General Manager - Pet Resort Operations

NVA Pet Resorts; Columbus (OH); On-site; USD 60,000 - 65,000; Full time

Job summary

An established industry player in pet care is seeking an experienced General Manager for their Columbus location. This full-time role involves overseeing operations, ensuring exceptional customer service, and driving sales performance. The ideal candidate will have a strong management background, particularly in hospitality or retail, and a commitment to creating a positive team culture. With a focus on servant leadership, this position offers the opportunity to lead a dedicated team while contributing to the overall success of the resort. Join a dynamic environment where your leadership can make a significant impact!

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401K with Match

HSA

FSA

Disability Plans

Qualifications

• 3-5 years management experience with P&L management.
• Proficiency in MS Office and POS systems.

Responsibilities

• Lead overall operations and customer experience in the resort.
• Manage recruitment, hiring, and training of staff.
• Analyze financial reports and implement marketing plans.

Skills

Management Experience

Customer Service Excellence

Sales Performance

Financial Analysis

Bilingual Skills

Education

High School Diploma or Equivalent

Tools

MS Office

POS Systems

Job description

Join to apply for the General Manager - Pet Resort Operations role at NVA Pet Resorts

4 days ago Be among the first 25 applicants

PetSuites Gahanna located in Columbus, OH is looking for an experienced General Manager to join the team!

Overview

A General Manager (GM) is a Full-Time position responsible for the overall operations, customer experience, sales performance, and brand excellence in a resort. The GM is responsible for maximizing sales and profits, maintaining exceptional customer service, and developing strong Resort Managers, Shift Leads, and Team Members. The role emphasizes creating a resort culture based on Servant Leadership, high-quality guest/pet care, and customer service excellence.

Responsibilities

General

• Understand and communicate the company's mission, values, and objectives.
• Provide leadership and communication to achieve sales and operational goals.
• Create plans to drive sales, manage labor, and control expenses.
• Communicate shift issues and needs to leadership.
• Maintain operational excellence.
• Ensure compliance with directives and company policies.
• Recognize and reward outstanding team performance.
• Demonstrate leadership behaviors.
• Perform other duties as assigned.

Customer Service

• Strive for excellent customer service and maintain related metrics.
• Ensure adequate shift coverage and proper scheduling.
• Oversee recruitment, hiring, and training of staff.
• Train management to handle service issues effectively.
• Motivate and mentor team members in customer engagement.
• Engage the community and promote services.

Operations

• Adhere to policies and create revenue and expense management plans.
• Maintain standards in cleanliness, maintenance, and inventory.
• Manage inventory ordering efficiently.
• Lead and manage shifts, ensuring standards are met.
• Communicate effectively to ensure smooth operations.
• Ensure compliance with OSHA, cash handling, and operational procedures.
• Ensure team mastery of resort tasks.
• Own action plans for hot spot management.

Team Management

• Manage selection, development, and performance of staff.
• Train and onboard new team members and managers.
• Provide performance feedback and corrective actions.
• Maintain a pipeline of qualified staff.
• Foster a culture of engagement and address concerns promptly.

Business/Financial Management

• Develop and execute resort plans aligned with regional and company initiatives.
• Analyze financial reports and address trends.
• Implement marketing plans and local market strategies.
• Engage with the community and educate about the company's value proposition.
• Use financial data to improve performance and meet budgets.

Work Environment & Physical Demands

Move throughout the resort, lift up to 50 lbs., and perform physical tasks as needed. Respond to requests in a loud environment. Accommodations may be provided for disabilities.

Qualifications

High school diploma or equivalent required; 3-5 years management experience, including P&L management. Availability for 45+ hours/week, including holidays and weekends. Proficiency in MS Office and POS systems. Experience in hospitality, veterinary, retail, or restaurant management preferred. Bilingual skills are a plus.

Compensation & Benefits

Salary range: $60,000 - $65,000 based on experience. Benefits include Medical, Dental, Vision, 401K with match, HSA, FSA, disability plans, and more.

Application Deadline: July 31, 2025