General Manager

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Pet Resorts is looking for a talented General Manager to join our team in Manassas Park, Virginia.

A General Manager (GM) is responsible for the overall operations, customer experience, sales performance and execution of brand excellence in a resort. The GM maximizes sales and profits, maintains an exceptional level of customer service, and leads a culture based on NVA Leadership Competencies, high quality guest/pet care, and exceptional service.

General

• Understands and communicates the companies' mission, values, and objectives.
• Provides the direction, leadership and communication for all aspects of the site including Financial Management, Customer Service, Pet Care and Team Management.
• Develops and implements a comprehensive sales strategy, including proactive lead management and conversion tactics, aligned with resort and company objectives.
• Creates a plan to drive and achieve resort quantitative objectives including sales revenue, labor, cost of goods sold and expense management.
• Communicates concerns and needs to the Market Leader and/or the Regional Leader.
• 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.

Business/Financial Management

• Cristates a data-driven resort plan that supports the execution of regional and company initiatives to achieve both operational excellence and strong business results. Follows up consistently to ensure accountability to plans and KPI targets. Plans focus on meeting budget and PY growth expectations for revenue, labor, expense control and EBITDA.
• Drives financial success by analyzing financial data and KPIs to optimize performance, address challenges, and identify growth opportunities. Utilizes financial tools and meticulously analyzes financial reports and key performance indicators (KPIs) – including sales leads, conversion rates, average transaction value, and customer satisfaction scores – to identify trends, issues, and opportunities for strategic action and sales growth.
• Develops Resort Leads (Resort Manager, 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, Ensures the team is trained on effective lead capture techniques during customer interactions.

Team Management

• Responsible for the selection, development and performance of subordinate managers and all other site team.
• Manage company on-boarding processes for new Team Members and Shift Leads on both front- and back-of-house procedures. Uses Talent Unleased certification programs for all team members.
• Ensure the Resort Manager and Shift Leads empower their team members.
• Direct/coordinate training programs for all new hires in accordance with brand standards.
• Coach, counsel, direct and Team Members and Resort Leads. Lead the team in the execution of company standards through the NVA Pet Resort values to create an excellent customer experience. Manages team performance through adherence to and enforcement of the Personnel Policy, including consistent and timely feedback up to and including corrective actions.
• 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. Fosters positive culture and achieves standard retention rates through curated team engagement strategies.

Customer Service

• Strives for the ultimate in resort customer service experiences and impressions. Maintain excellent customer service metrics.
• Ensures sites have adequate shift coverage at all times, while adhering to scheduling and labor guidelines.
• Oversees the recruiting, hiring and training practices to ensure quality of resort staff.
• Trains resort management teams to effectively resolve service issues and intervenes personally when necessary to ensure customer satisfaction.
• Motivates, coaches, and mentors team members to proactively engage customers with product suggestions, service information, and sales…