Animal Clinic of La Porte
Job Description
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 maximizes sales and profits, maintains exceptional customer service by building a strong team, and leads a resort culture based on NVA Leadership Competencies, high‑quality guest/pet care, and outstanding customer service.
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. NVA’s pet‑resort business competes in an $8+ billion industry that is projected to grow over 6% through 2028.
Responsibilities
Understand and communicate the company’s mission, values, and objectives.
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 with proactive lead management and conversion tactics aligned with resort and company objectives.
Create a plan to achieve resort quantitative objectives, including sales revenue, labor, cost of goods sold, and expense management.
Communicate concerns and needs to the Market Leader and/or Regional Leader.
Maintain operational excellence and respond to directives accurately and promptly.
Recognize and reward outstanding performance of resort team members.
Demonstrate exceptional leadership behaviors.
Other duties as assigned.
Business / Financial Management
Build a data‑driven resort plan supporting regional and company initiatives to achieve operational excellence and strong business results.
Follow up consistently to ensure accountability to plans and KPI targets, focusing on budget and year‑over‑year growth expectations.
Analyze financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.
Develop Resort Leads’ understanding of financial reports to enable informed decisions and consistent achievement of sales goals.
Execute corporate marketing plans and local market plans for marketing and sales lead generation.
Leverage digital marketing channels (social media, website, email) to capture and nurture leads.
Track and analyze lead generation efforts to optimize strategies and improve conversion rates.
Ensure the team is trained on effective lead capture techniques during customer interactions.
Team Management
Oversee selection, development, and performance of subordinate managers and site teams.
Manage onboarding processes for new team members and shift leads.
Empower Resort Manager and Shift Leads to lead their teams.
Coordinate training programs for new hires according to brand standards.
Coach, counsel, direct, and mentor team members to create an excellent customer experience.
Enforce personnel policies and provide timely feedback or corrective actions.
Recruit and maintain a qualified pipeline to meet resort operations’ needs.
Foster positive culture and achieve standard retention rates through engagement strategies.
Customer Service
Deliver exceptional resort customer service experiences and maintain metrics.
Ensure adequate shift coverage while adhering to scheduling and labor guidelines.
Oversee recruiting, hiring, and training to ensure high‑quality staff.
Train management teams to resolve service issues and intervene personally when needed.
Motivate, coach, and mentor teams to proactively engage customers and promote sales.
Educate and engage the community and resort customers on company products and services.
Operations
Understand and adhere to all company policies and procedures.
Follow OSHA, cash handling, and operational procedures to ensure compliance.
Maintain immaculate standards for resort maintenance, cleanliness, and inventory.
Lead 1–2 shifts per week as Manager on Duty to demonstrate expectations and inspect results.
Communicate clearly and concisely to ensure effective shift operations.
Ensure team mastery of resort tasks and meeting company operating standards.
Execute daily audits and enforce checklists and reporting at shift end.
Own action plan for hot‑spot management and drive resort‑level actions.
Qualifications Excellent written, verbal, and hands‑on team member management skills, enthusiasm for animal care, and a commitment to personal and professional development. Experience with profit and loss management, community outreach, and driving customer satisfaction metrics is essential.
Additional Requirements
High school degree or equivalent; Bachelor’s degree preferred.
3–5 years of management experience, including profit and loss management.
Availability to work 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 and vehicle capable of transporting pets in emergencies.
Preferred experience: restaurant, retail, veterinary, or hospitality management.
Bilingual skills a plus.
Work Environment
Move throughout the resort for extended periods (up to 10–12 hours/day).
Move up to 50 lbs. over 10 feet; up to 25 lbs. over 50 feet.
Respond to requests in a loud environment and perform basic math and financial tasks.
Bend, stoop, and reach to run, load pets, serve customers, and clean the resort.
Project 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, crawl, talk, hear, taste, and smell as required. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Equal Employment Opportunity We provide equal opportunities to applicants and employees regardless of race, color, religion, sex, national origin, age, disability, or status as a disabled or Vietnam era veteran.
Compensation Salary range : $60,000 – $75,000 (based on applicable experience).
Deadline to Apply 12/31/25
Benefits The company offers a comprehensive benefits program: Medical, Dental, Vision, 401(k) with employer match, Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Short‑Term Disability, Long‑Term Disability, Hospital Indemnity, Accident Plan, and Critical Illness Plan.
Company Statement National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them. NVA offers a comprehensive benefits program including medical, dental, vision, a 401(k) with employer match, and paid time off for all eligible employees.
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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 maximizes sales and profits, maintains exceptional customer service by building a strong team, and leads a resort culture based on NVA Leadership Competencies, high‑quality guest/pet care, and outstanding customer service.
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. NVA’s pet‑resort business competes in an $8+ billion industry that is projected to grow over 6% through 2028.
Responsibilities
Understand and communicate the company’s mission, values, and objectives.
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 with proactive lead management and conversion tactics aligned with resort and company objectives.
Create a plan to achieve resort quantitative objectives, including sales revenue, labor, cost of goods sold, and expense management.
Communicate concerns and needs to the Market Leader and/or Regional Leader.
Maintain operational excellence and respond to directives accurately and promptly.
Recognize and reward outstanding performance of resort team members.
Demonstrate exceptional leadership behaviors.
Other duties as assigned.
Business / Financial Management
Build a data‑driven resort plan supporting regional and company initiatives to achieve operational excellence and strong business results.
Follow up consistently to ensure accountability to plans and KPI targets, focusing on budget and year‑over‑year growth expectations.
Analyze financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.
Develop Resort Leads’ understanding of financial reports to enable informed decisions and consistent achievement of sales goals.
Execute corporate marketing plans and local market plans for marketing and sales lead generation.
Leverage digital marketing channels (social media, website, email) to capture and nurture leads.
Track and analyze lead generation efforts to optimize strategies and improve conversion rates.
Ensure the team is trained on effective lead capture techniques during customer interactions.
Team Management
Oversee selection, development, and performance of subordinate managers and site teams.
Manage onboarding processes for new team members and shift leads.
Empower Resort Manager and Shift Leads to lead their teams.
Coordinate training programs for new hires according to brand standards.
Coach, counsel, direct, and mentor team members to create an excellent customer experience.
Enforce personnel policies and provide timely feedback or corrective actions.
Recruit and maintain a qualified pipeline to meet resort operations’ needs.
Foster positive culture and achieve standard retention rates through engagement strategies.
Customer Service
Deliver exceptional resort customer service experiences and maintain metrics.
Ensure adequate shift coverage while adhering to scheduling and labor guidelines.
Oversee recruiting, hiring, and training to ensure high‑quality staff.
Train management teams to resolve service issues and intervene personally when needed.
Motivate, coach, and mentor teams to proactively engage customers and promote sales.
Educate and engage the community and resort customers on company products and services.
Operations
Understand and adhere to all company policies and procedures.
Follow OSHA, cash handling, and operational procedures to ensure compliance.
Maintain immaculate standards for resort maintenance, cleanliness, and inventory.
Lead 1–2 shifts per week as Manager on Duty to demonstrate expectations and inspect results.
Communicate clearly and concisely to ensure effective shift operations.
Ensure team mastery of resort tasks and meeting company operating standards.
Execute daily audits and enforce checklists and reporting at shift end.
Own action plan for hot‑spot management and drive resort‑level actions.
Qualifications Excellent written, verbal, and hands‑on team member management skills, enthusiasm for animal care, and a commitment to personal and professional development. Experience with profit and loss management, community outreach, and driving customer satisfaction metrics is essential.
Additional Requirements
High school degree or equivalent; Bachelor’s degree preferred.
3–5 years of management experience, including profit and loss management.
Availability to work 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 and vehicle capable of transporting pets in emergencies.
Preferred experience: restaurant, retail, veterinary, or hospitality management.
Bilingual skills a plus.
Work Environment
Move throughout the resort for extended periods (up to 10–12 hours/day).
Move up to 50 lbs. over 10 feet; up to 25 lbs. over 50 feet.
Respond to requests in a loud environment and perform basic math and financial tasks.
Bend, stoop, and reach to run, load pets, serve customers, and clean the resort.
Project 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, crawl, talk, hear, taste, and smell as required. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Equal Employment Opportunity We provide equal opportunities to applicants and employees regardless of race, color, religion, sex, national origin, age, disability, or status as a disabled or Vietnam era veteran.
Compensation Salary range : $60,000 – $75,000 (based on applicable experience).
Deadline to Apply 12/31/25
Benefits The company offers a comprehensive benefits program: Medical, Dental, Vision, 401(k) with employer match, Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Short‑Term Disability, Long‑Term Disability, Hospital Indemnity, Accident Plan, and Critical Illness Plan.
Company Statement National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them. NVA offers a comprehensive benefits program including medical, dental, vision, a 401(k) with employer match, and paid time off for all eligible employees.
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