General Store Manager Dog Daycare

Job Description

Job Description

Dogtopia, the industry leader in dog daycare and wellness services, is looking for an energetic, organized, business-minded individual to lead our team as store General Manager.

This is a role for someone with a Leadership, Sales, Marketing, and Operations background who understands hard work, how to deliver and train others to provide top customer service, and how to ensure a great environment for the dogs in our care — all while delivering on business results.

As General Manager, you'll need excellent written and verbal communication skills alongside hands-on employee management ability. Our ideal candidate is an enthusiastic dog lover and a brand ambassador with a genuine, vested interest in the business. You should be committed to personal development and eager to learn about business operations, developing people, and driving revenue — with the ability to influence the growth of the business by driving superb customer satisfaction.

The General Manager (GM) is the leader and an integral member of the Dogtopia management team, reporting directly to the Franchise Owner. Together, you'll provide a smooth, profitable operation by driving revenue and managing costs while delivering world-class service — maintaining an exceptional level of customer service through a strong front-of-house team, a culture of Servant Leadership, high-quality dog daycare, and a professional, efficient back-of-house operation.

Love dogs? Upon successful completion of training, you can even bring your own dog to work with you!

Qualifications

• Must love dogs

• Demonstrates exceptional leadership in managing a team of 10–20 full- and part-time team members

• Preferred proven experience leading and developing teams, ideally in dog daycare, veterinary clinic or other animal related industry.

• Highly motivated and target-driven

• Excellent communication and negotiation skills

• Strong prioritizing, time management, and organizational skills

• Relationship management skills and openness to feedback

• Skills related to management of budget and expenses

• Ability to work flexible hours, including weekdays, weekends, and hours needed to support the business

• Ability to work cohesively with others in a fun, fast-paced environment

• Able to work within a structure, but think and act fast and flexibly when needed

• Ability to spend up to 100% of work time standing

• Ability to lift upto 50 lbs

• Ability to react quickly to situations that may pose a hazard to the health and safety of dogs entrusted to Dogtopia's care

Job Duties

Team Management

• Recruits, hires, onboards, and trains all team members, ensuring each receives the appropriate training

• Creates the staffing schedule and monitors daily schedules to ensure adequate shift coverage while adhering to labor guidelines

• Maintains optimum staffing and ongoing development for all team members

• Leads by example, coaching the team to contribute to a positive, team-oriented culture

• Delivers written performance reviews and gives employees positive acknowledgement when due

• Keeps team members engaged in their duties and remains cross-trained in the team's roles

• Coaches the team on Dogtopia-isms — the rules by which we, as Dogtopians, live

• Trains front-of-house and back-of-house teams to successfully handle service issues, and intervenes when necessary

Operation and Business Management

• Holds self and team accountable to Dogtopia's safety and cleaning standards

• Ensures dogs entrusted to Dogtopia's care are secure from hazards to their health and safety

• Dismisses dogs proactively for ongoing behavior issues and monitors action plans to retain dogs with minor issues

• Develops the team in up-selling and using dog evaluations to grow revenue

• Maintains controllable expenses within budgetary constraints — forecasting, tracking, and ordering supplies; minimizing payroll; and actively looking for ways to maximize efficiency

• Helps develop and execute annual store goals and KPIs

• Controls and accounts for cash transactions and delivery to the bank for deposit

• Communicates concerns or needs to the franchise owner proactively, partnering after attempting to resolve issues

Customer Service & Presentation

• Sets the example for the team on the 3 S's — Smile, Story, and Satisfaction — and holds the team accountable to internal and external customer service standards

• Is knowledgeable on pricing and services, and answers all questions, concerns, and complaints with urgency and care

• Maintains a neat, organized front desk team and area at all times, including holding the team to a professional, clean dress standard

• Motivates and mentors team members to deliver the best dog-parent experience at every stage of their journey

• Maintains excellent customer service metrics, such as Google reviews and dog retention

• Strives for high customer review ratings

• Enjoys the team, grows the team, and plays to their fullest potential!

Working Conditions

• The environment can be noisy at times

• Lifting of items up to 50 lbs may be required

• Bending over and crouching down will be a daily requirement

• Regular contact with dogs of various sizes