Resort Manager

Pet Paradise; Richmond (VA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Pet Day Camp

Pet Boarding Discount

DailyPay

Vet Care Discount

Adoption Assistance

Fitness Reimbursement

Paid Time Off

401(k) Match

Health Insurance

Job summary

Pet Paradise's Richmond Resort in Virginia is seeking a Resort Manager to lead daily operations, staff oversight, customer experience, and sales performance, with a focus on pet care and safety.

The role requires 3–5 years in a management role overseeing 20-30 employees; Bachelor's or Associate’s degree preferred; strong leadership, scheduling, budgeting, and veterinary care awareness with onsite weekend/holiday coverage.

Qualifications

• 3–5 years of management experience over 20–30 staff
• Bachelor’s or Associate’s degree (or equivalent) preferred
• Strong leadership, communication and collaboration skills
• Experience interviewing, hiring, evaluating and performance management
• Leadership experience in animal care, retail, hospitality or similar

Responsibilities

• Lead resort team through daily operations ensuring standards of conduct, cleanliness, and safety
• Manage staffing: schedules, labor budgets, payroll, hiring and terminations
• Train and coach team members per company policies and procedures
• Develop staff through leadership programs and performance reviews
• Maintain communication with resort, regional and corporate teams
• Monitor customer service metrics and address service gaps
• Oversee budgeted costs, inventory, and supplier coordination
• Handle customer escalations and ensure smooth front/back of house operations

Skills

Team leadership

Staff scheduling

Hiring & training

Customer experience

Budgeting

Operations management

Education

Bachelor’s degree

Associate’s degree

Tools

Microsoft Office

Job description

WE ARE PET PEOPLE!

At Pet Paradise, team members ensure that our furry friends get extra loving care and focused attention while playing and staying with us in a safe and entertaining environment. Dog boarding is just the start of what we do! The relationship you build with pets and their parents makes going to work fun and rewarding, and the perks and benefits we offer are top notch. If you have a pet of your own, they can enjoy complimentary Pet Day Camp and Boarding, as well as discounts on grooming and veterinary care at all of our locations and clinics.

We are currently looking for a Resort Manager to lead our Richmond Resort in location in Virginia.

The Resort Manager will lead the daily operations of the resort, including staff oversight, customer experience, sales performance, and focusing on our pet guests’ care and safety.

ESSENTIAL FUNCTIONS OF OUR RESORT MANAGER ROLE INCLUDE:

• Leading the resort team through daily operations by maintaining standards of conduct, cleanliness, and safety
• Managing resort staffing by creating schedules, communicating staffing needs, adjusting schedules based on customer volume, adhering to labor budgets, and submitting timely payroll
• Evaluating staffing levels, opening necessary requisitions, interviewing and providing candidate feedback, and overseeing resort hiring and terminations
• Training and coaching resort team members based on company standards, policies, and procedures, delivering feedback in a constructive manner and promoting a collaborative environment
• Recognizing talented team members and developing them for growth within the company through our internal leadership development programs
• Keeping a high-level of communication through resort, regional, and corporate teams regarding resort operations and partnering with maintenance crew on any building or facility issues
• Ensuring resort’s compliance with all operational, safety, and related reporting protocols
• Maintaining excellent customer service metrics such as NPS (Net Promoter Score) and reviews on Google and social media
• Utilizing financial tools and analyzing financial reports to identify and address trends and issues in sales and performance
• Managing labor and other resort costs, including but not limited to maintaining an appropriate supply inventory, while adhering to pre-established budgets
• Calling customers before and after reservations and handling resort-level customer escalations
• Organizing and maintaining policies and procedures for both back-of-house and front-of-house operations
• Assisting new and current team members in completing their required courses and training guides, while also providing ongoing coaching and development
• Preparing and delivering annual performance reviews to team members on a timely basis
• Staying on top of email, phone, and other forms of operations, veterinary, and corporate communication, disseminating information to resort team as needed
• Maintaining 5-day workweeks (which currently run Monday-Sunday) onsite at the resort, with no more than 3 consecutive “off” days from week to week
• Working onsite at the resort at least 3-4 weekend days per month and on holidays

QUALIFICATIONS TO BE A RESORT MANAGER:

• 3-5 years of experience in a management role overseeing at least 20 to 30 employees
• Bachelor’s or Associate’s degree (or equivalent) is preferred
• Strong leadership, communication, and collaboration skills, including the ability to manage, train, guide, and motivate employees
• Prior experience with interviewing, hiring, evaluating candidates, and assessing employee performance
• Previous leadership experience in animal care, retail, restaurant, hospitality operations, or similar
• Excellent organizational, time management, prioritization, and multitasking skills
• Skilled with common computer software, including Microsoft Office Suite (Outlook, Word, Excel)
• Comfortable being around dogs of all sizes and physically able to lift up to 60 lbs
• Flexibility to resort schedule needs including days, night, weekends, holidays, and peak times
• Valid driver’s license and working motor vehicle

Check out our Perks & Benefits!

• Complimentary Pet Day Camp – Bring your dog with you to work!
• 30 Days of Complimentary Pet Boarding (non-holidays)
• On-demand pay with DailyPay
• Discounted Veterinary Care and Grooming Services (per location)
• Dog/Cat Adoption Assistance
• Fitness Reimbursement
• Paid Time Off
• 401(k) with company match
• Health (with company-funded HSA option), Dental and Vision Insurance

ABOUT PET PARADISE

Pet Paradise's full-service pet care destination is dedicated to giving pet parents access to all the premium care they need to give their furry family member the happiest, healthiest, longest life possible. The Pet Paradise brand has grown to offer resort-style pet day camp and care, professional pet grooming, low-stress and high-quality veterinary care, and of course, overnight boarding that feels like home, all under one roof. Located in ten states with more than 60 locations in operation or under development, Pet Paradise continues to expand in the United States.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER. Company Policy, Federal and State Laws Forbid Discrimination Because of Age, Color, Race, Religion, Sex, Disability, Sexual Orientation or National Origin