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General Manager

2 months ago

Baton Rouge, Louisiana, United States National Veterinary Associates PetSuites Full time

Job Summary:

The General Manager is responsible for the overall operations, customer experience, sales performance, and execution of brand excellence in a resort. This role is a key position in the company, and the General Manager must be able to lead and motivate the team to achieve sales and profit goals.

Key Responsibilities:

  • Understand and communicate the company's mission, values, and objectives.
  • Provide direction, leadership, and communication necessary to achieve sales results and operating plan goals for the site.
  • Ensure the Resort Manager and Shift Managers provide the same to the resort team members.
  • Create a plan to drive and achieve resort quantitative objectives including sales, labor, cost of goods sold, and expense management.
  • Communicate 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.
  • Recognize and reward outstanding performance of resort team members.
  • Demonstrate exceptional leadership behaviors.
  • Other duties as assigned.

Customer Service:

  • Strive for the ultimate in resort customer service experiences and impressions.
  • Maintain excellent customer service metrics.
  • Ensure sites have adequate shift coverage at all times, while adhering to scheduling and labor guidelines.
  • Oversee 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.
  • Motivate and mentor team members on providing customers with product suggestions and information.
  • Educate and engage the community and resort customers on all of the company's products and services.

Operations:

  • Adhere to and have knowledge of all company policies and procedures.
  • Create a plan to drive revenue, labor management, and controllable expenses.
  • Maintain impeccable standards concerning resort maintenance, cleanliness, and inventory.
  • Regulate 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 makes 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 ensures that resort team members are in compliance.
  • Ensure that all team members have mastered the resort tasks/positions, meeting the company operating standards.
  • Own action plan for hot spot management and drives resort-level actions.

Team Management:

  • Responsible for the selection, development, and performance of subordinate managers and all other site team members.
  • Train and on-boards new Team Members and Shift Managers on both front- and back-of-house procedures.
  • Manage team performance through consistent feedback up to and including corrective action.
  • Recruits and maintains a pipeline of qualified team members to meet the resort operation's needs.
  • Create a culture of engagement by addressing team member concerns in a timely manner.

Business/Financial Management:

  • Create 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.
  • Execute any corporate marketing plans and creates and implements local market plans for marketing.
  • Provides the direction and communication necessary to achieve sales results and site operating plan goals.
  • Possesses expert knowledge of the resort market area and the community.
  • Engages and educates the community and the market area on the company customer value proposition.
  • Analyzes financial data to build on strengths, support weak areas, and note any unusual occurrences.
  • Trains Shift Managers in recognizing and influencing their business by understanding financial reports and acting on the knowledge.
  • Ensures that all productivity numbers, sales, and budgets are consistently met.

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/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.

Requirements:

  • High school degree or equivalent required; Bachelor's degree or equivalent education and experience.
  • Minimum 3 - 5 years 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.
  • Access to reliable transportation.
  • Restaurant management, retail management, veterinary management/experience, and/or hospitality experience preferred.
  • Bilingual skills a plus.