General Manager

PetSuites Chesapeake located in Chesapeake, VA is looking for an excellent General Manager to join the team!

Do you have the skills to fill this role Read the complete details below, and make your application today.

Overview :

A General Manager (GM) is responsible for the overall operations, customer experience, sales performance and execution of brand excellence in a resort.

The General Manager is responsible for maximizing the sales and profits of the site. The General Manager must maintain an exceptional level of customer service by developing strong Resort Managers, Shift Leads and Team Members.

While leading and creating a resort culture based on Servant Leadership, high quality guest / pet care, and exceptional customer service for our internal and external customers.

General Responsibilities

• Understands and communicates the companies' mission, values, and objectives.
• Provides the direction, leadership and communication necessary to achieve sales results and operating plan goals for the site.
• Creates a plan to drive and achieve resort quantitative objectives including : sales, labor, cost of goods sold and expense management.
• Communicates all shift issues, concerns and needs to the Market Leader and / or the Regional Leader dependent on market.
• Responsible for maintaining operational excellence within their resort.
• Responds to directives in an accurate and timely manner and ensures the same compliance of the resort team.
• Recognizes and rewards outstanding performance of resort team members.
• Demonstrates exceptional leadership behaviors.
• Other duties as assigned.

Customer Service

• Strives for the ultimate in resort customer service experiences and impressions.
• 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.
• Train resort management teams to successfully handle service issues and intervenes when necessary.
• Motivates and mentors team members on providing customers with product suggestions and information.
• Educate and engage the community and resort customers on all of companies’ products and services.

Operations

• Adheres to and has knowledge of all company policies and procedures.
• Creates a plan to drive revenue, labor management, and controllable expenses.
• Maintains impeccable standards concerning resort maintenance, cleanliness and inventory.
• Regulates the ordering of inventory in a timely and cost effective manner.
• Coach, counsel and direct Team Members.
• Lead and manage shifts while acting as manager in charge of resort.
• Communicate clearly, concisely and accurately in order to ensure effective shift operations and the overall operations of the resort.
• Follow all OSHA, cash handling and operations procedures and policies and ensure that resort team members are in compliance.
• Ensure that all team members have mastered the resort tasks / positions, meeting the company operating standards.
• Owns action plan for hot spot management and drives resort level actions.
• Other duties and projects as assigned.

Team Management

• Responsible for the selection, development and performance of subordinate managers and all other site team.
• Train and on-board new Team Members and Shift Managers on both front- and back-of-house procedures.
• Manages team performance through consistent feedback up to and including corrective action.
• 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.
• Creates a resort plan that supports the execution of regional and company initiatives to achieve both operational excellence and business results.
• Utilize financial tools and analyzes financial reports to identify and address trends and issues in sales and performance.
• Provides the direction and communication necessary to achieve sales results and site operating plan goals.
• Possess expert knowledge of the resort market area and the community.
• Analyzes financial data to build on strengths, support weak areas and note any unusual occurrences.
• 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 / cats, serve customers, and clean the resort.

Qualifications

As a General Manager with Pet Resorts, you must possess excellent written, verbal and hands-on employee 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.

Compensation :

The pay range for this role is $55,000 to $65,000 and will be based on applicable experience.

Deadline To Apply : 8 / 2 / 2024

National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.

NVA, a community of approximately 1,400 premier locations consisting primarily of general practice veterinary hospitals in addition to equine hospitals and pet resorts, and Ethos Veterinary Health, which consists of 145 world-class specialty and emergency hospitals, are rooted in a culture of compassion and innovation.

NVA and Ethos Veterinary Health’s innovative, collaborative approach underpins a shared commitment to delivering exceptional veterinary care.

For more information, visit www.nva.com.

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