General Manager - Pet Resort Operations

Workstream; Exeter (NH); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

401(k) with employer match

HSA & FSA options

Disability plans

Indemnity plans

Job summary

National Veterinary Associates (NVA) Pet Resorts in New Hampshire seeks a General Manager to own resort performance, driving revenue, EBITDA, guest experiences, and team development. This is a hands‑on leadership role.

You will lead financial performance with full P&L accountability, execute data‑driven plans, manage labor and expenses, and drive growth through proactive marketing and local partnerships. The position combines strategic oversight with on‑the‑floor leadership.

Responsibilities

• Achieve revenue and EBITDA goals
• Build and develop a strong leadership team
• Create a sales-driven, service-focused culture
• Deliver operational excellence and pet safety
• Grow local market presence
• Own the results and strategy to achieve them
• Lead financial and business performance with full P&L accountability
• Execute data-driven action planning to reach budget and growth targets
• Manage labor, expenses, and productivity
• Analyze KPI metrics (leads, conversion, occupancy, average ticket, retention)
• Implement corporate and local marketing strategies
• Drive tours, memberships, and service utilization
• Develop community partnerships and referrals sources
• Champion a resort-wide selling culture
• Coach Resort Manager and Shift Leads
• Set and uphold client service and pet safety standards
• Resolve high-level guest concerns
• Ensure brand-excellence across the resort
• Maintain facility, safety, and sanitation standards
• Lead audits, checklists, and action plans

Job description

General Manager, Pet Resorts, National Veterinary Associates (NVA)

Are you a proven leader who knows how to drive revenue, develop high-performing teams, and deliver exceptional guest experiences?

We are looking for a General Manager to take full ownership of resort performance — from sales growth and EBITDA to team development, operational excellence, and community presence. This is not a desk role. This is a hands‑on business leadership position.

Who We Are

NVA Pet Resorts is part of National Veterinary Associates (NVA) — the largest private owner of veterinary hospitals and pet resorts in North America, with 1,300+ locations. We compete in an $8B+ and rapidly growing industry as pet parents continue to invest in premium care for their family members.

Our mission is simple:

Create safe, fun, and loving environments for pets while providing exceptional experiences for our clients and team members.

The Role: Business Leader & Culture Driver

As General Manager, you are the CEO of your resort.

You are responsible for:

• Achieving revenue and EBITDA goals
• Building and developing a strong leadership team
• Creating a sales‑driven, service‑focused culture
• Delivering operational excellence and pet safety
• Growing your presence in the local market
• You own the results — and the strategy to achieve them.

What You’ll Lead

• Financial & Business Performance
• Full P&L accountability
• Data‑driven action planning to achieve budget and growth targets
• Labor, expense, and productivity management
• KPI analysis (leads, conversion, occupancy, average ticket, retention)
• Execution of corporate and local marketing strategies

Sales & Market Leadership

• Build a proactive lead generation strategy
• Drive tours, memberships, and service utilization
• Develop community partnerships and referral sources
• Champion a resort‑wide selling culture
• Analyze performance and adjust strategy to maximize growth

Team Development

• Hire, develop, and retain high‑performing leaders and team members
• Coach your Resort Manager and Shift Leads to own their departments
• Create a culture of accountability, engagement, and recognition
• Deliver consistent performance management and feedback

Guest & Pet Experience

• Set and uphold the standard for client service and pet safety
• Personally step in to resolve high‑level guest concerns
• Ensure the resort consistently delivers brand excellence

Operational Excellence

• Maintain facility, safety, and sanitation standards
• Ensure compliance with all company policies and procedures
• Lead by example as Manager on Duty each week
• Drive execution of audits, checklists, and action plans

What We’re Looking For

We are seeking a leader who is:

• Financially and operationally driven
• A strong people developer and culture builder
• Comfortable holding a team accountable to high standards
• Sales‑minded and growth‑focused
• Data‑driven and action‑oriented
• Active and visible on the floor

Required Experience

• 3–5+ years of management with P&L responsibility
• Proven success in driving revenue and developing teams
• Experience in hospitality, retail, restaurant, veterinary, or multi‑service environments preferred

You must be able to:

• Work a flexible schedule including weekends and holidays
• Be physically active in a fast‑paced resort environment
• Transport a pet in case of emergency

Why You’ll Love Working Here

• 401(k) with employer match
• HSA & FSA options
• Short-term & long-term disability, Accident, hospital
• indemnity, and critical illness plans
• Career growth within a rapidly expanding company
• A workplace where pets are part of the family

Equal Opportunity Employer

NVA Pet Resorts is an Equal Opportunity Employer committed to building a diverse and inclusive workplace.