Assistant General Manager

Assistant General Manager – Pet Resorts is looking for an energetic leader to join our team in Shawnee, Kansas
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A Resort Manager is a key member of the Resort Leadership team. They report to the General Manager and work together to drive revenue, manage costs, and maintain exceptional guest/pet care and customer service. Managers lead a culture based on NVA Leadership Competencies and high‑quality service.

Pet Resorts, part of National Veterinary Associates (NVA), is the largest private owner of freestanding veterinary hospitals and pet resorts in North America, with over 1,300 locations. The pet‑resort line competes in an $8 billion industry that is projected to grow 6 % 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.
• Assists the GM in developing and implementing a comprehensive sales strategy.
• 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, then to the Market Leader/Regional Leader as needed.
• Maintains operational excellence within their resort.
• Responds to directives accurately and promptly.
• Recognizes and rewards outstanding performance of resort team members.
• Demonstrates exceptional leadership behaviors.

• Implements the data‑driven resort plan to achieve operational and business results.
• Drives financial success by analyzing data and KPIs to optimize performance and identify growth opportunities.
• Develops Shift Leads understanding of financial reports to make informed decisions.
• Executes corporate marketing plans and local market plans for marketing and sales lead generation.
• Engages the community and lands local business relationships to generate new leads.
• Leverages digital marketing channels to capture and nurture leads effectively.
• Tracks and analyzes lead generation efforts to optimize strategies and improve conversion rates.

• Responsible for selection, development and performance of subordinate managers and all other site team.
• Manages company onboarding processes for new Team Members and Shift Leads on front‑ and back‑of‑house procedures.
• Ensures the Shift Leads empower their team members.
• Directs and coordinates training programs for new hires in accordance with brand standards.
• Coach, counsel, direct and team members and Resort Leads, leading the team in the execution of company standards.
• Recruit and maintain a pipeline of qualified team members.
• Creates a culture of engagement and fosters positive culture and retention rates.

• Strives for the ultimate resort customer service experience and maintains metrics.
• Ensures adequate shift coverage at all times while adhering to scheduling and labor guidelines.
• Oversees recruiting, hiring and training practices to ensure quality of resort staff.
• Trains resort management teams to effectively resolve service issues.
• Motivates, coaches, and mentors team members to proactively engage customers with product suggestions, service information, and sales opportunities.
• Educates and engages the community and resort customers on all company products and services.

• Adheres to and has knowledge of all company policies and procedures.
• Follows all OSHA, cash handling and operations procedures and policies.
• Maintains impeccable standards concerning resort maintenance, cleanliness and inventory.
• Leads 1‑2 shifts per week as “Manager on Duty” to demonstrate expectations and inspect results.
• Communicates clearly, concisely and accurately to ensure effective shift operations and overall operations of the resort.
• Executes daily audits and enforces all checklists and reporting at the end of each shift for all departments.
• Helps General Manager with action plan for hot spot management and drives resort level actions.

Excellent written, verbal and hands‑on team member management skills. An enthusiastic animal lover and brand ambassador with a vested interest…