Assistant General Manager

About the role

Do you love pets, people, and leading teams? Are you energized by building a great culture, driving results, and growing your career in operations leadership? NVA Pet Resorts is looking for a hands-on full-time Assistant General Manager to help lead our Pooch Hotel Newton resort in Newton, Massachusetts.

Responsibilities

• Partner closely with the General Manager to run day-to-day operations, develop the team, and deliver outstanding care and service to pets and their people.
• 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.
• 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.
• Build relationships with local businesses, community groups, and referral sources.
• Support digital outreach efforts across social media, website, and email to capture and nurture leads.
• Track lead activity and results to improve conversion and overall performance.
• Implement and execute the resort’s data-driven plan tied to KPIs and budget targets.
• Review key performance indicators (sales, leads, conversion, labor, expenses, customer satisfaction) and take action on trends and gaps.
• Support budgeting, scheduling, and expense management to meet performance expectations.
• Develop Shift Leads’ understanding of performance metrics so they can make informed decisions.
• Partner with the General Manager on recruiting, hiring, onboarding, and training.
• Ensure completion of required training and certification programs for all team members.
• Support performance management through clear expectations, timely feedback, and corrective action when needed.
• Maintain a pipeline of qualified talent and support strong retention through engagement practices.
• Address team member concerns in a timely, respectful, and solutions-focused way.

Qualifications

• A high school diploma or equivalent.
• 2 to 4 years of customer service experience (leadership experience is a plus).
• Strong communication skills and comfort leading teams in a hands-on environment.
• Proficiency with Microsoft Office and point-of-sale systems.
• Availability to work up to 45 to 50 hours per week, including evenings and weekends.
• A valid driver’s license, current insurance (including comprehensive and collision), and a vehicle you are willing to transport a pet in during an emergency.

Preferred Experience

• In hospitality, retail, restaurant management, veterinary, or similar service environments.
• Bilingual skills.

Work Environment

• Stand and move throughout the resort for extended periods (up to 10 to 12 hours per day).
• Lift up to 50 pounds for short distances and carry up to 25 pounds for longer distances.
• Work effectively in a loud environment and respond to client and team needs in real time.
• Bend, stoop, and reach as needed to support pet handling, customer service, and facility cleanliness.
• Maintain a professional image through dress, demeanor, and communication.

Pay

The salary range for this position is $48,000 - $55,000 and is based on applicable experience.

Schedule

Deadline To Apply: July 31st, 2026