General Manager

2 weeks ago

Winter Springs, United States NVA Full time

PetSuites in Winter Springs, FL is looking for an excellent General Manager to join our facility

ABOUT THE RESORT
- Overnight and long term boarding for dogs and cats
- Doggy daycare 7 days a week
- Full service pet spa including grooming and bathing for dogs and cats
- Customized playtimes for all types of personalities and interests including group play, swimming and one-on-one time with pet care staff
- Hours of operation: 6:30am -8pm Monday - Sunday
- Brand New Winter Springs, FL location situated on 2 acres of land
- PetSuites has been in business for over 15 years
- PetSuites uses top of the line cleaning techniques and products. Smelling is believing.

For more information please visit
- suitesofameric

**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.

**Company Overview**

Based in Greater Los Angeles, National Veterinary Associates (“NVA”) is the largest private owner of freestanding veterinary hospitals and pet resorts in North America, with 700+ 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 has grown over 5% year over year since 2015. 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 necessary to achieve sales results and operating plan goals for the site. Ensures the Resort Manager and Shift Managers provide the same to the resort team members.
- 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. 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.
- 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 the team in the execution of company standards through the NVA Pet Resort values to create an excellent customer experience. Provide performance feedback to Team Members.
- Lead and manage shifts while acting as manager in charge of resort. Determine business demands and make necessary staffing decisions.
- 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 Man

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