Kritter Kare's Howliday Inn | Columbia, IL Full-Time | $45,000 Base Salary

+ Performance-Based Bonus

+ Benefits

+ Flexible Schedule Position Overview Kritter Kare's Howliday Inn is looking for an experienced people and operations leader to become the right hand to our Owner/CEO and take ownership of the day-to-day operation of our established dog resort. This is first and foremost a management and business operations position . You do not need to come from the pet-care industry. We already have experienced team members and supervisors with strong knowledge of dog care, behavior and safety. What we need is a proven manager who knows how to lead people, develop supervisors, manage labor and business performance, solve problems, deliver exceptional customer service and help a service-based business grow. Our ideal Operations Manager is someone who notices what needs attention and takes initiative. You should be comfortable making decisions independently while also knowing when something needs to be brought to the Owner/CEO. We want someone who will bring ideas to the table, communicate openly, respectfully challenge us when appropriate and take genuine ownership of the success of the operation. This is also a hands-on leadership position . Our Operations Manager isn't hidden away in an office. You'll know what's happening throughout the facility, interact with clients and employees, and be willing to jump in when the team genuinely needs help. At the same time, your primary responsibility is to lead the operation—not become another hourly employee or personally solve every staffing problem. What You'll Be Responsible ForPeople Leadership & Supervisor Development Lead, coach and support our supervisors and team members while creating a culture of accountability, communication and teamwork. Help supervisors become stronger leaders who can confidently manage their own teams and address issues appropriately. Recruit, interview, hire, onboard and retain quality employees. Address employee performance concerns promptly, fairly and professionally. Provide regular feedback, coaching and opportunities for employee development. Create an environment where employees feel supported while maintaining clear expectations and high standards. Daily Operations & Labor Management Take ownership of the day-to-day operation of the facility. Ensure staffing levels are appropriate for occupancy, reservations, workload and revenue. Create and oversee employee schedules while balancing excellent care and customer service with responsible labor management. Work closely with department supervisors to ensure daily responsibilities are completed safely, efficiently and consistently. Identify operational problems, develop solutions and follow through on implementation. Maintain and improve procedures, workflows and quality standards. Oversee inventory, purchasing, vendors and facility needs. Coordinate facility maintenance and respond appropriately when unexpected operational issues arise. Ensure compliance with applicable safety, animal-care and business requirements. Client Experience Maintain an exceptional level of customer service throughout the business. Be visible and comfortable interacting with clients in person, by phone and through electronic communication. Handle escalated client concerns with empathy, professionalism and good judgment. Identify opportunities to strengthen client relationships, retention and referrals. Help ensure our clients feel confident that their dogs are receiving safe, attentive and dependable care. Business Performance & Growth Monitor key operating metrics, including occupancy, labor, expenses and revenue performance. Work closely with the Owner/CEO to identify opportunities to improve efficiency, profitability and business performance. Help develop and implement promotions, client-retention efforts, referral opportunities, community partnerships and other initiatives that can grow the business. Pay attention to what is and isn't producing results rather than simply "doing marketing." Approve employee time for payroll and help monitor labor and expense controls. Communicate regularly with the Owner/CEO regarding staffing, operations, challenges, opportunities and business performance. Working With the Owner/CEO This relationship is an important part of the position. We are looking for someone who can become a trusted right-hand leader to the Owner/CEO. That means communicating openly, bringing problems and potential solutions forward, sharing ideas, accepting feedback and being comfortable offering a different perspective when you believe the business would benefit from it. We do not want to micromanage our Operations Manager. We want someone we can trust to make sound day-to-day decisions, take initiative and run the operation while keeping ownership appropriately informed. Hands-On Leadership Everyone's role matters here. There may be times when the Operations Manager assists at the front desk, helps with check-ins/check-outs, supports a department, interacts with dogs or steps in during an unexpected staffing situation. We expect a leader who is willing to help when needed—but who also understands that good management means developing people, delegating appropriately and solving the underlying problem rather than becoming the permanent solution to every staffing shortage. Schedule & Flexibility This is a full-time salaried leadership position with flexibility based on the needs of the business. Our business volume changes with travel patterns, holidays, occupancy and seasonality. The Operations Manager is trusted to adjust their schedule appropriately based on staffing, reservations and operational needs. This is primarily an on-site position, but we believe in managing to the needs of the business rather than simply sitting in the building to fill hours. During slower periods, when the facility and team are well supported, the Operations Manager may adjust their schedule or complete appropriate administrative responsibilities remotely. In return for that flexibility, we need a manager who is also flexible when the business genuinely needs their leadership. Some early mornings, evenings, weekends and holidays will be necessary, along with reasonable responsiveness to legitimate management issues that occasionally arise outside the manager's normal schedule. What We're Looking For At least 3 years of proven management experience in hospitality, retail, restaurants, veterinary services, pet care or another service-based business. Demonstrated experience leading employees, providing feedback and addressing performance or accountability issues. Experience developing supervisors or team leads strongly preferred. Strong business judgment and an understanding of the relationship between staffing, labor costs, customer demand and revenue. Excellent customer-service and conflict-resolution skills. Strong organizational, communication and problem-solving abilities. Comfortable learning and using scheduling, POS, CRM and other business software. Ability to recognize problems and opportunities and take initiative without waiting to be told what to do. Comfortable working closely with an Owner/CEO while also operating independently. Willingness to learn the operational and safety requirements of a professional dog-care environment. Previous professional pet-care experience is welcome but not required . High school diploma or equivalent required; college education or relevant management training preferred. Must be comfortable around dogs of different breeds and sizes and able to work safely within a professional dog-care environment.

Compensation & Benefits Base Salary:

$45,000 per year In addition to base salary, we offer: Performance-based bonus opportunity Flexible management schedule Opportunity to complete appropriate administrative work remotely during slower periods Health insurance Dental insurance Vision insurance Health Savings Account (HSA) Employee Assistance Program (EAP) Life insurance Paid time off Employee discounts Professional development assistance Paid weekly Most importantly, this is an opportunity for the right person to have real influence and ownership in an established, independent business while working directly with the Owner/CEO to strengthen the team, improve operations and help the business grow.

Pay:

$45,000.00 per year

Benefits:

401(k) Dental insurance Employee assistance program Employee discount Flexible schedule Health insurance Health savings account Paid time off Professional development assistance Vision insurance Application Question(s): Tell us about the largest team you've directly managed. How many employees were on the team, did any supervisors or team leads report to you, and what were you personally responsible for? Give us an example of a time you had to address an employee performance or accountability issue. What did you do, and what was the result? Describe your experience adjusting staffing or labor based on revenue, occupancy, customer demand or business volume. Please give us a specific example if possible. Tell us about something you personally did to increase sales, revenue, client retention or new business. What did you do, and how did you determine whether it worked? Our Operations Manager works closely with the Owner/CEO but is expected to recognize problems, take initiative and make sound decisions independently. Tell us about a business or operational problem you recognized and took the lead in solving. What did you do, and what was the outcome?

Work Location:

In person