Assistant General Manager

National Veterinary Associates; Katy (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Join a dynamic and passionate team at a leading pet resort as an Assistant General Manager! This full-time position is perfect for a motivated leader who thrives in a fast-paced environment and is dedicated to providing exceptional customer service. You will play a crucial role in driving sales, managing operations, and fostering a positive team culture. Your leadership will help create memorable experiences for both pets and their owners, ensuring that every guest leaves happy. If you're looking to make a difference in the pet care industry and lead a dedicated team, this is the opportunity for you!

Benefits

Employee Discounts

Health Insurance

Paid Time Off

401(k) Plan

Career Development Opportunities

Qualifications

• Strong leadership skills to manage and motivate team members.
• Exceptional customer service abilities to enhance guest experiences.
• Financial acumen to analyze reports and drive revenue.

Responsibilities

• Lead and manage resort operations to achieve sales and service goals.
• Train and develop team members for optimal performance.
• Ensure compliance with company policies and maintain high standards.

Skills

Leadership

Customer Service

Sales Management

Team Management

Financial Analysis

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

Point of Sale (POS) Systems

Scheduling Software

Job description

Rover Oaks - Katy located in Katy, TX is looking for a talented Assistant General Manager to join the team!

Overview:

The Assistant General Manager, internally referred to as a Resort Manager (RM) is a Full-Time position and 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 3 related positions. First, a Resort Manager manages the entire business as an assistant to the General Manager. The second is that the Resort Manager can be assigned to Pet Care (PCRM), which focuses on the back of house services such as pet safety/health, boarding, daycare and overall resort maintenance. A Resort Manager may also be assigned to Customer Service (CSRM), which focuses on front of house services such as marketing, check in/check out, retail, grooming and training.

Responsibilities

General

• Understands and communicates the companies' mission, values, and objectives.
• Provides the direction, leadership and communication necessary to achieve sales results and operating plan goals for the site. Ensures the General Manager and yourself are communicating the same message and that the Shift Leads provide the same to the 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 all shift issues, concerns and needs to the General Manager or Market Leader.
• Responsible for executing the operational excellence plan within their resort.
• Responds to directives in an accurate and timely manner and ensures the same compliance of 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.

Customer Service

• Strives for the ultimate in resort customer service experiences and impressions. Maintain excellent customer service metrics such as NPS, Google Reviews, Callbox scores.
• Ensures site has adequate shift coverage at all times, while adhering to scheduling and labor guidelines.
• Oversees the recruiting, hiring and training practices to ensure quality of resort staff.
• Train resort teams to successfully handle service issues and intervenes when necessary.
• Motivates and mentors team members on providing the best pet parent experience through all stages of their journey to establish trust, create deliver and evaluate their experience.
• Educate and engage the community and resort customers on all of companies’ products and services.

Operations

• Adheres to and has knowledge of all company policies and procedures.
• Performs quality checks/reviews of client files. Monitors computer systems and resolves technical issues with key partners. Can help oversee employee benefits and/or insurance plans.
• Executes the plan to drive revenue, labor management, and controllable expenses.
• Maintains impeccable standards concerning resort maintenance, cleanliness and inventory.
• Regulates the ordering of inventory in a timely and cost effective manner.
• Coaches, counsels and directs Team Members. Lead the team in the execution of company standards through the NVA Pet Resort values to create an excellent customer experience. Provide performance feedback to Team Members.
• Leads and manage shifts while acting as manager in charge of resort. Determine business demands and make necessary staffing decisions in accordance with the site labor plans.
• Communicates clearly, concisely and accurately in order to ensure effective shift operations and the overall operations of the resort.
• Follows all OSHA, cash handling and operations procedures and policies and ensure that resort team members are in compliance.
• Ensures that all team members have mastered the resort tasks/positions, meeting the company operating standards.
• Drives action plan for hot spot management and resort level actions.
• Other duties and projects as assigned.

Team Management

• Responsible for the selection, development and performance of subordinate leads and all other site team members.
• Train and on-board new Team Members and Shift Managers on both front- and back-of-house procedures.
• Manages team performance through consistent feedback up to and including corrective action.
• Recruit and maintain a pipeline of qualified team members to meet the resort operation’s needs.
• Creates a culture of engagement by addressing team member concerns in a timely manner.
• Assists General Manager with tasks such as payroll and employee benefits/incentives.
• Assists the General Manager in creating and driving a resort plan that supports the execution of regional and company initiatives to achieve both operational excellence and business results. Follow up consistently to ensure accountability to plans.
• Utilize financial tools and analyzes financial reports to identify and address trends and issues in sales and performance. This includes reconciling previous day’s receipts, monitoring petty cash, assisting in inventory, ordering and cost control strategies.
• Executes any corporate marketing plans, creates, and implements local market plans for marketing.
• Provides the direction and communication necessary to achieve sales results and site operating plan goals in partnership with the General Manager.
• Possess expert knowledge of the resort market area and the community. Engage and educate the community and the market area on company customer value proposition.
• Analyzes financial data to build on strengths, support weak areas and note any unusual occurrences. Trains Shift Managers in recognizing and influencing their business by understanding financial reports and acting on the knowledge. Ensures that all productivity numbers, sales and budgets are consistently met.
• Projects a professional image to resort team, clients, support center team and supervisors through dress code, demeanor and language.
• Move throughout the resort for extended periods (up to 10-12 hours per day).
• Move 50 lbs. for distances of up to 10 feet.
• Balance and move up to 25 lbs. for distances of up to 50 feet.
• Understand and respond to team member and guest’s requests in a loud environment.
• Perform basic math, understand finances, and cost management.
• Bend, stoop, and reach in order to run and load dogs/cats, serve customers, and clean the resort.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. Specific vision abilities required