Pet Resort Manager

About the Role

As the Pet Resort Manager, you are a key leader on the Swift Creek Leadership Team. You and the Hospital Manager operate as true partners with a shared, documented plan for how the resort succeeds, aligned to business goals and service standards.

Responsibilities

• Help Drive A smooth, consistent operation that delivers excellent pet care and customer service
• Strong financial performance through revenue growth and cost management
• Team development, engagement, and retention through coaching and accountability

You will model Swift Creek's values and leadership competencies through your daily leadership behaviors, coach and develop Shift Leads and Team Members to build capability and confidence, and recognize strong performance and address concerns promptly, fairly, and consistently.

Leadership and Culture

You will partner with the Hospital Manager to create an engaging workplace culture, maintain operational excellence across pet care, facility standards, cleanliness, and safety, and lead shifts as Manager on Duty to set expectations and inspect results.

Operations and Guest Experience

• Maintain operational excellence across pet care, facility standards, cleanliness, and safety
• Lead shifts 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

Sales, Marketing, and Business Performance

• Support execution of corporate marketing programs and local lead-generation efforts
• Help 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 efforts across social media, website, and email to capture and nurture leads

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 take action on trends and gaps
• Support budgeting, scheduling, and expense management to meet performance expectations

Team and Talent Management

• Partner with the Hospital 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

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 hours per week, including evenings and weekends and Holidays

Preferred qualifications include experience in hospitality, retail, restaurant management, veterinary, or similar service environments, and bilingual skills.

Work Environment

You will be required to 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, and work effectively in a loud environment and respond to client and team needs in real time.

Benefits

• Medical, Dental, Vision insurance
• 401(k) with employer match
• Paid Vacation and Sick Days
• Paid Holidays
• 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
• Pet Benefits