Resort Manager

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

Lead the Operation. Develop the Pack. Create Joy.

At Holiday Barn Pet Resorts, we're more than a pet care facility - we're a team committed to exceptional hospitality, outstanding pet care, and a positive experience for every guest, pet, and Pack member.

We want a competitive, results-driven Resort Manager to run one of our premier pet resorts as if it were their own business. You'll unite boarding, daycare, grooming, training, and customer experience under our standards of excellence, build strong leaders, protect every pet in our care, and grow the resort's revenue and profitability year over year. You're motivated by achieving on our goals.

What You'll Lead

1. Facility Operations & Operational Excellence

• Lead daily operations as the central point of accountability across boarding, daycare, grooming, training, and customer experience.
• Set, communicate, and enforce SOPs and service standards, including cleanliness, sanitation, and the overall guest environment.
• Match staffing, scheduling, and capacity to demand, and act quickly on gaps, bottlenecks, and service breakdowns - especially during peak periods and emergencies.

2. Pet Welfare, Safety & Risk Management

• Champion the safety and well-being of every pet with consistent care, handling, and supervision standards across all departments.
• Assess risk and make informed decisions about individual pets and operational safety; ensure incident are resolved, documented, and used to strengthen procedures.
• Coach the team on animal welfare, canine behavior, safe handling, and injury prevention.
• Recruit, hire, train, and develop the team, growing key pack members into future leaders through coaching, delegation, and succession planning.
• Set clear expectations for department leaders and Pack members, and address performance issues directly.
• Build a culture of trust, recognition, and Pack Spirit where people feel safe raising concerns, morale stays high, and good pack members stay.

4. Guest Experience, Hospitality & Business Growth

• Own the guest experience from first call to pickup, resolving concerns promptly and compassionately to earn loyalty and repeat business.
• Drive revenue growth with department leaders by filling capacity, increasing service utilizations, and cross-selling boarding, daycare, grooming, and training.
• Balance guest requests with our policies and each pet's needs.
• Maintain productive vendor and partner relationships.

5. Financial Performance, KPIs & Business Improvement

• Own the resort's financial results: set ambitious revenue and profit goals, and manage labor, supplies, and controllable expenses to achieve them.
• Set KPIs, track them closely, and hold department leaders accountable for results.
• Use operational reports, scheduling systems, and Excel to spot trends and turn data into action plans - then measure what worked and adjust.

What You Bring

• 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, difficult conversations, and sound personnel decisions.
• Ability to work a flexible schedule, including weekends, holidays, and varying hours (365-day operation)
• A proven record of improving financial results: growing revenue against goals and managing budgets, labor, and expenses.
• Proficiency with Microsoft Office (especially Excel) and with scheduling, timekeeping, CRM, and point-of-sale systems.
• Meaningful knowledge of animal care, canine behavior, and safe handling, and a genuine love for pets and the people who care for them.
• Valid driver's license
• Physically able to work on your feet throughout the facility and life up to 50 pounds.

Who you are: Hands-on, observant, organized, and calm under pressure. You compete to win for our brand, challenge decisions respectfully when something isn't right, and treat confidentiality, compliance, and company resources with care.

What Success Looks Like

• Revenue and profitability grow year over year, with labor and expenses managed to plan.
• Every department runs to the same high standards, with pet safety central to every decision.
• A capable, engaged team with strong department leaders and a bench of future leaders.
• Guests trust us, return, and refer others.

Why Join the Holiday Barn Pack?

Run a premier resort with real ownership and be recognized for the results you deliver. If you lead by example, develop others, and want to make a meaningful impact on pets, guests, and the Pack, we'd love to meet you.