Rover Oaks Pet Resort in Houston, TX is looking for a dedicated Resort Manager to join our amazing team!
Pet owners need a place to bring their pets that assures peace of mind for them and a fantastic experience for their furry friend. Rover Oaks Pet Resort is the ultimate getaway for pets, featuring award-winning pet care facilities in Houston and Katy, TX. Dogs and cats enjoy a 5-star experience with their every need carefully tended to by a highly trained, experienced team of pet lovers. Since our Houston location was founded 16 years ago, Rover Oaks has been the standard of excellence for lodging, doggie daycare, pet grooming, and professional training.
Our ideal candidate has experience in managing people, finances, and systems, strong organizational and planning skills, high levels of customer service, experience with social media, community and team-building, and has strong values. Competitive salary and benefits offered. This is a full-time position, 40-45 hours/week on-site. Will need to be accessible off-site as well.
Houston is the 4th largest metro area in the US. Many industries make up our booming economy, including energy, medicine, aeronautics and manufacturing. We have the most diverse population in Texas and one of the most diverse in the US.
While the general image of Texas is that of cowboys and pickup trucks, Houston is an international hub, home to world-class performing and visual arts venues and championship sports teams. We are known for our extensive variety of restaurants in endless cuisines. Houston diners eat out more than residents of any other city in the US.
Houston has extensive parks and green space within the city limits. State parks, lakes and the Gulf of Mexico are all less than an hour’s drive away.
The Resort Manager is a leader and an integral member of the Resort management team. The Resort Manager partners with the General Resort Manager to provide a smooth and profitable operation by driving revenue and managing costs while creating a resort culture based on high quality guest care and exceptional customer service.
Job Duties and Responsibilities
Leadership and Planning
Creates the resorts schedule and manages labor costs to budget.
Participates in the weekly, monthly and annual planning and budget maintenance process.
Establishes goals for the resort and staff.
Acts as a champion for change and identifies, documents, shares, and promotes best practices.
Plans and leads employee meetings.
Oversees employee benefits program and resort insurance plans.
Educates employees on resorts financial policies and procedures, and client compliance program responsibilities.
Develops and implements resort policies
Performs quality checks and reviews of client files.
Manages vendor relationships.
Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues.
Oversees staffing needs including hiring, training, disciplining and terminating as required.
Recruits new employees and participates in the selection process.
Completes employee orientation, training and performance appraisals.
Coaches and mentors employees and identifies continuous learning and skill building needs.
Implements performance-based incentive and rewards and recognition programs.
Mediates conflict and maintains employee morale.
Manages front office staff including grooming and boarding staff.
Drives client visits through strategic client communication and local marketing efforts (i.e. Community).
Trains staff on client service initiatives and uses client visit growth best practices.
Demonstrates and reinforces the highest level of client service.
Manages client relationships; effectively resolves client issues and escalations.
Oversees client follow-up procedures, including reminders and call backs.
Utilizes client service initiative measurements to evaluate resort and staff performance.
Ensuring payroll is accurately completed and submitted for all resort staff.
Manages accounts receivable.
Reconciles daily cash and monitors the petty cash.
Continually drives revenue and manages costs to budget.
Performs invoice audit reviews.
Manages inventory and oversees the semi-annual inventory process.
Controls all facility and administrative costs.
Utilizes and implements the NVA Incentive Bonus Plan to meet hospital goals.
Qualifications: Knowledge, Skills, and Abilities
Supervisory and leadership experience.
Multi-functional operations including budget and labor management.
Customer service and marketing techniques.
HR policies and protocol development.
Staff management including: coaching, development, performance appraisals, and resolution management.
Customer service best practices.
General management skills including reporting and data analysis.
Problem solving and conflict management skills.
Excellent oral and written communication skills.
Basic computer skills (Microsoft Office, Email, and practice management software knowledge preferred).
The ability to delegate responsibility and achieve results with resort team members.
Must be able to handle multiple tasks and remain flexible with assigned duties.
Capable of championing change and driving innovative programs in the resort.
Must be able to work well in team environment.
Capable of quality decision making.
The ability to coach, correct, develop and motivate employees.
Demonstrates excellent time and task management.
Demonstrates professional and courteous presentation with staff and clients.
Qualifications: Education/ Experience
3-5 years' experience in a Manager role.
2-4 years customer service experience.
Experience in a pet resort/hospital setting in positions of increased responsibility a plus.
Possess a valid drivers license and proof of insurance.
Access to reliable transportation.
Equal Employment Opportunity
It is the policy of the company to afford equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, non-disqualifying disability or status as a disabled or Vietnam era veteran.