Pet Resort GM: Lead Ops, Team & Guest Experience

National Veterinary Associates, Inc.; Norwalk (CT); Hybrid; USD 70,000 - 75,000; Full time

Benefits offered by this job

401(k) with employer match

HSA plan

FSA

Pet-friendly workplace

Career growth

Job summary

NVA Pet Resorts, part of National Veterinary Associates, seeks a General Manager for the Pooch Hotel Norwalk resort in Norwalk, Connecticut. You will lead day-to-day operations, drive revenue, manage costs, and build a culture of exceptional pet care and customer service.

The role blends hands-on leadership with business ownership, guiding the team to perform, grow, and stay in a fast-paced environment. Competitive benefits and career growth opportunities accompany this position.

Qualifications

• High school diploma or equivalent.
• 3–5 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 POS systems.
• Able to work 45–50 hours per week, including evenings and weekends.
• Valid driver’s license and vehicle to transport a pet in an emergency.
• Ability to drive change and improve processes 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 leadership bench by coaching and growing the Assistant General Manager, Shift Leads, and Team Members.
• Own resort performance against budget and KPIs including revenue, labor, COGS, 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 to capture and nurture leads and track performance.
• Hire, onboard, train, and retain a high-performing team across operations.
• Ensure completion of training and certification programs for all team members.
• Provide consistent feedback and performance management aligned to policy.
• Maintain a strong hiring pipeline to support staffing needs and growth.
• Engage through communication and proactive retention practices.
• Ensure safety, pet care, facility standards, inventory, and compliance.

Skills

Leadership

P&L management

Operations management

Microsoft Office

POS systems

Hours flexibility

Driver's license

Pet care industry

Coaching

Education

High school diploma

Job description

NVA Pet Resorts, part of National Veterinary Associates, seeks a General Manager for the Pooch Hotel Norwalk resort in Norwalk, Connecticut. You will lead day-to-day operations, drive revenue, manage costs, and build a culture of exceptional pet care and customer service.

The role blends hands-on leadership with business ownership, guiding the team to perform, grow, and stay in a fast-paced environment. Competitive benefits and career growth opportunities accompany this position.