, directs, and mentors team members and resort leads, leading the team in executing company standards and creating an excellent customer experience.
Manages team performance through consistent feedback and corrective actions.
Recruit and maintain a pipeline of qualified team members to meet resort operation needs.
Creates a culture of engagement by addressing team member concerns in a timely manner, fostering positive culture and achieving standard retention rates.
Customer Service
Strives for the ultimate resort customer service experience, maintaining excellent service metrics.
Ensures sufficient shift coverage while adhering to scheduling and labor guidelines.
Oversees recruiting, hiring, and training practices to ensure staff quality.
Trains resort management teams to effectively resolve service issues and intervenes personally when needed to ensure customer satisfaction.
Motivates, coaches, and mentors team members to proactively engage customers with product suggestions and sales opportunities, fostering a selling culture.
Educates and engages the community and resort customers on company products and services, actively promoting sales and brand awareness.
Operations
Adheres to and has knowledge of all company policies and procedures.
Follows all OSHA, cash handling, and operations procedures, ensuring team compliance.
Maintains impeccable standards concerning resort maintenance, cleanliness, and inventory.
Leads 1–2 shifts per week as “Manager on Duty” to demonstrate expectations and inspect results.
Communicates clearly, concisely, and accurately to ensure effective shift operations and overall resort performance.
Ensures team members master resort tasks and meet operating standards.
Executes daily audits and enforces all checklists and reporting at the end of each shift.
Owns action plan for hot‑spot management and drives resort‑level actions.
Qualifications As a General Manager you must possess excellent written, verbal, and hands‑on team member management skills. The ideal GM is an enthusiastic animal lover, brand ambassador, and community advocate with a commitment to personal development and a passion for learning about business operations, developing people, and driving revenue.
Additional Requirements
High school degree 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.
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 roles within the resort.
Valid driver’s license and current insurance with comprehensive and collision coverage; vehicle must be able to transport pets during an emergency.
Experience in restaurant, retail, veterinary, or hospitality management preferred.
Bilingual skills are 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 up to 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 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities. While performing the duties, the employee may be required to stand, walk, sit, use hands and fingers to handle objects, reach, climb stairs, balance, stoop, kneel, crouch, crawl, talk, hear, taste, and smell. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
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, disability status, or status as a disabled veteran or Vietnam era veteran.
Compensation Salary range: $55,000 – $65,000, based on applicable experience.
Deadline to Apply December 31, 2025
Benefits Pet Resorts offers a comprehensive benefits program including medical, dental, vision, a 401(k) with employer match, 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 a Critical Illness Plan.
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