Assistant General Manager

Overview

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Overview:
An Assistant General Manager is a leader and an integral member of the Resort Leadership team. The Resort Manager reports to the General Manager and together they provide a smooth and profitable operation by driving revenue and managing costs. The Resort Manager must maintain an exceptional level of customer service by developing strong Shift Leads and Team Members while leading and creating a resort culture based on the NVA Leadership Competencies, high quality guest/pet care, and exceptional customer service for internal and external customers.

The General Manager and the Assistant General Manager should have a documented plan on how they’ll approach the responsibilities of day-to-day operations in their site. This plan should be approved by the Market Leader. While many responsibilities are the same between the two roles, the goal is to be partners and achieve the site plan by executing in tandem.

Company Overview

Based in Austin, Texas, National Veterinary Associates ("NVA") is the largest private owner of freestanding veterinary hospitals and pet resorts in North America, with 1300+ companion animal veterinary hospitals and pet resort locations. NVA’s pet resorts business competes in an $8+ billion industry. The company has growth plans via acquisitions, new resorts and same-store initiatives.

General

• Understands and communicates the companies' mission, values, and objectives.
• Assists the GM in providing direction, leadership and communication for all aspects of the site including Financial Management, Customer Service, Pet Care and Team Management.
• Assists the GM in developing and implementing a comprehensive sales strategy aligned with resort and company objectives.
• Assists the GM in creating a plan to drive and achieve resort 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 or Regional Leader as needed.
• 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

• Implements the data-driven resort plan that supports the execution of regional and company initiatives to achieve operational excellence and strong business results.
• Analyzes financial data and KPIs to optimize performance, address challenges, and identify growth opportunities. Uses tools to analyze lead generation, conversion rates, average transaction value, and customer satisfaction scores.
• Develops Shift Leads understanding of financial reports to achieve sales goals, productivity metrics, and budget adherence.
• Executes corporate marketing plans and creates local market plans for marketing and sales lead generation.
• Knowledge of the resort market area; engages the community on the company’s value proposition and offerings.
• Identifies relationships with local businesses and referral sources to generate new leads.
• Uses digital marketing channels to capture and nurture leads; tracks and analyzes lead generation for optimization.

Team Management

• Responsible for the selection, development and performance of subordinate managers and all site team members in partnership with the GM.
• Manages onboarding for new Team Members and Shift Leads; uses certification programs for team members as applicable.
• Empowers Shift Leads to enable their teams.
• Directs training programs for all new hires in accordance with brand standards.
• Coaches and guides team members and Resort Leads; ensures adherence to Personnel Policy and timely feedback up to corrective actions.
• Recruits and maintains a pipeline of qualified team members.
• Fosters engagement and positive culture with retention strategies.

Customer Service

• Strives for exceptional resort customer service experiences and maintains strong customer service metrics.
• Ensures adequate shift…