NVA Pet Resorts
General Manager - PetSuites Long Meadow
NVA Pet Resorts, Granite Heights, Wisconsin, United States
General Manager - PetSuites Long Meadow
Location: Houston, Texas
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 while maintaining an exceptional level of customer service through a strong team, including a Resort Manager, Shift Leads and Team Members. The GM leads and creates a resort culture based on NVA Leadership Competencies, high‑quality guest/pet care, and exceptional service for both internal and external customers.
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 lead management and conversion tactics aligned with resort and company objectives.
Creates a plan to drive and achieve resort quantitative objectives (sales revenue, labor, cost of goods sold and expense management).
Communicates concerns and needs to the Market Leader and/or Regional Leader.
Maintains operational excellence and responds to directives promptly, ensuring 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 supporting regional and company initiatives to achieve operational excellence and strong business results.
Drives financial success by analyzing data and KPIs to optimize performance, address challenges and identify growth opportunities.
Educates Resort Leads on financial reports to enable informed decisions and consistent achievement of sales goals.
Executes corporate marketing plans and creates/implements local market plans for lead generation.
Identifies and cultivates relationships with local businesses, community groups and referral sources.
Leverages digital marketing channels to capture and nurture leads effectively.
Tracks and analyzes lead generation efforts to optimize strategies and improve conversion rates.
Team Management:
Responsible for selection, development and performance of subordinate managers and all site team.
Manages onboarding for new Team Members and Shift Leads.
Empowers Resort Manager and Shift Leads to support their team.
Coordinates training programs for new hires in adherence to brand standards.
Coaches, counsels and directs Team Members and Resort Leads toward company standards.
Recruits and maintains a pipeline of qualified team members.
Creates a culture of engagement and positive retention through proactive communication.
Customer Service:
Strives for ultimate resort customer service experiences and maintains excellent metrics.
Ensures adequate shift coverage and adherence to scheduling regulations.
Oversees recruiting, hiring and training to ensure staff quality.
Trains management to resolve service issues and intervenes personally when necessary.
Motivates, coaches and mentors team members to engage customers with product suggestions and sales opportunities.
Educates and engages the community and resort customers on all company products and services.
Operations:
Adheres to and possesses knowledge of all company policies and procedures.
Follows all OSHA, cash handling and other operational protocols.
Maintains impeccable standards for 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.
Ensures all team members master resort tasks/positions to meet operating standards.
Executes daily audits and enforces all checklists and reports at shift end.
Owns action plan for hot‑spot management and drives resort‑level actions.
Qualifications As a General Manager with Pet Resorts, you must possess excellent written, verbal and hands‑on team‑member management skills. You should be an enthusiastic animal lover, a brand ambassador, and committed to personal development, learning about business operations, developing people and driving revenue. You must influence resort direction, initiate community outreach and achieve superb customer satisfaction metrics.
Additional Requirements
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 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, comprehensive and collision coverage, and a vehicle capable of transporting a pet during emergencies.
Restaurant, retail, veterinary, or hospitality management experience preferred.
Bilingual skills a plus.
Work Environment
Move throughout the resort for extended periods of time (up to 12 hours per day).
Move 50 lbs. over distances of up to 10 feet.
Move 25 lbs. over 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, load pets, serve customers and clean the resort.
Project a professional image to resort team, clients, and supervisors.
Physical Demands Stand, walk, sit, use hands and fingers to handle, feel objects, and reach with hands and arms. Climb stairs, balance, stoop, kneel, crouch or crawl; talk, hear, taste, and smell. Specific vision abilities required include close, distance, color, peripheral, depth perception and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Equal Employment Opportunity The company offers equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, disability or veteran status.
Compensation Salary range: $60,000 - $65,000, based on applicable experience.
Deadline To Apply 12/31/26
Benefits Medical, Dental, Vision, 401(k) with employer match, Health Savings Account (HSA), Flexible Spending Account (FSA), Short‑Term and Long‑Term Disability, Hospital Indemnity, Accident Plan, and Critical Illness Plan.
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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 while maintaining an exceptional level of customer service through a strong team, including a Resort Manager, Shift Leads and Team Members. The GM leads and creates a resort culture based on NVA Leadership Competencies, high‑quality guest/pet care, and exceptional service for both internal and external customers.
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 lead management and conversion tactics aligned with resort and company objectives.
Creates a plan to drive and achieve resort quantitative objectives (sales revenue, labor, cost of goods sold and expense management).
Communicates concerns and needs to the Market Leader and/or Regional Leader.
Maintains operational excellence and responds to directives promptly, ensuring 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 supporting regional and company initiatives to achieve operational excellence and strong business results.
Drives financial success by analyzing data and KPIs to optimize performance, address challenges and identify growth opportunities.
Educates Resort Leads on financial reports to enable informed decisions and consistent achievement of sales goals.
Executes corporate marketing plans and creates/implements local market plans for lead generation.
Identifies and cultivates relationships with local businesses, community groups and referral sources.
Leverages digital marketing channels to capture and nurture leads effectively.
Tracks and analyzes lead generation efforts to optimize strategies and improve conversion rates.
Team Management:
Responsible for selection, development and performance of subordinate managers and all site team.
Manages onboarding for new Team Members and Shift Leads.
Empowers Resort Manager and Shift Leads to support their team.
Coordinates training programs for new hires in adherence to brand standards.
Coaches, counsels and directs Team Members and Resort Leads toward company standards.
Recruits and maintains a pipeline of qualified team members.
Creates a culture of engagement and positive retention through proactive communication.
Customer Service:
Strives for ultimate resort customer service experiences and maintains excellent metrics.
Ensures adequate shift coverage and adherence to scheduling regulations.
Oversees recruiting, hiring and training to ensure staff quality.
Trains management to resolve service issues and intervenes personally when necessary.
Motivates, coaches and mentors team members to engage customers with product suggestions and sales opportunities.
Educates and engages the community and resort customers on all company products and services.
Operations:
Adheres to and possesses knowledge of all company policies and procedures.
Follows all OSHA, cash handling and other operational protocols.
Maintains impeccable standards for 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.
Ensures all team members master resort tasks/positions to meet operating standards.
Executes daily audits and enforces all checklists and reports at shift end.
Owns action plan for hot‑spot management and drives resort‑level actions.
Qualifications As a General Manager with Pet Resorts, you must possess excellent written, verbal and hands‑on team‑member management skills. You should be an enthusiastic animal lover, a brand ambassador, and committed to personal development, learning about business operations, developing people and driving revenue. You must influence resort direction, initiate community outreach and achieve superb customer satisfaction metrics.
Additional Requirements
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 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, comprehensive and collision coverage, and a vehicle capable of transporting a pet during emergencies.
Restaurant, retail, veterinary, or hospitality management experience preferred.
Bilingual skills a plus.
Work Environment
Move throughout the resort for extended periods of time (up to 12 hours per day).
Move 50 lbs. over distances of up to 10 feet.
Move 25 lbs. over 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, load pets, serve customers and clean the resort.
Project a professional image to resort team, clients, and supervisors.
Physical Demands Stand, walk, sit, use hands and fingers to handle, feel objects, and reach with hands and arms. Climb stairs, balance, stoop, kneel, crouch or crawl; talk, hear, taste, and smell. Specific vision abilities required include close, distance, color, peripheral, depth perception and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Equal Employment Opportunity The company offers equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, disability or veteran status.
Compensation Salary range: $60,000 - $65,000, based on applicable experience.
Deadline To Apply 12/31/26
Benefits Medical, Dental, Vision, 401(k) with employer match, Health Savings Account (HSA), Flexible Spending Account (FSA), Short‑Term and Long‑Term Disability, Hospital Indemnity, Accident Plan, and Critical Illness Plan.
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