Pet Resort Ops Leader: Grow Teams & Performance

NVA; Newton (MA); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with employer match

HSA and FSA options

Short-term and long-term disability

Pet-friendly workplace

Job summary

NVA Pet Resorts is seeking an Assistant General Manager for the Pooch Hotel Newton in Newton, MA. You will partner with the General Manager to lead daily operations, develop the team, and deliver outstanding care and service to pets and their people.

Responsibilities include managing shifts, driving revenue and cost control, coaching staff, and ensuring safety and cleanliness across the resort. This is a hands-on, full-time leadership role with room for growth within NVA.

Qualifications

• High school diploma or equivalent.
• 2–4 years of customer service experience; leadership experience is a plus.
• Strong communication skills and comfort leading teams in a hands-on environment.
• Proficiency with Microsoft Office and POS systems.
• Willingness to work up to 45–50 hours per week, including evenings and weekends.
• Valid driver’s license, current insurance, and a vehicle for pet transport in emergencies.

Responsibilities

• Lead Resort Leadership Team as a partner with the General Manager.
• Manage day-to-day operations and drive a smooth, high-quality guest experience for pets and clients.
• Oversee staffing, scheduling, and adherence to labor guidelines.
• Coach Shift Leads and Team Members to build capability and drive engagement.
• Maintain safety, cleanliness, and facility standards across the resort.
• Monitor KPIs, budgets, and performance trends and take corrective action.

Skills

Leadership

Team management

Communication

Customer service

Coaching

Education

High school diploma or equivalent

Tools

Microsoft Office

POS systems

Job description

NVA Pet Resorts is seeking an Assistant General Manager for the Pooch Hotel Newton in Newton, MA. You will partner with the General Manager to lead daily operations, develop the team, and deliver outstanding care and service to pets and their people.

Responsibilities include managing shifts, driving revenue and cost control, coaching staff, and ensuring safety and cleanliness across the resort. This is a hands-on, full-time leadership role with room for growth within NVA.