Resort Manager

WE ARE PET PEOPLE
At Pet Paradise, team members ensure that our furry friends get extra loving care and focused attention while playing and staying with us in a safe and entertaining environment. Dog boarding is just the start of what we do The relationship you build with pets and their parents makes going to work fun and rewarding, and the perks and benefits we offer are top notch. If you have a pet of your own, they can enjoy
complimentary Pet Day Camp and Boarding
, as well as discounts on grooming and veterinary care at all of our locations and clinics.

We are currently looking for a Resort Manager to manage our Richmond, Virginia resort, located east of downtown near Richmond International Airport

The Resort Manager leads the daily operations of the resort, including staff oversight, customer experience, sales performance, and focusing on our pet guests' care and safety.

ESSENTIAL FUNCTIONS OF OUR RESORT MANAGER INCLUDE:

• Leading the resort team through daily operations by maintaining standards of conduct, cleanliness, and safety
• Managing resort staffing by creating schedules, communicating staffing needs, adjusting schedules based on customer volume, adhering to labor budgets, and submitting timely payroll
• Evaluating staffing levels, opening necessary requisitions, interviewing and providing candidate feedback, and overseeing resort hiring and terminations
• Training and coaching resort team members based on company standards, policies, and procedures, delivering feedback in a constructive manner and promoting a collaborative environment
• Recognizing talented team members and developing them for growth within the company through our internal leadership development programs
• Keeping a high-level of communication through resort, regional, and corporate teams regarding resort operations and partnering with maintenance crew on any building or facility issues
• Ensuring resort's compliance with all operational, safety, and related reporting protocols
• Maintaining excellent customer service metrics such as NPS (Net Promoter Score) and reviews on Google and social media
• Utilizing financial tools and analyzing financial reports to identify and address trends and issues in sales and performance
• Managing labor and other resort costs, including but not limited to maintaining an appropriate supply inventory, while adhering to pre-established budgets
• Calling customers before and after reservations and handling resort-level customer escalations
• Organizing and maintaining policies and procedures for both back-of-house and front-of-house operations
• Assisting new and current team members in completing their required courses and training guides, while also providing ongoing coaching and development
• Preparing and delivering annual performance reviews to team members on a timely basis
• Staying on top of email, phone, and other forms of operations, veterinary, and corporate communication, disseminating information to resort team as needed
• Maintaining 5-day workweeks (which currently run Monday-Sunday) onsite at the resort, with no more than 3 consecutive "off" days from week to week
• Working onsite at the resort at least 3-4 weekend days per month and on holidays

QUALIFICATIONS TO BE A RESORT MANAGER:

• 3-5 years of experience in a management role overseeing at least 20 to 30 employees
• Strong leadership, communication, and collaboration skills including the ability to guide, direct, and motivate employees
• Must have experience with interviewing, hiring, evaluating candidates, and assessing employee performance
• Excellent organizational, time management, prioritization, and multitasking skills
• Comfortable being around dogs of all sizes and physically able to lift up to 60 lbs
• Flexibility to resort schedule needs including days, night, weekends, holidays, and peak times
• Valid driver's license and working motor vehicle

EDUCATION AND EXPERIENCE

• Associate's degree or equivalent from two-year college or technical school; or minimum two years related experience with strong training skills
• Previous experience in animal care or other related field preferred
• Prior management experience in retail, restaurant, hospitality operations or similar
• Basic skills with common computer software, including Microsoft Office Suite

Perks & Benefits:

• Complimentary Pet Day Camp –
  Bring your dog with you to work
• 30 Days of Complimentary Pet Boarding (non-holidays)
• On-demand pay with DailyPay
• Discounted Veterinary Care and Grooming Services (per location)
• Dog/Cat Adoption Assistance
• Fitness Reimbursement
• Paid Time Off
• 401(k) with company match
• Health, Dental and Vision Insurance

We also offer several career development paths for resort team members, including our management training program, "Unleashed Leadership Academy," our Grooming Academy that provides scholarships and training for associates to become Groomers, and our newest offering, our Dog Training Academy, which trains and certifies employees to become dog trainers. All managers and associates benefit from ongoing development and have the opportunity to continually enhance and diversify your skills. Working with pets is not always easy, but we love what we do and care about giving our employees the tools to grow and succeed