Assistant General Manager

About the role

As an Assistant General Manager, you are a key leader on the Resort Leadership Team. You and the General Manager operate as true partners with a shared, documented plan for how the resort succeeds, aligned to business goals and service standards. You’ll help drive a smooth, consistent operation that delivers excellent pet care and customer service, strong financial performance through revenue growth and cost management, and team development, engagement, and retention through coaching and accountability.

Responsibilities

• Model NVA values and leadership competencies through your daily leadership behaviors
• Coach and develop Shift Leads and Team Members to build capability and confidence
• Recognize strong performance and address concerns promptly, fairly, and consistently
• Partner with the General Manager to create an engaging workplace culture
• Maintain operational excellence across pet care, facility standards, cleanliness, and safety
• Lead 1 to 2 shifts per week as Manager on Duty to set expectations and inspect results
• Ensure effective staffing and shift execution while following scheduling and labor guidelines
• Resolve customer concerns with empathy, professionalism, and a solutions mindset
• Ensure teams are trained and proficient across all resort tasks and operating standards
• Execute daily audits, checklists, and end-of-shift reporting across departments
• Support execution of corporate marketing programs and local lead-generation efforts
• Help drive proactive