General Manager

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.

Responsibilities

• 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
• Drive revenue, manage costs, and build a culture where teams perform, grow, and stay
• 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
• Lead through the NVA leadership competencies and brand standards
• Teach leaders how to understand performance metrics and take the right actions to hit goals
• Build 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
• 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
• 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
• 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

Qualifications

• Bilingual skills

Preferred Experience

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

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 $60,000 - $65,000 and is based on applicable experience.

Schedule

Availability to work up to 45 to 50 hours per week, including evenings and weekends.