Resort Manager

Overview

Pet Suites St. Charles located in St. Charles, IL is looking for a talented Assistant Resort Manager to join the team.

Based in Austin, Texas, National Veterinary Associates ("NVA") is the largest private owner of freestanding veterinary hospitals and pet resorts in North America, with 1300+ companion animal veterinary hospitals and pet resort locations.

NVA has grown rapidly and continues to pursue growth through acquisitions, new resorts, and same-store initiatives. NVA’s pet resorts business operates in an $8+ billion industry with projected growth through 2028.

• Understands and communicates the company’s mission, values, and objectives.
• Assists the GM in providing direction, leadership and communication for all aspects of the site including financial management, customer service, pet care and team management.
• Assists the GM in developing and implementing a comprehensive sales strategy aligned with resort and company objectives.
• Assists the GM in creating a plan to drive and achieve resort objectives including revenue, labor, cost of goods sold and expense management.
• Communicates concerns and needs first to the General Manager, then to the Market Leader and/or Regional Leader as needed.
• Responsible for maintaining operational excellence within the resort.
• Responds to directives accurately and promptly, ensuring the same level of compliance from the resort team.
• Recognizes and rewards outstanding performance of resort team members.
• Demonstrates exceptional leadership behaviors.
• Other duties as assigned.

• Implements the data-driven resort plan to achieve operational excellence and strong business results, including budgeting and KPI targets.
• Analyzes financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.
• Develops shift leads’ understanding of financial reports to support meeting sales goals and budget adherence.
• Executes corporate marketing plans and creates local market plans for marketing and lead generation.
• Engages with the community and market area to communicate the company’s value proposition.
• Identifies and cultivates relationships with local businesses and referral sources to generate new leads.
• Leverages digital marketing channels to capture and nurture leads and trains the team on lead capture techniques.
• Tracks and analyzes lead generation efforts to optimize strategies and improve conversion rates.

• Responsible for the selection, development and performance of site team members in partnership with the GM.
• Manages onboarding for new team members and shift leads; uses Talent Unleashed certification programs where applicable.
• Ensures Shift Leads empower their teams and coordinates training programs for new hires per brand standards.
• Coaches and directs team members to execute company standards and provide excellent customer experiences.
• Recruits and maintains a pipeline of qualified team members to meet resort needs.
• Fosters engagement and culture through timely action on team member concerns and retention strategies.

• Strives for exceptional customer service metrics and maintains adequate shift coverage while following scheduling and labor guidelines.
• Oversees recruitment, hiring and training practices for resort staff in partnership with the GM.
• Trains management teams to resolve service issues and intervenes when necessary to ensure customer satisfaction.
• Motivates and mentors team members to engage customers, promote products and services, and drive sales.
• Educates the community and resort customers on company products and services.

• Adheres to company policies and procedures; follows OSHA, cash handling and operations guidelines.
• Maintains resort maintenance, cleanliness and inventory standards.
• Leads 1-2 shifts per week as Manager on Duty to guide the team and assess results.
• Ensures effective shift operations and clear communication across departments.
• Ensures team members master resort tasks to meet operating standards.
• Performs daily audits and reports per shift for all departments; assists GM with hotspot management and action planning.