Resort Manager

Holiday Barn Pet Resorts; Richmond (VA); On-site; USD 70,000 - 110,000; Full time

Job summary

Holiday Barn Pet Resorts in the Richmond region seeks a hands‑on Resort Manager to unite boarding, daycare, grooming, training, and guest services under our standards of excellence.

You will lead daily operations, develop staff into leaders, and drive revenue while maintaining the highest standards of pet safety and guest experience. This role requires a flexible schedule and a proven track record in multi‑department hospitality or animal care settings.

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, difficult conversations, and sound personnel decisions.
• Ability to work a flexible schedule, including weekends, holidays, and varying hours (365‑day operation).
• 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 lift up to 50 pounds.

Responsibilities

• Lead daily operations across boarding, daycare, grooming, training, and customer experience.
• Set, communicate, and enforce SOPs and service standards, incl. cleanliness and sanitation.
• Match staffing and capacity to demand and address gaps during peak periods and emergencies.
• Champion pet safety with consistent care, handling, and supervision standards.
• Assess risk and document incidents to strengthen procedures and decision‑making.
• Coach the team on animal welfare, canine behavior, and injury prevention.
• Recruit, hire, train, and develop the team, growing leaders through coaching and succession planning.
• Build a culture of trust, recognition, and Pack Spirit where concerns are raised and morale stays high.
• Own the guest experience from first call to pickup, resolving concerns promptly to earn loyalty.
• Drive revenue growth by filling capacity, increasing service utilization, and cross‑selling services.
• Balance guest requests with policies and each pet's needs.
• Maintain vendor and partner relationships.
• Own the resort's financial results: set revenue and profit goals, manage labor, supplies, and expenses.
• Set KPIs, track them, and use reports to drive action plans.

Skills

Management experience

Staff leadership

Excel & scheduling systems

Customer service focus

Animal care knowledge

Driver's license

CRM & POS systems

Tools

Excel

Scheduling software

CRM systems

POS systems

Job description

Resort Manager - Midlothian

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.
3. People Leadership, Culture & Talent Development
   • 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.

Holiday Barn Pet Resorts is an equal opportunity employer and a drug-free workplace. Employment decisions are made in accordance with applicable federal, state, and local laws. Any offer of employment is contingent upon the successful completion of a pre-employment drug screening and background check. Employment is conditional upon satisfactory results of both screenings, consistent with applicable federal and Virginia law.