General Manager

NVA Pet Resorts is part of National Veterinary Associates (NVA), one of the largest private owners of veterinary hospitals and pet resorts in North America. We’re committed to creating safe, loving, and fun environments for pets while providing best-in-class service to our clients and a supportive culture for our team members.

About The Role

The General Manager is accountable for the day-to-day operations and overall performance of the resort. You’ll lead through the NVA leadership competencies and brand standards, ensuring a consistent, high-quality experience across pet care, customer service, team development, and business results. This role blends hands-on operational leadership with business ownership. You’ll drive revenue, manage costs, and build a culture where teams perform, grow, and stay.

Responsibilities

• Leadership and Culture
  • Lead by example and communicate NVA’s mission, values, and objectives
  • Build a positive, high-accountability culture grounded in leadership competencies and brand excellence
  • Recognize strong performance, coach gaps, and address concerns in a timely and professional way
  • Develop your leadership bench by coaching and growing the Assistant General Manager, Shift Leads, and Team Members
• Business and Financial Performance
  • Own resort performance against budget and key metrics including revenue, labor, cost of goods sold, expenses, and EBITDA
  • Create and execute a data-driven resort plan aligned to regional and company initiatives
  • Review financial reports and KPIs to identify trends, solve problems, and capture growth opportunities
  • Teach leaders how to understand performance metrics and take the right actions to hit goals
• Sales, Marketing, and Community Growth
  • Build and execute a comprehensive sales strategy focused on lead generation, conversion, and retention
  • Execute corporate marketing programs and create local market plans to drive demand
  • Develop relationships with local businesses, community groups, and referral sources
  • Use digital channels such as social media, website, and email to capture and nurture leads
  • Track and improve lead performance by optimizing processes and training teams on effective lead capture
• Team and Talent Management
  • Hire, onboard, train, and retain a high-performing team across front- and back-of-house operations
  • Ensure completion of required training and certification programs for all team members
  • Provide consistent feedback and performance management aligned to company policy
  • Maintain a strong hiring pipeline to support staffing needs and business growth
  • Build engagement through communication, development opportunities, and proactive retention practices
• Operations And Guest Experience
  • Ensure operational excellence across safety, pet care, facility standards, cleanliness, inventory, and compliance
  • Maintain compliance with OSHA, cash handling, and all operational policies and procedures
  • Ensure appropriate coverage while following scheduling and labor guidelines
  • Lead 1 to 2 shifts per week as Manager on Duty to set expectations, inspect results, and respond to business needs
  • Ensure teams master all resort roles and standards through training, audits, and consistent follow-through
  • Execute daily audits, enforce checklists, and ensure end-of-shift reporting across departments
  • Own action plans for operational hot spots and drive improvements at the resort level
  • Escalate concerns and needs to the Market Leader or Regional Leader as appropriate

Requirements

• High school diploma or equivalent
• 3 to 5 years of management experience, including Profit and Loss responsibility
• Strong operational leadership and the ability to coach, develop, and hold teams accountable
• Strong Profit and Loss management skills
• Proficiency with Microsoft Office and point-of-sale systems
• Availability to work up to 45 to 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 drive change, improve processes, and influence outcomes in a fast-paced environment

Preferred Qualifications

• 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

Benefits

• Medical, Dental, Vision
• 401(k) with employer match
• HSA and FSA options
• Short-term and long-term disability
• 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 $65,000 - $69,000 and is based on applicable experience.