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Executive Director

2 months ago

Norwell, Massachusetts, United States Dogtopia Full time

Dogtopia, the industry leader in dog daycare, boarding, and spa services, is seeking a highly motivated and organized individual to lead our team as General Manager. This role is ideal for someone with a management and operations background who understands the importance of delivering exceptional customer service and ensuring a safe and clean environment for our canine clients.

Customer Service and Presentation:

As the General Manager, you will be responsible for working with customers and team members to maintain the highest standards of customer satisfaction. This includes:

  • Maintaining a clean and organized front desk area and ensuring team members adhere to professional dress standards.
  • Setting an example for the team by embodying the 3 S's (smile, story, and satisfaction) and holding them accountable to internal and external customer service standards.
  • Keeping team members engaged in their duties and striving for high customer review ratings.
  • Enjoying, growing, and playing to your fullest potential with your team.

Financial Administration:

  • Managing groomers, including quality control of work, safety, schedules, and client records.
  • Utilizing training opportunities for the team, such as dog injuries, billing issues, or customer complaints.
  • Maintaining controllable expenses within budgetary constraints, including forecasting, tracking, and ordering supplies, minimizing payroll, and actively seeking ways to maximize efficiency.
  • Developing team members in up-selling and using dog evaluations to grow revenue.
  • Communicating concerns or needs to the District Manager proactively and partnering after attempting to resolve issues.
  • Working with the team to ensure our Quality of Care sets the standards for dog care.

Team Management:

  • Creating staffing schedules and helping monitor daily schedules.
  • Maintaining optimum staffing and development with all employees.
  • Leading by example by coaching team members on contributing to a positive team-oriented culture.
  • Delivering written performance reviews and providing positive acknowledgment when due.
  • Helping coach staff on our company values and principles.
  • Onboarding new employees and ensuring they receive the necessary training.
  • Maintaining a clean and safe environment for our furry friends.
  • Inventory management of cleaning, dog, and first aid supplies.
  • Dismissal of dogs with ongoing behavior issues and monitoring action plans to retain those with minor issues.

Benefits:

  • Bring your dog to work day
  • Education in basic dog obedience and training.
  • Fun and dynamic team culture.
  • Career progression based on performance.
  • Additional certification programs available.
  • Competitive wages with flexibility in scheduling.
  • Paid time off, medical benefits, and company incentives.

Dogtopia is a pioneer in the dog daycare and pet services industry, and RBDH is a leading Dogtopia multi-unit franchisee portfolio with a presence on the East Coast.