Pet Resort General Manager — Lead Operations & Guest Experience

destinationpet; Melrose Park (WI); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Quarterly bonus opportunities

Medical insurance

Dental insurance

Vision insurance

Life Insurance

Short- & Long-Term Disability coverage

401(k) with company match

Generous Paid Time Off

Discounts on Destination Pet services

Career growth opportunities

Job summary

Destination Pet is seeking a General Manager to lead the center's day-to-day operations and cultivate a culture delivering exceptional experiences for pets, pet parents, and teammates. You will drive performance, develop a high-performing team, and partner with support teams to ensure safety, compliance, and financial success.

This role blends leadership, operations, customer experience, financial accountability, and community engagement to grow the center and our Destination Pet network.

Qualifications

• Experience leading daily center operations.
• Proven ability to manage budgets, labor, and payroll.
• Strong customer service focus and pet-care awareness.
• Comfort with flexible hours including evenings/weekends.

Responsibilities

• Lead all daily operations of the center, ensuring a safe, clean, exceptional experience for pets, clients, and team members.
• Recruit, hire, coach, develop, and retain a high-performing team.
• Create schedules balancing exceptional service with labor budget expectations.
• Manage center payroll, labor costs, and staffing levels while ensuring timely payroll approval.
• Drive financial performance by managing budgets, reviewing operational reports, monitoring key performance indicators, and identifying opportunities for growth.
• Oversee inventory management, purchasing, and vendor relationships to maintain appropriate supply levels.
• Deliver outstanding customer service by resolving concerns, building relationships with pet parents, and ensuring consistent service excellence.
• Ensure compliance with company policies and all applicable federal, state, and local employment and safety regulations, including OSHA, EEOC, ADA, and wage and hour requirements.
• Conduct performance evaluations, provide ongoing coaching, and create development opportunities for team members.
• Partner with Destination Pet Support Teams to execute operational initiatives and improve center performance.
• Maintain the facility, equipment, and technology systems to provide a safe and welcoming environment.
• Manage cash handling procedures, deposits, and financial controls.
• Develop and execute local marketing initiatives, community partnerships, and social media engagement to grow the business.
• Monitor the health, safety, comfort, and well-being of every pet in our care.
• Step in to support the team wherever needed and perform other responsibilities as assigned.

Skills

People leadership

Operations management

Budgeting & payroll

Customer service

Team development

Communication

Job description

Destination Pet is seeking a General Manager to lead the center's day-to-day operations and cultivate a culture delivering exceptional experiences for pets, pet parents, and teammates. You will drive performance, develop a high-performing team, and partner with support teams to ensure safety, compliance, and financial success.

This role blends leadership, operations, customer experience, financial accountability, and community engagement to grow the center and our Destination Pet network.