General Manager - Pet Resort Operations

PetSuites; Columbus (OH); On-site; USD 60,000 - 65,000; Full time

Job summary

An established industry player is seeking a dynamic General Manager for their pet resort operations in Columbus. This full-time role involves leading a dedicated team to ensure exceptional customer experiences and operational excellence. Responsibilities include managing staff, driving revenue, and maintaining high service standards. The ideal candidate will possess strong leadership skills, a passion for animals, and a commitment to community engagement. Join a company that values personal and professional growth while making a positive impact in the pet care industry.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401K

HSA

FSA

Paid Time Off

Employee Discounts

Flexible Scheduling

Continuing Education Opportunities

Qualifications

• 3-5 years management experience with P&L responsibility.
• Excellent leadership and communication skills.
• Passionate about animals and community engagement.

Responsibilities

• Oversee operations and ensure exceptional customer service.
• Manage recruitment, training, and performance of staff.
• Analyze financial reports and implement marketing plans.

Skills

Management Skills

Communication Skills

Leadership Skills

Customer Service

Financial Analysis

Community Engagement

Education

High School Diploma

Bachelor's Degree

Tools

Microsoft Office

POS Systems

Job description

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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 execution of brand excellence in a resort. The General Manager is responsible for maximizing the sales and profits of the site. The GM must maintain an exceptional level of customer service by developing strong Resort Managers, Shift Leads, and Team Members, while leading a resort culture based on Servant Leadership, high-quality guest/pet care, and exceptional customer service for internal and external customers.

Responsibilities

General

• Understand and communicate the company's mission, values, and objectives.
• Provide leadership and direction to achieve sales and operational goals, ensuring Resort Managers and Shift Managers do the same.
• Create plans to meet resort objectives including sales, labor, costs, and expenses.
• Communicate shift issues and needs to leadership.
• Maintain operational excellence within the resort.
• Respond to directives accurately and timely, ensuring team compliance.
• Recognize and reward outstanding team performance.
• Demonstrate exceptional leadership behaviors.
• Perform other duties as assigned.

Customer Service

• Strive for excellent customer service experiences and maintain high customer service 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 product knowledge and customer interaction.
• Engage the community and customers about company products and services.

Operations

• Adhere to all company policies and procedures.
• Drive revenue, manage labor, and control expenses.
• Maintain standards for resort maintenance, cleanliness, and inventory.
• Manage inventory ordering efficiently.
• Lead and coach team members, ensuring standards and performance.
• Manage shifts and staffing based on business demands.
• Ensure effective communication for shift operations.
• Ensure compliance with OSHA, cash handling, and operational policies.
• Ensure team mastery of resort tasks and standards.
• Develop action plans for hotspots and resort improvements.
• Perform other duties and projects as assigned.

Team Management

• Manage recruitment, development, and performance of managers and staff.
• Train and onboard new team members and managers.
• Provide performance feedback and address concerns promptly.
• Maintain a pipeline of qualified candidates.
• Create a culture of engagement and address team concerns timely.

Business/Financial Management

• Create and execute resort plans aligned with regional and company initiatives.
• Analyze financial reports to identify trends and issues.
• Implement marketing plans and local initiatives.
• Engage with the community and educate on company value propositions.
• Use financial data to support business strengths and address weaknesses.
• Ensure sales and budgets are met consistently.

Work Environment & Physical Demands

Move throughout the resort, lifting and handling animals and supplies, responding to environment noise, and performing physical tasks as needed. Reasonable accommodations can be provided for disabilities.

Qualifications

Excellent management, communication, and leadership skills. Passionate about animals and community engagement. Committed to personal and professional development, with a focus on revenue growth and customer satisfaction.

Additional Requirements

• High school diploma or equivalent; Bachelor’s preferred.
• 3-5 years management experience, including P&L responsibility.
• Availability for 45+ hours/week, including holidays and weekends.
• Proficiency with Microsoft Office and POS systems.
• Reliable transportation.
• Experience in hospitality, veterinary, retail, or restaurant management is a plus.
• Bilingual skills are a plus.

Compensation

Salary range: $60,000 - $65,000 based on experience.

Application Deadline

July 31, 2025

Benefits

Comprehensive benefits including Medical, Dental, Vision, 401K, HSA, FSA, and ancillary plans.