Assistant General Manager

Assistant General Manager role at NVA Pet Resorts in Spring, Texas.

A Resort Manager (RM) is a leader and integral member of the Resort Leadership team, reporting to the General Manager. Together they provide smooth and profitable operation by driving revenue and managing costs while maintaining exceptional customer service. The RM develops strong Shift Leads and Team Members, creates a resort culture based on NVA Leadership Competencies, high‑quality pet care, and outstanding service for internal and external customers.

• Understand and communicate the company’s mission, values, and objectives.
• Assist the GM in providing direction, leadership, and communication for all aspects of the site including financial management, customer service, pet care, and team management.
• Assist in developing and implementing a comprehensive sales strategy, including proactive lead management and conversion tactics.
• Help create a plan to drive and achieve resort quantitative objectives: sales revenue, labor, cost of goods sold, and expense management.
• Communicate concerns first to the GM, then to the Market Leader or Regional Leader as needed.
• Maintain operational excellence within the resort and respond to directives promptly.
• Recognize and reward outstanding performance of resort team members and demonstrate exceptional leadership behaviors.
• Other duties as assigned.

• Implement the data‑driven resort plan that supports regional and company initiatives.
• Drive financial success by analyzing data and KPIs to optimize performance.
• Develop Shift Leads’ understanding of financial reports to achieve sales goals and budget adherence.
• Execute corporate marketing plans and create local market plans for lead generation.
• Engage and educate the community on the company’s value proposition and sales offerings.
• Identify and cultivate relationships with local businesses, community groups, and referral sources.
• Leverage digital marketing channels to capture and nurture leads.
• Track and analyze lead generation efforts to optimize strategies.

• Select, develop, and evaluate subordinate managers and the site team in partnership with the GM.
• Manage onboarding for new Team Members and Shift Leads, using Talent Unleased certification programs.
• Ensure Shift Leads empower team members and coordinate training programs for new hires.
• Coach, counsel, and direct team members to demonstrate company standards and create an excellent customer experience.
• Recruit and maintain a pipeline of qualified team members.
• Foster a culture of engagement and achieve standard retention rates.

• Strive for the ultimate resort customer service experience and maintain excellent metrics.
• Ensure adequate shift coverage at all times, adhering to scheduling guidelines.
• Oversee recruiting, hiring, and training to ensure quality of resort staff.
• Train management teams to resolve service issues and intervene personally when necessary.
• Motivate and mentor team members to engage customers and promote sales opportunities.
• Educate and engage the community and resort customers on all products and services.

• Adhere to and maintain knowledge of all company policies and procedures.
• Follow OSHA, cash handling, and operations procedures and ensure compliance.
• Maintain impeccable standards of maintenance, cleanliness, and inventory.
• Lead 1–2 shifts per week as “Manager on Duty” to demonstrate expectations.
• Communicate clearly and accurately for effective shift operations.
• Ensure team members meet company operating standards.
• Execute daily audits and enforce all checklists and reporting.
• Assist the GM with action plans for hot spots and drive resort‑level actions.

• High school diploma or equivalent; bachelor’s degree or equivalent education and experience.
• Minimum 2–4 years of customer‑service experience; lead experience is a bonus.
• Availability to work up to 45–50 hours per week, including evenings and weekends.
• Ability to drive and manage workplace change.
• Proficiency with Microsoft Office and point‑of‑sale software.
• Comfortable working in front‑house and back‑house resort roles.
• Valid driver’s license,…