NVA Pet Resorts
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General Manager
role at
NVA Pet Resorts
Pet Resorts is looking for a talented General Manager to join our team in Chagrin Falls, Ohio!
PetSuites is seeking a General Manager of Pet Resort Operations to lead the pack!
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.
Responsibilities
Understands and communicates the company’s mission, values, and objectives.
Provides 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 their 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.
Creates a data‑driven resort plan that supports the execution of regional and company initiatives to achieve both operational excellence and strong business results.
Drives financial success by analyzing financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.
Develops resort leads (Resort Manager, Shift Leads) understanding of financial reports, enabling them to make informed decisions and implement actions that consistently achieve sales goals, productivity metrics, and budget adherence.
Executes any corporate marketing plans and creates and implements local market plans for marketing and sales lead generation.
Possesses expert knowledge of the resort market area and the community, and actively engages and educates the community and the market area on the company's customer 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.
Responsible for the selection, development and performance of subordinate managers and all other site team.
Manage company on‑boarding processes for new team members and shift leads on both front‑ and back‑of‑house procedures.
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, counsel, direct and 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 team performance through adherence to and enforcement of the Personnel Policy, including consistent and timely feedback up to and including corrective actions.
Recruit and maintain a pipeline of qualified team members to meet the resort operation’s needs.
Creates a culture of engagement by addressing team member concerns in a timely manner; fosters positive culture and achieves standard retention rates through curated team engagement strategies.
Strives for the ultimate in resort customer service experiences and impressions; maintain excellent customer service metrics.
Ensures sites have adequate shift coverage at all times, while adhering to scheduling and labor guidelines.
Oversees the recruiting, hiring and training practices to ensure quality of resort staff.
Trains resort management teams to effectively resolve service issues and intervenes personally when necessary to ensure customer satisfaction.
Motivates, coaches, and mentors team members to proactively engage customers with product suggestions, service information, and sales opportunities, fostering a selling culture.
Educate and engage the community and resort customers on all of the company’s products and services, actively promoting sales and brand awareness.
Adheres to and has knowledge of all company policies and procedures.
Follows all OSHA, cash handling and operations procedures and policies and ensures that resort team members are in 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 the overall operations of the resort.
Ensures that all team members have mastered resort tasks/positions, meeting the company operating standards.
Executes daily audits and enforces all checklists and reporting at the end of each shift for all departments within the resort.
Owns action plan for hot spot management and drives resort level actions.
Qualifications
Excellent written, verbal and hands‑on team member management skills.
Enthusiastic animal lover and brand ambassador with a vested interest in the community.
Commitment to personal development and learning about business operations, developing people, and driving revenue.
Ability to influence the direction of resort, initiate community outreach and drive superb customer satisfaction metrics.
Additional Requirements for the General Manager
High school degree or equivalent required; Bachelor's degree 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/influence 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, current insurance that includes comprehensive, collision coverage, and a vehicle willing to transport a pet during an emergency.
Restaurant management, retail management, veterinary management/experience and/or hospitality experience preferred.
Bilingual skills 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.
Balance and move up to 25 lbs. for distances of up to 50 feet.
Understand and 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 to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. Specific vision abilities required by the job 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, non‑disqualifying disability or status as a disabled or Vietnam era veteran.
Compensation The salary range for this position is $60,000 – $75,000 and is based on applicable experience.
Deadline to Apply 12/31/25
Pet Resorts offers a comprehensive benefits program including Medical, Dental, Vision, a 401(k) with employer match. Additionally, we offer 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.
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General Manager
role at
NVA Pet Resorts
Pet Resorts is looking for a talented General Manager to join our team in Chagrin Falls, Ohio!
PetSuites is seeking a General Manager of Pet Resort Operations to lead the pack!
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.
Responsibilities
Understands and communicates the company’s mission, values, and objectives.
Provides 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 their 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.
Creates a data‑driven resort plan that supports the execution of regional and company initiatives to achieve both operational excellence and strong business results.
Drives financial success by analyzing financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.
Develops resort leads (Resort Manager, Shift Leads) understanding of financial reports, enabling them to make informed decisions and implement actions that consistently achieve sales goals, productivity metrics, and budget adherence.
Executes any corporate marketing plans and creates and implements local market plans for marketing and sales lead generation.
Possesses expert knowledge of the resort market area and the community, and actively engages and educates the community and the market area on the company's customer 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.
Responsible for the selection, development and performance of subordinate managers and all other site team.
Manage company on‑boarding processes for new team members and shift leads on both front‑ and back‑of‑house procedures.
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, counsel, direct and 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 team performance through adherence to and enforcement of the Personnel Policy, including consistent and timely feedback up to and including corrective actions.
Recruit and maintain a pipeline of qualified team members to meet the resort operation’s needs.
Creates a culture of engagement by addressing team member concerns in a timely manner; fosters positive culture and achieves standard retention rates through curated team engagement strategies.
Strives for the ultimate in resort customer service experiences and impressions; maintain excellent customer service metrics.
Ensures sites have adequate shift coverage at all times, while adhering to scheduling and labor guidelines.
Oversees the recruiting, hiring and training practices to ensure quality of resort staff.
Trains resort management teams to effectively resolve service issues and intervenes personally when necessary to ensure customer satisfaction.
Motivates, coaches, and mentors team members to proactively engage customers with product suggestions, service information, and sales opportunities, fostering a selling culture.
Educate and engage the community and resort customers on all of the company’s products and services, actively promoting sales and brand awareness.
Adheres to and has knowledge of all company policies and procedures.
Follows all OSHA, cash handling and operations procedures and policies and ensures that resort team members are in 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 the overall operations of the resort.
Ensures that all team members have mastered resort tasks/positions, meeting the company operating standards.
Executes daily audits and enforces all checklists and reporting at the end of each shift for all departments within the resort.
Owns action plan for hot spot management and drives resort level actions.
Qualifications
Excellent written, verbal and hands‑on team member management skills.
Enthusiastic animal lover and brand ambassador with a vested interest in the community.
Commitment to personal development and learning about business operations, developing people, and driving revenue.
Ability to influence the direction of resort, initiate community outreach and drive superb customer satisfaction metrics.
Additional Requirements for the General Manager
High school degree or equivalent required; Bachelor's degree 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/influence 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, current insurance that includes comprehensive, collision coverage, and a vehicle willing to transport a pet during an emergency.
Restaurant management, retail management, veterinary management/experience and/or hospitality experience preferred.
Bilingual skills 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.
Balance and move up to 25 lbs. for distances of up to 50 feet.
Understand and 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 to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. Specific vision abilities required by the job 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, non‑disqualifying disability or status as a disabled or Vietnam era veteran.
Compensation The salary range for this position is $60,000 – $75,000 and is based on applicable experience.
Deadline to Apply 12/31/25
Pet Resorts offers a comprehensive benefits program including Medical, Dental, Vision, a 401(k) with employer match. Additionally, we offer 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.
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