General Manager - Pet Resort Operations

General Manager - Pet Resort Operations

PetSuites is seeking a General Manager of Pet Resort Operations to lead the pack!

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 is responsible for maximizing the sales and profits of the site. The GM must maintain an exceptional level of customer service by developing a strong team including a Resort Manager, Shift Leads and Team Members. The GM and the Team will lead and create a resort culture based on NVA Leadership Competencies, high quality guest / pet care, and exceptional customer service for both our 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 1300+ companion animal veterinary hospitals and pet resort locations.

NVA has grown rapidly over its history and continues to aggressively execute its growth plans via a combination of acquisition, new resort and same-store initiatives. NVA's pet resorts business line competes in an $8+ billion industry that is predicted to grow over 6% through 2028. As of 2019 over 67% of US households have a pet; industry growth has benefitted from the trends towards humanization of pets and demand for premium / luxury offerings in the animal care and goods space.

Responsibilities

General

Understands and communicates the companies' mission, values, and objectives.

Provides the 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.

Business / Financial Management

Creates a data-driven resort plan that supports the execution of regional and company initiatives to achieve both operational excellence and strong business results. Follows up consistently to ensure accountability to plans and KPI targets. Plans focus on meeting budget and PY growth expectations for revenue, labor, expense control and EBITDA.

Drives financial success by analyzing financial data and KPIs to optimize performance, address challenges, and identify growth opportunities. Utilizes financial tools and meticulously analyzes financial reports and key performance indicators (KPIs) including sales leads, conversion rates, average transaction value, and customer satisfaction scores to identify trends, issues, and opportunities for strategic action and sales growth.

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. 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.

Team Management

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. Uses Talent Unleased certification programs for all team members.

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. Manages 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.

Customer Service

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 companies' products and services, actively promoting sales and brand awareness.

Operations

Adheres to and has knowledge of all company policies and procedures.

Follow all OSHA, cash handling and operations procedures and policies and ensure that resort team members are in compliance.

Maintains impeccable standards concerning resort maintenance, cleanliness and inventory.

Lead 1-2 shifts per week as "Manager on Duty" to demonstrate your expectations and inspect their results. Determine business demands and make necessary staffing decisions.

Communicate clearly, concisely and accurately to ensure effective shift operations and the overall operations of the resort.

Ensure that all team members have mastered the resort tasks / positions, meeting the company operating standards.

Execute daily audits and enforce 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

As a General Manager with Pet Resorts, you must possess excellent written, verbal and hands-on team member management skills. Our ideal General Manager is an enthusiastic animal lover, brand ambassador with a vested interest in the community. The general manager should possess a commitment to personal development and an interest in learning about business operations, developing people, and driving revenue. You must be able to influence the direction of your resort, initiate community outreach through marketing and special events and drive superb customer satisfaction metrics.

Additional requirements for the General Manager include :

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 you are willing to transport a pet in 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 in order to run and load dogs /