Pet Resort General Manager - Lead Ops & Growth

Holidaybarn; Richmond (VA); On-site; USD 70,000 - 110,000; Full time

Job summary

Holiday Barn Pet Resorts in the Richmond region seeks a hands‑on Resort Manager to unite boarding, daycare, grooming, training, and guest services under our standards of excellence.

You will lead daily operations, develop staff into leaders, and drive revenue while maintaining the highest standards of pet safety and guest experience. This role requires a flexible schedule and a proven track record in multi‑department hospitality or animal care settings.

Qualifications

• 3–5 years of management experience in a pet resort, veterinary or animal care facility, hospitality, or other multi‑department, customer‑facing operation open year‑round.
• 3–5 years leading multiple supervisors or department leaders, including coaching, difficult conversations, and sound personnel decisions.
• Ability to work a flexible schedule, including weekends, holidays, and varying hours (365‑day operation).
• Proven record of improving financial results: growing revenue against goals and managing budgets, labor, and expenses.
• Proficiency with Microsoft Office (especially Excel) and with scheduling, timekeeping, CRM, and point‑of‑sale systems.
• Meaningful knowledge of animal care, canine behavior, and safe handling, and a genuine love for pets and the people who care for them.
• Valid driver's license
• Physically able to work on your feet throughout the facility and lift up to 50 pounds.

Responsibilities

• Lead daily operations across boarding, daycare, grooming, training, and customer experience.
• Set, communicate, and enforce SOPs and service standards, incl. cleanliness and sanitation.
• Match staffing and capacity to demand and address gaps during peak periods and emergencies.
• Champion pet safety with consistent care, handling, and supervision standards.
• Assess risk and document incidents to strengthen procedures and decision‑making.
• Coach the team on animal welfare, canine behavior, and injury prevention.
• Recruit, hire, train, and develop the team, growing leaders through coaching and succession planning.
• Build a culture of trust, recognition, and Pack Spirit where concerns are raised and morale stays high.
• Own the guest experience from first call to pickup, resolving concerns promptly to earn loyalty.
• Drive revenue growth by filling capacity, increasing service utilization, and cross‑selling services.
• Balance guest requests with policies and each pet's needs.
• Maintain vendor and partner relationships.
• Own the resort's financial results: set revenue and profit goals, manage labor, supplies, and expenses.
• Set KPIs, track them, and use reports to drive action plans.

Skills

Management experience

Staff leadership

Excel & scheduling systems

Customer service focus

Animal care knowledge

Driver's license

CRM & POS systems

Tools

Excel

Scheduling software

CRM systems

POS systems

Job description

Holiday Barn Pet Resorts in the Richmond region seeks a hands‑on Resort Manager to unite boarding, daycare, grooming, training, and guest services under our standards of excellence.

You will lead daily operations, develop staff into leaders, and drive revenue while maintaining the highest standards of pet safety and guest experience. This role requires a flexible schedule and a proven track record in multi‑department hospitality or animal care settings.