Assistant General Manager

3 weeks ago

Geneva, United States DePAW Pet Resort Full time

**Dept**:Management of the Office, Customer Service, Spa Pet Techs, Stylists, Reservation Specialists, Customer Experience, Onsite, Social Media and Local Marketing Events.

**Job Status**:Full Time

**FLSA Status**:
**Reports To**:Location/General Manager

**Work Schedule**:Varied

**Amount of Travel Required**:Possible continued education

**Positions Supervised**:Reservation Specialists, Office and Spa Pet Techs and Supervisors, Stylists, Onsite and Local Marketing

**POSITION OVERVIEW**

The Assistant Manager, Front of House is responsible for overseeing and coordinating all facility operations. Specifically and directly responsible for Office Duties, Customer Service, and Spa Pet Techs, Stylists, Reservation Specialists, Customer Experience, Onsite, Social Media and Local Marketing Events. The position supervises the manager of each department. Manager must be cross trained on ‘back of house Assistant Manager duties’ (see description). This position requires an experienced individual whose goals include:

- A superior experience for all pets and clients who utilize our facility.
- A stable, well-trained, competent and motivated workforce.
- A well-maintained and high quality facility.
- Appropriate use of resources to effectively manage the facility, balancing superior quality with cost effective and efficient staffing and use of other resources

**PRINCIPAL RESPONSIBILITIES**
- Direct all operations of the Reservation Specialists, Office and Spa Pet Techs and Supervisors, Stylists, Onsite and Local Marketing. Ensure the highest quality of performance and care for each pet visitor. Ensure the highest level of customer relations skills and client satisfaction.
- Ensure that each pet is given the best care possible.
- Check daily with department managers and be aware of all pet issues.
- Observe pets each day.
- Record all instances of pet illness or injury and review significant concerns with the General Manager.
- Ensure that good decisions are made regarding communications with pet owners.
- Manage the Pet Warranty program effectively.
- Ensure that all employees are demonstrating positive customer relations skills.
- Mentor and develop department managers, supervisors and pet techs.
- In conjunction with the General Manager and other Assistant General Manager conduct monthly staff meetings and maintain copies of the agenda.
- Audit managers’ activities and provide feedback.
- Ensure that staff are creating accurate and thorough file notes on employees.
- Ensure that policies and progressive discipline are enforced consistently and fairly.
- Ensure that potential issues are addressed effectively as soon as they arise.
- Coach Staff on handling customer relations problems effectively.
- Follow up with clients regarding satisfaction with service, and effectively resolve any escalated issues
- Assist the GM and manage the company’s human resources, including interviewing, hiring, supervision, performance reviews, disciplinary actions, staff promotions, achievement board accomplishments, etc.
- Monitor and manage staffing costs, ensure effective work schedules and use of employee time.
- Spend time daily walking the facility and monitoring general employees’ work activities.
- Ensure that each full-time employee’s performance is evaluated quarterly on an informal basis and annually on a formal basis.
- Ensure adherence to all policies and procedures.
- Make good decisions on when to seek counsel from General Manager
- Supervise and direct employee training and certification.
- Ensure staff receive ongoing training in client relations, safety, pet safety and first aid.
- Work in and Assist the daily customer service operations.
- Recommend, Consult with the General Manager on changes/updates to Employee Handbook and Customer Policies.
- Recommend, Develop, Consult and Implement changes/updates to the Operations Manual.
- Analyze and improve pet care policies and procedures or develop new systems and standards.
- Analyze and improve customer service policies and procedures.
- Complete Updates to Official Document and Obtain Signatures on the following: Employee Welcome Handbook, Operations Manuals, Confidentiality Agreement by **every December 15th to be sent out for e-sign through Zenefits on January 1st to be resigned by every employee by the January 7th of each year.**
- Develop, implement and document an effective Employee Safety Program.
- Ensure OSHA compliance.
- Manage the company business.
- Grow company revenues and profitability.
- Create new programs, plans, events and strategies to grow the business.
- Seek opportunities to promote **DePAW Pet Resort **via special events, media exposure and community service.
- Monitor implementation of programs, plans and strategies to ensure proper delivery and evaluate success.
- Develop and manage vendor relationships.
- Be responsible for ongoing facility appearance and maintenance of the building.
- Ensure a clean, safe, sanitary and comfortab

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