Assistant General Manager

About the Role

As an Assistant General Manager at NVA Pet Resorts, you will 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 at the PetSuites Atascocita resort in Atascocita, Texas. You will be a key leader on the Resort Leadership Team, sharing a documented plan for resort success aligned to business goals and service standards.

Responsibilities

• Leadership and Culture: Model NVA values and leadership competencies; coach and develop Shift Leads and team members; recognize strong performance and address concerns promptly; partner with the General Manager to create an engaging workplace culture.
• Operations and Guest Experience: Maintain operational excellence across pet care, facility standards, cleanliness, and safety; lead 1–2 shifts per week as Manager on Duty; ensure effective staffing and shift execution; resolve customer concerns with empathy and professionalism; train teams on resort tasks and operating standards; execute daily audits, checklists, and end‑of‑shift reporting.
• Sales, Marketing, and Business Performance: Support corporate marketing programs and local lead‑generation efforts; drive proactive lead management and conversion tactics to grow memberships and services; build relationships with local businesses, community groups, and referral sources; support digital outreach across social media, website, and email; track lead activity and results to improve conversion and overall performance.
• Financial and Performance Management: Help 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 act on trends and gaps; support budgeting, scheduling, and expense management; develop Shift Leads’ understanding of performance metrics.
• Team and Talent Management: Partner with the General Manager on recruiting, hiring, onboarding, and training; ensure completion of required training and certification programs; support performance management through clear expectations, timely feedback, and corrective action; maintain a pipeline of qualified talent and promote retention through engagement practices; address team member concerns promptly and respectfully.

Qualifications

• 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 45–50 hours per week, including evenings and weekends.
• Valid driver’s license, current insurance (including comprehensive and collision), and a vehicle you are willing to transport a pet in during an emergency.
• Ability to support and influence workplace change and improvement.
• 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 10–12 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.

Benefits

• Medical, dental, and vision insurance.
• 401(k) with employer match.
• HSA and FSA options.
• Short‑term and long‑term disability coverage.
• Accident, hospital indemnity, and critical illness plans.
• Career growth within a rapidly expanding organization.
• A workplace where pets are part of the family.

Pay

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