Pet Resort GM: Lead Operations, Growth & Guest Experience

PetSuites; Naperville (IL); On-site; USD 59,000 - 72,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with employer match

HSA and FSA options

Disability coverage

Career growth

Pet-friendly workplace

Job summary

NVA Pet Resorts is hiring a full-time General Manager for PetSuites Naperville in Naperville, Illinois. You will lead a high-performing team, drive revenue growth, manage costs, and deliver exceptional pet care and customer experiences daily.

You’ll own site performance, coach leaders, and ensure adherence to brand standards while building a culture of accountability and continuous improvement across all resort functions.

Qualifications

• High school diploma or equivalent
• 3 to 5 years of management experience with Profit and Loss responsibility
• Strong operational leadership and ability to coach, develop, and hold teams accountable
• Strong P&L management skills
• Proficiency with Microsoft Office and point-of-sale systems
• Availability to work up to 45 to 50 hours per week, including evenings and weekends
• Valid driver’s license, current insurance (including comprehensive and collision), and a vehicle for pet transport in emergencies
• Ability to drive change and improve processes in a fast-paced environment

Responsibilities

• Lead site operations and set high standards for pet care and customer service
• Own resort performance against budget and key metrics (revenue, labor, COGS, expenses, EBITDA)
• Develop and execute data-driven resort plans aligned to company initiatives
• Build a sales-driven marketing approach and local market plans
• Hire, onboard, train, and retain a high-performing team across front- and back-of-house
• Ensure safety, facility standards, cleanliness, inventory control, and policy compliance
• Manage shift coverage and act as Manager on Duty as needed
• Provide coaching and performance feedback aligned to policy

Skills

Leadership

P&L management

Coaching / team development

Operations management

Customer service excellence

Education

High school diploma or equivalent

Tools

Microsoft Office

POS systems

Job description

NVA Pet Resorts is hiring a full-time General Manager for PetSuites Naperville in Naperville, Illinois. You will lead a high-performing team, drive revenue growth, manage costs, and deliver exceptional pet care and customer experiences daily.

You’ll own site performance, coach leaders, and ensure adherence to brand standards while building a culture of accountability and continuous improvement across all resort functions.