General Manager

About the role

If you’re a strong people leader who loves pets and thrives in fast-paced operations, this is a great opportunity to run a high-impact business, build an engaged team, and deliver exceptional experiences for pets and their people. NVA Pet Resorts is hiring a full-time General Manager for our PetSuites Novi resort in Novi, Michigan. In this role, you’ll own overall site performance including operations, guest experience, sales growth, and profitability while leading a team that delivers outstanding pet care and customer service. 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

• 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
• 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
• 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
• 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
• 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