General Manager

Pet Resorts is looking for a talented General Manager to join our team in St. Charles, Illinois
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A General Manager (GM) is responsible for the overall operations, customer experience, sales performance and execution of brand excellence in a resort. The GM is responsible for maximizing the sales and profits of the site. The GM must maintain an exceptional level of customer service by developing a strong team including a Resort Manager, Shift Leads and Team Members. The GM and the Team will lead and create a resort culture based on NVA Leadership Competencies, high quality guest/pet care, and exceptional customer service for both our internal and external customers.

• Understands and communicates the company's 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 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.

• Creates 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.
• Plays a 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.

• Responsible for the selection, development and performance of subordinate managers and all other site team.
• Manage company onboarding 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.

• 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…