General Manager

Wag Hotels; Chicago (IL); On-site; USD 50,000 - 70,000; Full time

Job summary

A premier pet care company located in Chicago is seeking an Operations Manager to oversee the growth and profitability of its facilities. The ideal candidate will have at least 2 years of managerial experience, lead a team of 35+ employees, and uphold exceptional customer service standards. Strong communication and conflict management skills are essential. Join this passionate team dedicated to providing a safe and fun environment for pets while ensuring a thriving workplace culture.

Qualifications

• Minimum of 2 years of managerial or leadership experience.
• Ability to manage a team of 35+ employees.
• Must have flexible availability.

Responsibilities

• Lead overall operational efforts to support growth and profitability goals.
• Recruit, hire, and retain talent, fostering a culture of customer service.
• Manage labor and costs to meet P&L needs.

Skills

Leadership

Communication

Conflict Management

Financial Management

Performance Management

Job description

Our purpose was founded in 2005 by pet lovers who couldn’t find a suitable place to leave their pets during business trips. What started as a personal quest has grown into the ultimate boarding and daycare resort for dogs and cats. We pride ourselves on providing the highest level of service in the pet care industry. With 15 convenient locations in California, Texas, Illinois, and Colorado, Wag Hotels is the home‑away‑from‑home for spoiled dogs and cats across the US. Wag Hotels provide uncompromising fun, safety, and comfort to pets, as well as, world class convenience to their parents. Come join our pack!

Our Values

Our People: Passion in Action

• We’re passionate pet lovers‑ trained professionals dedicated to growing our careers with Wag Hotels.

Our Culture: Growth with Integrity

• We’re collaborative, inclusive and accountable. We stay curious, proactive, and committed to doing what’s right.

Our Clients: Relationships First

• We build trust with pet parents through strong relationships, consistent services and experiences that enrich pets’ lives.

Guest Care: Excellence Every Time

• We never compromise on safety, care, or cleanliness- operating with consistency to serve more guests and grow our people.

Location: Lincoln Park

• Communication: Writes in a clear, concise, organized, and convincing manner for the intended audience.
• Conflict Management: Encourages creative tension and differences of opinions. Anticipates and takes steps to prevent counter‑productive confrontations. Manages and resolves conflicts and disagreements in a constructive manner.
• Managing Performance: The ability to take responsibility for one’s own or one’s employees’ performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.
• Financial Management: Understands the organization’s financial processes. Prepares, justifies, and administers the program budget. Oversees procurement and contracting to achieve desired results.
• Monitors expenditures and uses cost‑benefit thinking to set priorities.
• Managing Change: The ability to demonstrate support for innovation and for organizational changes needed to improve the organization’s effectiveness; initiating, sponsoring, and implementing organizational change; helping others to successfully manage organizational change.
• Vision: Takes a long‑term view and builds a shared vision with others; acts as a catalyst for organizational change.
• Leveraging Diversity: Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
• Care and Safety: Fosters a safe culture and environment and ensures team is properly trained to handle situations that could cause guests or employees to be harmed to attempt to prevent situations from occurring.

Responsibilities

• Lead overall operational efforts to support Wag Hotels' growth and profitability goals.
• Recruit, hire, and retain talent, fostering a culture of customer service, care, and safety.
• Manage labor and costs to meet P&L needs.
• Collaborate with the Executive team to develop and execute company policies.
• Handle client requests and concerns promptly, ensuring excellent customer satisfaction.
• Train teams on hotel tours, timekeeping navigation, and promote healthy communication.
• Evaluate and appraise staff, lead subordinates, and enforce disciplinary procedures.
• Navigate PEO system for back‑of‑house departments, including approving timecards, payroll submittal and scheduling.
• Support the Wag Hotels app, and verify retail inventory.
• Have full knowledge of care and safety policies, effectively training or assisting in training staff.
• Identify and address employee and client issues in a timely manner. Partnering with people in other areas of the business to ensure accurate responses.
• Familiarity with the employee manual and enforcement of regulations.
• Recognize and anticipate guest health and behavior concerns, communicating needs.
• Possess full knowledge of care and safety policies, effectively training staff on these policies.
• Ensure hotel cleanliness, communicate maintenance needs, and manage inventory and ordering.
• Operate both front and back of the house in emergency situations.

Requirements

• Minimum of 2 years of managerial or leadership experience.
• Ability to manage a team of 35+ employees.
• Must have flexible availability.
• Ability to read, understand, and disseminate financial reports.
• Upbeat, motivating, and can‑do leader.
• Ability to navigate stressful situations.

Preferred Qualifications

• Previous leadership experience at Wag Hotels is a plus.
• Previous animal experience is a plus.

Physical Requirements

• Ability to lift up to 50 lbs.
• Ability to reach and bend while standing for a long period of time.
• Ability to be around dogs and cats for an extended period of time.