General Manager

NVA General Practice

Norwalk (CT)

On-site

USD 70,000 - 75,000

Full time

6 days ago

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Benefits offered by this job

Medical, Dental, Vision

401(k) with employer match

HSA and FSA options

Disability plans

Career growth within a rapidly growing

Job summary

National Veterinary Associates (NVA) Pet Resorts is hiring a General Manager for the Pooch Hotel Norwalk resort in Norwalk, Connecticut. You will own site performance, guest experience, sales growth, and profitability while leading a team delivering exceptional pet care and customer service.

The General Manager role blends hands-on operational leadership with business ownership, driving revenue, managing costs, and building a culture of performance and growth at the Norwalk resort.

Qualifications

High school diploma or equivalent.
3–5 years of management experience with P&L responsibility.
Strong operational leadership and ability to coach, develop, and hold teams accountable.

Responsibilities

Lead resort operations and overall performance against budget and key metrics.
Develop leadership bench by coaching and growing the team.
Build and execute sales strategies, marketing programs, and community relations to drive demand.
Hire, onboard, train, and retain a high-performing team across front- and back-of-house operations.
Ensure safety, pet care, facility standards, inventory, and compliance across all operations.

Skills

Operational leadership

Team development

P&L management

Microsoft Office

POS systems

Availability to work long hours

Education

High school diploma or equivalent

Tools

Microsoft Office

POS systems

Job description

General Manager, Pet Resorts (NVA)

If you’re a strong people leader who loves pets and thrives in fast-paced operations, this is a great opportunity to run a high-impact business, build an engaged team, and deliver exceptional experiences for pets and their people.

General Manager, Pet Resorts (NVA)

NVA Pet Resorts is hiring a full-time General Manager for our Pooch Hotel Norwalk resort in Norwalk, Connecticut. In this role, you’ll own overall site performance including operations, guest experience, sales growth, and profitability while leading a team that delivers outstanding pet care and customer service.

Who We Are

NVA Pet Resorts is part of National Veterinary Associates (NVA), one of the largest private owners of veterinary hospitals and pet resorts in North America. We’re committed to creating safe, loving, and fun environments for pets while providing best-in-class service to our clients and a supportive culture for our team members.

About The Role

The General Manager is accountable for the day-to-day operations and overall performance of the resort. You’ll lead through the NVA leadership competencies and brand standards, ensuring a consistent, high-quality experience across pet care, customer service, team development, and business results.

This role blends hands-on operational leadership with business ownership. You’ll drive revenue, manage costs, and build a culture where teams perform, grow, and stay.

What You’ll Do

Leadership and Culture

Lead by example and communicate NVA’s mission, values, and objectives
Build a positive, high-accountability culture grounded in leadership competencies and brand excellence
Recognize strong performance, coach gaps, and address concerns in a timely and professional way
Develop your leadership bench by coaching and growing the Assistant General Manager, Shift Leads, and Team Members

Business and Financial Performance

Own resort performance against budget and key metrics including revenue, labor, cost of goods sold, expenses, and EBITDA
Create and execute a data-driven resort plan aligned to regional and company initiatives
Review financial reports and KPIs to identify trends, solve problems, and capture growth opportunities
Teach leaders how to understand performance metrics and take the right actions to hit goals

Sales, Marketing, and Community Growth

Build and execute a comprehensive sales strategy focused on lead generation, conversion, and retention
Execute corporate marketing programs and create local market plans to drive demand
Develop relationships with local businesses, community groups, and referral sources
Use digital channels such as social media, website, and email to capture and nurture leads
Track and improve lead performance by optimizing processes and training teams on effective lead capture

Team and Talent Management

Hire, onboard, train, and retain a high-performing team across front- and back-of-house operations
Ensure completion of required training and certification programs for all team members
Provide consistent feedback and performance management aligned to company policy
Maintain a strong hiring pipeline to support staffing needs and business growth
Build engagement through communication, development opportunities, and proactive retention practices

Operations And Guest Experience

Ensure operational excellence across safety, pet care, facility standards, cleanliness, inventory, and compliance
Maintain compliance with OSHA, cash handling, and all operational policies and procedures
Ensure appropriate coverage while following scheduling and labor guidelines
Lead 1 to 2 shifts per week as Manager on Duty to set expectations, inspect results, and respond to business needs
Ensure teams master all resort roles and standards through training, audits, and consistent follow-through
Execute daily audits, enforce checklists, and ensure end-of-shift reporting across departments
Own action plans for operational hot spots and drive improvements at the resort level
Escalate concerns and needs to the Market Leader or Regional Leader as appropriate

Qualifications

Required

High school diploma or equivalent
3 to 5 years of management experience, including Profit and Loss responsibility
Strong operational leadership and the ability to coach, develop, and hold teams accountable
Strong Profit and Loss management skills
Proficiency with Microsoft Office and point-of-sale systems
Availability to work up to 45 to 50 hours per week, including evenings and weekends
Valid driver’s license, current insurance (including comprehensive and collision), and a vehicle you are willing to transport a pet in during an emergency
Ability to drive change, improve processes, and influence outcomes in a fast-paced environment

Preferred

Experience in hospitality, retail, restaurant management, veterinary, or similar service environments
Bilingual skills

Work Environment

Stand and move throughout the resort for extended periods (up to 10 to 12 hours per day)
Lift up to 50 pounds for short distances and carry up to 25 pounds for longer distances
Work effectively in a loud environment and respond to client and team needs in real time
Bend, stoop, and reach as needed to support pet handling, customer service, and facility cleanliness
Maintain a professional image through dress, demeanor, and communication

Why You’ll Love Working Here