Assistant General Manager

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 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 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. #J-18808-Ljbffr National Veterinary Associates