Pet Resort GM: Lead Ops, Growth & Guest Experience

Holiday Barn Pet Resorts; Glen Allen (VA); On-site; USD 85,000 - 110,000; Full time

Job summary

Holiday Barn Pet Resorts in Glen Allen, Virginia seeks a Resort Manager to lead daily operations, unify boarding, daycare, grooming, training, and guest services under our standards. You will build leaders, ensure pet safety, and drive revenue and profitability year over year while maintaining exceptional guest experiences.

You will recruit, coach, and develop a high-performing team, set clear expectations, and uphold SOPs.

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 and difficult conversations.

Responsibilities

• Lead daily operations across boarding, daycare, grooming, training, and guest experience.
• Set, communicate, and enforce SOPs and service standards, ensuring cleanliness and guest environment.
• Match staffing, scheduling, and capacity to demand and address gaps during peak periods and emergencies.
• Coach and develop the team, recruit and retain leaders, and manage performance issues directly.
• Own revenue growth by optimizing capacity and cross-selling services while balancing guest needs and policies.

Skills

People leadership

Budget management

Operations management

Customer service excellence

Vendor relations

Tools

Excel

Job description

Holiday Barn Pet Resorts in Glen Allen, Virginia seeks a Resort Manager to lead daily operations, unify boarding, daycare, grooming, training, and guest services under our standards. You will build leaders, ensure pet safety, and drive revenue and profitability year over year while maintaining exceptional guest experiences.

You will recruit, coach, and develop a high-performing team, set clear expectations, and uphold SOPs.