General Manager

General Manager, Pet Resorts (NVA)

If you’re a strong people leader who loves pets and thrives in fast‑paced operations, this is a great opportunity to run a high‑impact business, build an engaged team, and deliver exceptional experiences for pets and their people.

NVA Pet Resorts is part of National Veterinary Associates (NVA), one of the largest private owners of veterinary hospitals and pet resorts in North America. We’re committed to creating safe, loving, and fun environments for pets while providing best‑in‑class service to our clients and a supportive culture for our team members.

The General Manager is accountable for the day‑to‑day operations and overall performance of the resort. You’ll lead through the NVA leadership competencies and brand standards, ensuring a consistent, high‑quality experience across pet care, customer service, team development, and business results.

This role blends hands‑on operational leadership with business ownership. You’ll drive revenue, manage costs, and build a culture where teams perform, grow, and stay.

• Lead by example and communicate NVA’s mission, values, and objectives
• Build a positive, high‑accountability culture grounded in leadership competencies and brand excellence
• Recognize strong performance, coach gaps, and address concerns in a timely and professional way
• Develop your leadership bench by coaching and growing the Assistant General Manager, Shift Leads, and Team Members

• Own resort performance against budget and key metrics including revenue, labor, cost of goods sold, expenses, and EBITDA
• Create and execute a data‑driven resort plan aligned to regional and company initiatives
• Review financial reports and KPIs to identify trends, solve problems, and capture growth opportunities
• Teach leaders how to understand performance metrics and take the right actions to hit goals

• Build and execute a comprehensive sales strategy focused on lead generation, conversion, and retention
• Execute corporate marketing programs and create local market plans to drive demand
• Develop relationships with local businesses, community groups, and referral sources
• Use digital channels such as social media, website, and email to capture and nurture leads
• Track and improve lead performance by optimizing processes and training teams on effective lead capture

• Hire, onboard, train, and retain a high‑performing team across front‑and‑back‑of‑house operations
• Ensure completion of required training and certification programs for all team members
• Provide consistent feedback and performance management aligned to company policy
• Maintain a strong hiring pipeline to support staffing needs and business growth
• Build engagement through communication, development opportunities, and proactive retention practices

• Ensure operational excellence across safety, pet care, facility standards, cleanliness, inventory, and compliance
• Maintain compliance with OSHA, cash handling, and all operational policies and procedures
• Ensure appropriate coverage while following scheduling and labor guidelines
• Lead 1 to 2 shifts per week as Manager on Duty to set expectations, inspect results, and respond to business needs
• Ensure teams master all resort roles and standards through training, audits, and consistent follow‑through
• Execute daily audits, enforce checklists, and ensure end‑of‑shift reporting across departments
• Own action plans for operational hot spots and drive improvements at the resort level
• Escalate concerns and needs to the Market Leader or Regional Leader as appropriate

• High school diploma or equivalent
• 3 to 5 years of management experience, including Profit and Loss responsibility
• Strong operational leadership and the ability to coach, develop, and hold teams accountable
• Strong Profit and Loss management skills
• Proficiency with Microsoft Office and point‑of‑sale systems
• Availability to work up to 45 to 50 hours per week, including evenings and weekends
• Valid driver’s license, current insurance (including comprehensive…