Assistant General Manager

Pet Resorts is looking for a talented Assistant General Manager to join our team in Las Vegas, Nevada
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A Resort Manager (RM) is a leader and an integral member of the Resort Leadership team. The Resort Manager reports to the General Manager and together they provide a smooth and profitable operation by driving revenue and managing costs. The Resort Manager must maintain an exceptional level of customer service by developing strong Shift Leads and Team Members while leading and creating a resort culture based on the NVA Leadership Competencies, high quality guest/pet care, and exceptional customer service for our internal and external customers.

The General Manager and the Resort Manager should have a documented plan on how they’ll approach the responsibilities of the day-to-day operations in their site. While many responsibilities are the same between the two roles, the goal is to be partners and achieve your site plan by executing in tandem.

• Understands and communicates the companies’ mission, values, and objectives.
• Assists the GM in providing the 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, including proactive lead management and conversion tactics, aligned with resort and company objectives.
• Assists the GM in creating a plan to drive and achieve resort quantitative objectives including sales revenue, labor, cost of goods sold and expense management.
• Communicates concerns and needs first to the General Manager, but then to the Market Leader and/or the Regional Leader as needed.
• Responsible for maintaining operational excellence within their 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 that supports the execution of regional and company initiatives to achieve both operational excellence and strong business results.
• Drives financial success by analyzing financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.
• Develops Shift Leads understanding of financial reports, enabling them to make informed decisions and implement actions that consistently achieve sales goals, productivity metrics, and budget adherence.
• Executes any corporate marketing plans and creates and implements local market plans for marketing and sales lead generation.
• Possesses expert knowledge of the resort market area and the community, actively engages and educates the community and the market area on the company’s customer value proposition and sales offerings.
• Identifies and cultivates relationships with local businesses, community groups, and referral sources to generate new leads.
• Leverages digital marketing channels (social media, website, email) to capture and nurture leads effectively.
• Tracks and analyzes lead generation efforts to optimize strategies and improve conversion rates.

• Responsible for the selection, development and performance of subordinate managers and all other site team in partnership with the GM.
• Manages company onboarding processes for new Team Members and Shift Leads on both front- and back-of-house procedures.
• Ensures the Shift Leads empower their team members.
• Directs and coordinates training programs for all new hires in accordance with brand standards.
• Coaches, counsels, directs and mentors Team Members and Resort Leads, leading the team in the execution of company standards through the NVA Pet Resort values to create an excellent customer experience.
• Recruit and maintain a pipeline of qualified team members to meet the resort operation’s needs.
• Creates a culture of engagement by addressing team member concerns in a timely manner.

• Strives for the ultimate in resort customer service experiences and impressions, maintaining excellent customer service…