Assistant General Manager

Job Description

Assistant General Manager, Pet Resorts (NVA)


Do you love pets, people, and leading teams? Are you energized by building a great culture, driving results, and growing your career in operations leadership?


NVA Pet Resorts is looking for a hands-on full-time Assistant General Manager to help lead our Pooch Hotel Newton resort in Newton, Massachusetts . In this role, you'll partner closely with the General Manager to run day-to-day operations, develop the team, and deliver outstanding care and service to pets and their people.

Who We Are


NVA Pet Resorts is part of National Veterinary Associates (NVA) , one of the largest private owners of veterinary hospitals and pet resorts in North America. We're dedicated to creating safe, fun, and loving environments for pets while providing exceptional experiences for our clients and team members.

About the Role


As an Assistant General Manager , you are a key leader on the Resort Leadership Team. You and the General Manager operate as true partners with a shared, documented plan for how the resort succeeds, aligned to business goals and service standards.


You'll help drive:

• A smooth, consistent operation that delivers excellent pet care and customer service
• Strong financial performance through revenue growth and cost management
• Team development, engagement, and retention through coaching and accountability

What You'll Do

Leadership and Culture

• Model NVA values and leadership competencies through your daily leadership behaviors
• Coach and develop Shift Leads and Team Members to build capability and confidence
• Recognize strong performance and address concerns promptly, fairly, and consistently
• Partner with the General Manager to create an engaging workplace culture

Operations and Guest Experience

• Maintain operational excellence across pet care, facility standards, cleanliness, and safety
• Lead 1 to 2 shifts per week as Manager on Duty to set expectations and inspect results
• Ensure effective staffing and shift execution while following scheduling and labor guidelines
• Resolve customer concerns with empathy, professionalism, and a solutions mindset
• Ensure teams are trained and proficient across all resort tasks and operating standards
• Execute daily audits, checklists, and end-of-shift reporting across departments

Sales, Marketing, and Business Performance

• Support execution of corporate marketing programs and local lead-generation efforts
• Help drive proactive lead management and conversion tactics to grow memberships and services
• Build relationships with local businesses, community groups, and referral sources
• Support digital outreach efforts across social media, website, and email to capture and nurture leads
• Track lead activity and results to improve conversion and overall performance

Financial and Performance Management

• Help implement and execute the resort's data-driven plan tied to KPIs and budget targets
• Review key performance indicators (sales, leads, conversion, labor, expenses, customer satisfaction) and take action on trends and gaps
• Support budgeting, scheduling, and expense management to meet performance expectations
• Help develop Shift Leads' understanding of performance metrics so they can make informed decisions

Team and Talent Management

• Partner with the General Manager on recruiting, hiring, onboarding, and training
• Ensure completion of required training and certification programs for all team members
• Support performance management through clear expectations, timely feedback, and corrective action when needed
• Maintain a pipeline of qualified talent and support strong retention through engagement practices
• Address team member concerns in a timely, respectful, and solutions-focused way

Qualifications

Required

• High school diploma or equivalent
• 2 to 4 years of customer service experience (leadership experience is a plus)
• Strong communication skills and comfort leading teams in a hands-on environment
• 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 support and influence workplace change and improvement

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 $48,000 - $55,000 and is based on applicable experience.


Deadline To Apply: May 31st, 2026

National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.

NVA, a community of approximately 1,400 premier locations consisting primarily of general practice veterinary hospitals in addition to equine hospitals and pet resorts, and Ethos Veterinary Health, which consists of 145 world-class specialty and emergency hospitals, are rooted in a culture of compassion and innovation.

NVA and Ethos Veterinary Health's innovative, collaborative approach underpins a shared commitment to delivering exceptional veterinary care. For more information, visit


At NVA and PetSuites of America, we want to make sure your experience connecting with us is seamless and straightforward. Here's what to expect when interacting with us:
• We'll always reach out via verified LinkedIn profiles or emails ending in @nva.com or petsuitesofamerica.com
• All job opportunities and applications are hosted on our official careers site: petsuitesofamerica.com/careers
• There is no cost or confidential information required to apply or be considered for a position

If you have any doubts about a communication, feel free to visit our careers page to verify authenticity or email us at View email address on click.appcast.io. Thank you for exploring opportunities at NVA and PetSuites of America!

NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.