Pet Resort GM: Lead Ops, Growth & Guest Experience

Star Valley Veterinary Clinic; Derry (NH); On-site; USD 73,000 - 75,000; Full time

Benefits offered by this job

401(k) Plan with match

Health savings options (HSA/FSA)

Disability & life insurance

Job summary

National Veterinary Associates (NVA) invites a driven General Manager to lead The Barking Dog – Derry resort in Derry, NH. You will own daily operations, guest experience, revenue, and profitability while guiding a diverse team of managers and frontline staff.

You’ll drive a data‑driven business plan, develop leaders, and implement brand standards to deliver exceptional pet care and customer service. This is a high‑impact, growth‑oriented role within a fast‑paced environment.

Qualifications

• High school diploma or equivalent.
• 3 to 5 years of management experience with Profit & Loss responsibility.
• Strong operational leadership and the ability to coach, develop, and hold teams accountable.
• Strong Profit and Loss 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 you are willing to transport a pet in during an emergency.
• Ability to drive change, improve processes, and influence outcomes in a fast‑paced environment.

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

Leadership

P&L management

Operations leadership

Coaching & development

Communication

Education

High school diploma or equivalent

Tools

Microsoft Office

POS systems

Job description

National Veterinary Associates (NVA) invites a driven General Manager to lead The Barking Dog – Derry resort in Derry, NH. You will own daily operations, guest experience, revenue, and profitability while guiding a diverse team of managers and frontline staff.

You’ll drive a data‑driven business plan, develop leaders, and implement brand standards to deliver exceptional pet care and customer service. This is a high‑impact, growth‑oriented role within a fast‑paced environment.