Assistant General Manager

Overview

Pet Resorts is looking for a talented Assistant General Manager to join our team in Aurora, Colorado!

A Resort Manager (RM) is a leader and an integral member of the Resort management team. The Resort Manager reports to either the General Manager, or Senior 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 Servant Leadership, high quality guest/pet care, and exceptional customer service for our internal and external customers.

Dependent on resort size, a Resort Manager can be assigned into one of three related positions:

• Resort Manager as an assistant to the General Manager, managing the entire business.
• Pet Care (PCRS), focusing on back-of-house services such as pet safety/health, boarding, daycare and resort maintenance.
• Customer Service (CSRS), focusing on front-of-house services such as marketing, check-in/check-out, retail, grooming and training.

Company Overview

Based in Greater Los Angeles, National Veterinary Associates (NVA) is the largest private owner of freestanding veterinary hospitals and pet resorts in North America, with 700+ companion animal veterinary hospitals and pet resort locations. NVA has grown rapidly and continues to execute growth plans via acquisitions, new resorts and same-store initiatives. NVA’s pet resorts business line competes in an $8+ billion industry that has grown over 5% year over year since 2015.

As of 2019, over 67% of US households have a pet; industry growth has benefited from trends toward humanization of pets and demand for premium/luxury offerings.

Responsibilities

• Understands and communicates the companies' mission, values, and objectives.
• Provides direction, leadership and communication to achieve sales results and operating plan goals for the site. Ensures the General Manager and yourself communicate the same message and that the Shift Leads provide the same to resort team members.
• Assists General Manager in creating a plan to drive and achieve resort quantitative objectives including sales, labor, cost of goods sold and expense management.
• Communicates shift issues, concerns and needs to the General Manager or Market Leader.
• Responsible for executing the operational excellence plan within the resort.
• Responds to directives accurately and timely and ensures compliance by the resort team. Acts as a champion for change.
• Recognizes and rewards outstanding performance of resort team members.
• Demonstrates exceptional leadership behaviors.
• Other duties as assigned.

• Strives for the ultimate in resort customer service experiences and impressions; maintains customer service metrics such as NPS and Google Reviews.
• Ensures site has 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 teams to handle service issues and intervenes when necessary.
• Motivates and mentors team members to provide the best pet-parent experience and build trust across the guest journey.
• 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.
• Performs quality checks of client files; monitors computer systems and resolves technical issues with key partners; may assist with employee benefits and insurance plans.
• Executes plans to drive revenue, labor management, and controllable expenses.
• Maintains standards for resort maintenance, cleanliness and inventory;
• Codes, orders and controls inventory cost-effectively.
• Coaches, counsels and directs Team Members; leads the team to meet company standards and create excellent customer experiences.
• Leads and manages shifts as the on-site manager; determines staffing needs per the site labor plan.
• Communicates clearly and concisely to ensure effective shift operations and overall resort operations.
• Follows OSHA, cash handling and operations procedures;…