General Manager

General Manager, Pet Resorts (NVA)

If you're a strong people leader who loves pets and thrives in fast-paced operations, this is a great opportunity to run a high-impact business, build an engaged team, and deliver exceptional experiences for pets and their people.

About the Role

The General Manager is accountable for the day-to-day operations and overall performance of the resort. You'll lead through the NVA leadership competencies and brand standards, ensuring a consistent, high-quality experience across pet care, customer service, team development, and business results. This role blends hands-on operational leadership with business ownership. You'll drive revenue, manage costs, and build a culture where teams perform, grow, and stay.

What You'll Do

Leadership and Culture

• Lead by example and communicate NVA's mission, values, and objectives
• Build a positive, high-accountability culture grounded in leadership competencies and brand excellence
• Recognize strong performance, coach gaps, and address concerns in a timely and professional way
• Develop your leadership bench by coaching and growing the Assistant General Manager, Shift Leads, and Team Members

Business and Financial Performance

• Own resort performance against budget and key metrics including revenue, labor, cost of goods sold, expenses, and EBITDA
• Create and execute a data-driven resort plan aligned to regional and company initiatives
• Review financial reports and KPIs to identify trends, solve problems, and capture growth opportunities
• Teach leaders how to understand performance metrics and take the right actions to hit goals

Sales, Marketing, and Community Growth

• Build and execute a comprehensive sales strategy focused on lead generation, conversion, and retention
• Execute corporate marketing programs and create local market plans to drive demand
• Develop relationships with local businesses, community groups, and referral sources
• Use digital channels such as social media, website, and email to capture and nurture leads
• Track and improve lead performance by optimizing processes and training teams on effective lead capture

Team and Talent Management

• Hire, onboard, train, and retain a high-performing team across front- and back-of-house operations
• Ensure completion of required training and certification programs for all team members
• Provide consistent feedback and performance management aligned to company policy
• Maintain a strong hiring pipeline to support staffing needs and business growth
• Build engagement through communication, development opportunities, and proactive retention practices

Operations and Guest Experience

• Ensure operational excellence across safety, pet care, facility standards, cleanliness, inventory, and compliance
• Maintain compliance with OSHA, cash handling, and all operational policies and procedures
• Ensure appropriate coverage while following scheduling and labor guidelines
• Lead 1 to 2 shifts per week as Manager on Duty to set expectations, inspect results, and respond to business needs
• Ensure teams master all resort roles and standards through training, audits, and consistent follow-through
• Execute daily audits, enforce checklists, and ensure end-of-shift reporting across departments
• Own action plans for operational hot spots and drive improvements at the resort level
• Escalate concerns and needs to the Market Leader or Regional Leader as appropriate

Qualifications

Required

• High school diploma or equivalent
• 3 to 5 years of management experience, including Profit and Loss responsibility
• Strong operational leadership and the ability to coach, develop, and hold teams accountable
• Strong Profit and Loss management skills
• Proficiency with Microsoft Office and point-of-sale systems
• Availability to work up to 45 to 50 hours per week, including evenings and weekends
• Valid driver's license, current insurance (including comprehensive and collision), and a vehicle you are willing to transport a pet in during an emergency
• Ability to drive change, improve processes, and influence outcomes in a fast-paced environment

Preferred

• Experience in hospitality, retail, restaurant management, veterinary, or similar service environments
• Bilingual skills

Work Environment

• Stand and move throughout the resort for extended periods (up to 10 to 12 hours per day)
• Lift up to 50 pounds for short distances and carry up to 25 pounds for longer distances
• Work effectively in a loud environment and respond to client and team needs in real time
• Bend, stoop, and reach as needed to support pet handling, customer service, and facility cleanliness
• Maintain a professional image through dress, demeanor, and communication

Why You'll Love Working Here

• Medical, Dental, Vision
• 401(k) with employer match
• HSA and FSA options
• Short-term and long-term disability
• Accident, hospital indemnity, and critical illness plans
• Career growth within a rapidly expanding organization
• A workplace where pets are part of the family

Compensation: The salary range for this position is $73,000 - $75,000 and is based on applicable experience.