General Manager - Pet Resort Operations

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

Are you a proven leader who knows how to drive revenue, develop high‑performing teams, and deliver exceptional guest experiences?

We are looking for a General Manager to take full ownership of resort performance — from sales growth and EBITDA to team development, operational excellence, and community presence. This is not a desk role. This is a hands‑on business leadership position.

NVA Pet Resorts is part of National Veterinary Associates (NVA) — the largest private owner of veterinary hospitals and pet resorts in North America, with 1,300+ locations. We compete in an $8B+ and rapidly growing industry as pet parents continue to invest in premium care for their family members.

Our mission is simple:

Create safe, fun, and loving environments for pets while providing exceptional experiences for our clients and team members.

As General Manager, you are the CEO of your resort.

You are responsible for:

• Achieving revenue and EBITDA goals
• Building and developing a strong leadership team
• Creating a sales‑driven, service‑focused culture
• Delivering operational excellence and pet safety
• Growing your presence in the local market
• You own the results — and the strategy to achieve them.

• Financial & Business Performance
• Full P&L accountability
• Data‑driven action planning to achieve budget and growth targets
• Labor, expense, and productivity management
• KPI analysis (leads, conversion, occupancy, average ticket, retention)
• Execution of corporate and local marketing strategies

• Build a proactive lead generation strategy
• Drive tours, memberships, and service utilization
• Develop community partnerships and referral sources
• Champion a resort‑wide selling culture
• Analyze performance and adjust strategy to maximize growth

• Hire, develop, and retain high‑performing leaders and team members
• Coach your Resort Manager and Shift Leads to own their departments
• Create a culture of accountability, engagement, and recognition
• Deliver consistent performance management and feedback

• Set and uphold the standard for client service and pet safety
• Personally step in to resolve high‑level guest concerns
• Ensure the resort consistently delivers brand excellence

• Maintain facility, safety, and sanitation standards
• Ensure compliance with all company policies and procedures
• Lead by example as Manager on Duty each week
• Drive execution of audits, checklists, and action plans

We are seeking a leader who is:

• Financially and operationally driven
• A strong people developer and culture builder
• Comfortable holding a team accountable to high standards
• Sales‑minded and growth‑focused
• Data‑driven and action‑oriented
• Active and visible on the floor

• 3–5+ years of management with P&L responsibility
• Proven success in driving revenue and developing teams
• Experience in hospitality, retail, restaurant, veterinary, or multi‑service environments preferred

You must be able to:

• Work a flexible schedule including weekends and holidays
• Be physically active in a fast‑paced resort environment
• Transport a pet in case of emergency

• 401(k) with employer match
• HSA & FSA options
• Short‑term & long‑term disability, accident, hospital plans
• 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.