Pet Resort Assistant GM: Lead Teams & Guest Experience

Overview

Assistant General Manager, Pet Resorts, National Veterinary Associates (NVA)

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

Pet Resorts is looking for a passionate Assistant General Manager to help lead a high-performing team and support day-to-day operations. This is a hands-on leadership role where you’ll partner closely with the General Manager to run day-to-day operations, develop team members, and deliver outstanding care and service to pets and their people.

If you’re excited about coaching others, solving problems, and being part of a fast-growing organization in the pet care industry, we’d love to meet you.

As an Assistant General Manager, you are a key leader in the resort. You’ll support the General Manager in:

• Running smooth daily operations
• Developing and coaching Shift Leads and Team Members
• Driving sales, memberships, and service growth
• Managing labor, expenses, and operational standards
• Creating a positive, engaging workplace culture
• You and the GM operate as true partners, with a shared plan for how the resort succeeds.

• Lead by example and model NVA values and leadership competencies
• Coach, train, and develop Shift Leads and Team Members
• Recognize great performance and address issues promptly and fairly
• Help build a culture where people feel supported, challenged, and proud to work

• Ensure excellent pet care, cleanliness, safety, and facility standards
• Lead 1–2 shifts per week as Manager on Duty
• Ensure proper staffing and smooth shift execution
• Resolve customer concerns with empathy and professionalism

• Support execution of sales and marketing initiatives
• Help drive memberships, multi-service usage, and local lead generation
• Review KPIs (sales, labor, expenses, guest satisfaction) and take action
• Assist with budgeting, scheduling, and expense management

• Participate in recruiting, hiring, onboarding, and training
• Ensure team members complete required training and certifications
• Build a pipeline of future leaders

• Passion for pets and customer service
• 2–4 years of customer service experience (leadership experience a plus)
• Hospitality, retail, restaurant, or veterinary experience preferred
• Strong communication and people leadership skills
• Comfortable in both front-of-house and back-of-house environments
• Willingness to work evenings, weekends, and up to 45–50 hours per week
• High school diploma or equivalent (college coursework or degree a plus)
• Valid driver’s license and reliable transportation
• Bilingual skills are a plus!

• Competitive salary: ($Salary Range)
• Medical, Dental, Vision
• 401(k) with employer match
• HSA & FSA options
• Short-term & long-term disability
• Accident, hospital indemnity, and critical illness plans
• Career growth within a rapidly expanding company
• A workplace where pets are part of the family

NVA Pet Resorts is an Equal Opportunity Employer committed to building a diverse and inclusive workplace.