General Manager - Pet Resort Operations

Job description General Manager, Pet Resorts, National Veterinary Associates (NVA) Are you a proven leader who knows how to drive revenue, develop high-performing teams, and deliver exceptional guest experiences? We are looking for a General Manager to take full ownership of resort performance — from sales growth and EBITDA to team development, operational excellence, and community presence. This is not a desk role. This is a hands-on business leadership position. Who We Are NVA Pet Resorts is part of National Veterinary Associates (NVA) — the largest private owner of veterinary hospitals and pet resorts in North America, with 1,300+ locations. We compete in an $8B+ and rapidly growing industry as pet parents continue to invest in premium care for their family members. Our mission is simple Create safe, fun, and loving environments for pets while providing exceptional experiences for our clients and team members.

The Role:

Business Leader & Culture Driver As General Manager, you are the CEO of your resort. You are responsible for Achieving revenue and EBITDA goals Building and developing a strong leadership team Creating a sales-driven, service-focused culture Delivering operational excellence and pet safety Growing your presence in the local market You own the results — and the strategy to achieve them. What You'll Lead Financial & Business Performance Full P&L accountability Data-driven action planning to achieve budget and growth targets Labor, expense, and productivity management KPI analysis (leads, conversion, occupancy, average ticket, retention) Execution of corporate and local marketing strategies Sales & Market Leadership Build a proactive lead generation strategy Drive tours, memberships, and service utilization Develop community partnerships and referral sources Champion a resort-wide selling culture Analyze performance and adjust strategy to maximize growth Team Development Hire, develop, and retain high-performing leaders and team members Coach your Resort Manager and Shift Leads to own their departments Create a culture of accountability, engagement, and recognition Deliver consistent performance management and feedback Maintain a strong staffing pipeline Guest & Pet Experience Set and uphold the standard for client service and pet safety Personally step in to resolve high-level guest concerns Ensure the resort consistently delivers brand excellence Operational Excellence Maintain facility, safety, and sanitation standards Ensure compliance with all company policies and procedures Lead by example as Manager on Duty each week Drive execution of audits, checklists, and action plans What We're Looking For We are seeking a leader who is: Financially and operationally driven A strong people developer and culture builder Comfortable holding a team accountable to high standards Sales-minded and growth-focused Data-driven and action-oriented Active and visible on the floor Required Experience 3-5+ years of management with P&L responsibility Proven success in driving revenue and developing teams Experience in hospitality, retail, restaurant, veterinary, or multi-service environments preferred You must be able to: Work a flexible schedule including weekends and holidays Be physically active in a fast-paced resort environment Transport a pet in case of emergency Why You'll Love Working Here Competitive salary: Medical, Dental, Vision 401(k) with employer match

HSA & FSA

options Short-term & long-term disability, Accident, hospital indemnity, and critical illness plans Career growth within a rapidly expanding company A workplace where pets are part of the family Equal Opportunity Employer NVA Pet Resorts is an Equal Opportunity Employer committed to building a diverse and inclusive workplace. At Pooch Hotel, we're so much more than a dog kennel. We love looking after your four-legged family member. We also offer doggie daycare, training, and a dog grooming salon, so your pet's entire experience is like a luxury vacation at a resort.

Pay:

Starting at $70000.00 / year Pay Bonus pay

Benefits:

Health insurance Dental insurance Vision insurance Paid time off Life insurance 401(k) 401(k) matching Employee discount Paid training Flexible schedule Disability insurance

Job Type:

fulltime Schedule Monday to Friday Weekend availability

Holidays Education:

High school degreeWork location: On-site Keywords maintenance-repair-and-operations-mro ebitda operational-excellence environment-health-and-safety-hsse state-local-municipal planning-and-forecasting electrical-engineering-and-planning planning-and-design performance-indicator testing-and-analysis local-marketing marketing-strategy lead-generation lead-generation-campaign sales-leads lead-generation-services monitor-and-analyze-performance training-and-development lift-and-shift performance-management staffing water-and-sanitation compliance policies-and-practices audits holidays-seasonal-events ecology-environment health-savings-account-hsa health-savings-accounts-hsa flexible-spending-accounts-fsa medical-facilities-services bonus-payments health-insurance dental-insurance vision-care vision-insurance time-and-attendance paid-time-off life-insurance employee-discounts training-certification education-training disability-insurance