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 RoleThe 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 DoLeadership and CultureLead by example and communicate NVA's mission, values, and objectivesBuild a positive, high-accountability culture grounded in leadership competencies and brand excellenceRecognize strong performance, coach gaps, and address concerns in a timely and professional wayDevelop your leadership bench by coaching and growing the Assistant General Manager, Shift Leads, and Team MembersBusiness and Financial PerformanceOwn resort performance against budget and key metrics including revenue, labor, cost of goods sold, expenses, and EBITDACreate and execute a data-driven resort plan aligned to regional and company initiativesReview financial reports and KPIs to identify trends, solve problems, and capture growth opportunitiesTeach leaders how to understand performance metrics and take the right actions to hit goalsSales, Marketing, and Community GrowthBuild and execute a comprehensive sales strategy focused on lead generation, conversion, and retentionExecute corporate marketing programs and create local market plans to drive demandDevelop relationships with local businesses, community groups, and referral sourcesUse digital channels such as social media, website, and email to capture and nurture leadsTrack and improve lead performance by optimizing processes and training teams on effective lead captureTeam and Talent ManagementHire, onboard, train, and retain a high-performing team across front- and back-of-house operationsEnsure completion of required training and certification programs for all team membersProvide consistent feedback and performance management aligned to company policyMaintain a strong hiring pipeline to support staffing needs and business growthBuild engagement through communication, development opportunities, and proactive retention practicesOperations and Guest ExperienceEnsure operational excellence across safety, pet care, facility standards, cleanliness, inventory, and complianceMaintain compliance with OSHA, cash handling, and all operational policies and proceduresEnsure appropriate coverage while following scheduling and labor guidelinesLead 1 to 2 shifts per week as Manager on Duty to set expectations, inspect results, and respond to business needsEnsure teams master all resort roles and standards through training, audits, and consistent follow-throughExecute daily audits, enforce checklists, and ensure end-of-shift reporting across departmentsOwn action plans for operational hot spots and drive improvements at the resort levelEscalate concerns and needs to the Market Leader or Regional Leader as appropriateQualificationsRequiredHigh school diploma or equivalent3 to 5 years of management experience, including Profit and Loss responsibilityStrong operational leadership and the ability to coach, develop, and hold teams accountableStrong Profit and Loss management skillsProficiency with Microsoft Office and point-of-sale systemsAvailability to work up to 45 to 50 hours per week, including evenings and weekendsValid driver's license, current insurance (including comprehensive and collision), and a vehicle you are willing to transport a pet in during an emergencyAbility to drive change, improve processes, and influence outcomes in a fast-paced environmentPreferredExperience in hospitality, retail, restaurant management, veterinary, or similar service environmentsBilingual skillsWork EnvironmentStand 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 distancesWork effectively in a loud environment and respond to client and team needs in real timeBend, stoop, and reach as needed to support pet handling, customer service, and facility cleanlinessMaintain a professional image through dress, demeanor, and communicationWhy You'll Love Working HereMedical, Dental, Vision401(k) with employer matchHSA and FSA optionsShort-term and long-term disabilityAccident, hospital indemnity, and critical illness plansCareer growth within a rapidly expanding organizationA workplace where pets are part of the familyThe salary range for this position is $73,000 - $75,000 and is based on applicable experience.