Pet Resort GM: Lead Operations, Growth & Team

NVA Pet Resorts; Houston (TX); On-site; USD 58,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with employer match

HSA and FSA options

Disability insurance

Career growth

Pet-friendly workplace

Job summary

NVA Pet Resorts is seeking a General Manager for our PetSuites Kingwood resort in Kingwood, Texas. You will own site performance across operations, guest experience, sales growth, and profitability while leading a team delivering top‑notch pet care and customer service.

The role blends hands‑on operational leadership with business ownership, driving revenue, managing costs, and building a culture where teams perform, grow, and stay.

Qualifications

• High school diploma or equivalent.
• 3–5 years of management experience with P&L responsibility.
• Strong operational leadership and the ability to coach, develop, and hold teams accountable.
• Strong Profit and Loss management skills.

Responsibilities

• Lead by example and communicate NVA’s mission, values, and objectives.
• Build a positive, high-accountability culture grounded in leadership competencies and brand excellence.
• Recognize strong performance, coach gaps, and address concerns in a timely and professional way.
• Develop your leadership bench by coaching and growing the Assistant General Manager, Shift Leads, and Team Members.
• Own resort performance against budget and key metrics including revenue, labor, cost of goods sold, expenses, and EBITDA.
• Create and execute a data-driven resort plan aligned to regional and company initiatives.
• Review financial reports and KPIs to identify trends, solve problems, and capture growth opportunities.
• Teach leaders how to understand performance metrics and take the right actions to hit goals.
• Build and execute a comprehensive sales strategy focused on lead generation, conversion, and retention.
• Execute corporate marketing programs and create local market plans to drive demand.
• Develop relationships with local businesses, community groups, and referral sources.
• Use digital channels such as social media, website, and email to capture and nurture leads.
• Track and improve lead performance by optimizing processes and training teams on effective lead capture.
• Hire, onboard, train, and retain a high-performing team across front- and back-of-house operations.
• Ensure completion of required training and certification programs for all team members.
• Provide consistent feedback and performance management aligned to company policy.
• Maintain a strong hiring pipeline to support staffing needs and business growth.
• Build engagement through communication, development opportunities, and proactive retention practices.
• Ensure operational excellence across safety, pet care, facility standards, cleanliness, inventory, and compliance.
• Maintain compliance with OSHA, cash handling, and all operational policies and procedures.
• Ensure appropriate coverage while following scheduling and labor guidelines.
• Lead 1 to 2 shifts per week as Manager on Duty to set expectations, inspect results, and respond to business needs.
• Ensure teams master all resort roles and standards through training, audits, and consistent follow‑through.
• Execute daily audits, enforce checklists, and ensure end‑of‑shift reporting across departments.
• Own action plans for operational hot spots and drive improvements at the resort level.
• Escalate concerns and needs to the Market Leader or Regional Leader as appropriate.

Skills

People leadership

Operations leadership

Profit and loss management

Strategic thinking

Education

High school diploma or equivalent

Tools

Microsoft Office

POS systems

Job description

NVA Pet Resorts is seeking a General Manager for our PetSuites Kingwood resort in Kingwood, Texas. You will own site performance across operations, guest experience, sales growth, and profitability while leading a team delivering top‑notch pet care and customer service.

The role blends hands‑on operational leadership with business ownership, driving revenue, managing costs, and building a culture where teams perform, grow, and stay.