Resort Manager

Manager Parkwood Pet Resort – Pikesville Location Position Overview Parkwood Pet Resort is seeking a highly motivated, organized, and charismatic manager to lead the client experience at our Pikesville facility. This role is ideal for someone who thrives in a fast-paced environment, loves both people and pets, and is passionate about building systems that help a business grow. The role will oversee daily front desk operations, develop and implement standard operating procedures, train and mentor team members, and ensure every client interaction reflects the exceptional level of care and professionalism our guests deserve. We are looking for someone who is warm, confident, even-tempered under pressure, and capable of creating both structure and positive energy within the team. Key Responsibilities Leadership & Operations Develop, refine, and maintain front-of-house standard operating procedures (SOPs) Ensure smooth daily operation of reception, client communication, scheduling, and check-in/check-out processes Identify operational inefficiencies and implement solutions that improve workflow and guest satisfaction Assist ownership/leadership with policy creation and operational growth initiatives Maintain a calm, professional environment during busy periods or challenging situations Staff Training & Development Train and onboard new front desk and guest services staff Coach team members on customer service standards, communication, and professionalism Create training materials and systems to improve consistency and accountability Lead by example through professionalism, positivity, and reliability Customer Experience Deliver an exceptional, personalized experience for every client and pet Handle client concerns with empathy, professionalism, and problem‑solving skills Build strong relationships with recurring clients and foster client loyalty Ensure the front desk atmosphere is welcoming, polished, and efficient Sales & Business Growth Educate clients on services, packages, memberships, and add‑ons Support upselling initiatives in a way that feels genuine and service-oriented Help identify opportunities to increase client retention and revenue growth Track trends, client feedback, and operational opportunities to improve the business Qualifications Required Strong customer service and interpersonal skills Excellent organizational and communication abilitiesAbility to multitask and remain composed in a fast-paced environment Reliable, punctual, and solutions-oriented Comfortable leading and training staff Positive attitude with a professional appearance and demeanor Preferred Veterinary, veterinary assistant, kennel management, or pet care background Previous leadership or management experience Experience in hospitality, luxury service, reception, or client relations Some sales or upselling experience Experience creating policies, systems, or operational procedures Ideal Candidate Traits We are looking for someone who is: Naturally outgoing and charismatic Calm and emotionally steady under stress Highly dependable and accountable Passionate about pets and client care Confident leading others while remaining approachable Motivated to help grow and improve a business long-term Compensation & Benefits Competitive pay based on experience Opportunities for advancement and professional growth Employee pet care perks/discounts Supportive and team-oriented work environment To Apply Please submit your resume along with a brief description of why you would be a great fit for this role and what excites you about working in the pet care industry. We are looking for someone who wants to become an important part of our long-term leadership team and help elevate the experience we provide to both pets and their people. #J-18808-Ljbffr