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

Under the Direction of the General Resort Manager:

Leadership and Planning

        Drives the Customer Service Team to create a Pet Centric Experience from the moment the Pet Parent walks into the front door.

        Acts as a champion for change and identifies, documents, shares, and promotes best practices.

        Participates in the weekly, monthly and annual planning and budget maintenance process.

        Establishes goals for the resort and team.

        Plans and leads team meetings.

Operations

        Educates the Customer Service Team on resort?s financial policies and procedures, and Pet Parent compliance program responsibilities.

        Develops and implements resort policies.

        Performs quality checks and reviews of Pet Parent files.

        Manages vendor relationships.

        Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues.

People Management

        Oversees team needs including hiring, training, disciplining and terminating as directed by GM.

        Recruits new employees and participates in the selection process.

        Completes employee orientation, training and performance appraisals.

        Coaches and mentors employees; identifies continuous learning and skill building needs.

        Implements performance-based incentive and recognition programs.

        Mediates conflict and maintains employee morale.

        Manages front office team including grooming team.

Pet Parent Relations

        Drives Pet Parent visits through strategic Pet Parent communication and local marketing efforts.

        Trains team on Pet Parent service initiatives and uses Pet Parent visit growth best practices.

        Demonstrates and reinforces the highest level of Pet Parent service.

        Manages Pet Parent relationships; effectively resolves Pet Parent issues and escalations.

        Oversees Pet Parent follow-up procedures, including reminders and call backs.

        Utilizes Pet Parent service initiative measurements to evaluate resort and team performance.

Financial

        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

Knowledge

        Supervisory and leadership experience.

        Multi-functional operations including budget and labor management.

        Customer service and marketing techniques.

        HR policies and protocol development.

        Team management including: coaching, development, performance appraisals, and resolution management.

Skills

        Customer service best practices.

        Interpersonal skills.

        General management skills including reporting and data analysis.

        Problem solving and conflict management skills.

        Excellent oral and written communication skills.

        Organizational skills.

        Basic computer skills (Microsoft Office, Email, and practice management software knowledge preferred).

Abilities

        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 team and Pet Parents.

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

If you are looking for an excellent opportunity to work with dedicated team in an animal filled environment we want to hear from you!

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.