Pet Resort Manager

Job Description

The Resort Manager (RM), Back of House (BOH) is responsible for supporting the operational and financial goals of Pet Care Plus. This person will work with the General Manager and other leadership to achieve company goals while remaining aligned with Pet Care Plus’s vision and brand. The RM manages the BOH day-to-day operations, guiding the daily tasks of all employees, and ensuring that company labor is efficient and effective to provide exceptional care and service to our pets and their parents. As with any leader, they should be ready to assist in the kennel or other departments as needed.

Responsibilities

The RM is responsible for daily oversight of the supervisory team and their direct reports; overseeing all daily tasks are completed and signed off, developing rapport with pet parents and communicating with the team. This position will ultimately be responsible for hiring, training, developing, evaluating and terminating the BOH staff.

The RM is expected to be knowledgeable of the dogs in their care and to ensure the safety of all guests. This person supervises and works directly with other management to ensure that everything in the kennel and FOH is running smoothly, and that all dogs are being taken care of properly.

Resort Managers lead by example in all areas of work and are expected to effectively communicate, nurture a collaborative and positive team environment, understand all aspects of service delivery and be able to think critically to effectively trouble-shoot day-to-day challenges (anticipated and unexpected).

Specific Responsibilities

• Review, learn and track BOH activities to achieve the organizational goals and targets as set forth by the senior management team.
• Review, learn and assist with tracking BOH activities to ensure efficient collaboration between the FOH and BOH to meet client requests and business needs.
• Learn the differentiating FOH RM duties so that full collaboration and cooperation can be achieved, as well as to assist with covering other management during time away.
• Assist with metric reporting on a regular and consistent basis (daily, weekly, monthly, quarterly, annually).
• Assist in marketing activities as needed as they relate to overall strategy and organizational targets, including finding cost savings/efficiencies, recommending promotions, advertising, festival attendance, event hosting, sponsorship, etc.
• Collaborate with the senior management team to review and develop operational policies and procedures to ensure job knowledge, high levels of safety and excellence in client services.
• Promote a culture that reflects the organization’s values, encourages and rewards high performance and strives for excellence.

Essential Duties

• Manage and supervise the daily duties and responsibilities of the BOH team to ensure the effective operation of the resort; learn each functional area of the BOH.
• Hire and onboard new BOH team members and conduct quarterly reviews/job feedback sessions for your direct reports.
• Provide feedback to senior leadership and make recommendations for improvement.
• Evaluate team lead performance on a regular basis. Consult with supervisors to gain feedback on staff performance.
• Assist with ensuring the company remains in compliance with employment and labor requirements.
• Handle staff scheduling, assist with input for payroll processing, and monitor labor expense.
• Approve and track vacation requests ensuring proper coverage based on anticipated needs, especially during peak periods.
• Trouble-shoot last-minute scheduling changes and monitor overall staffing levels to ensure safety and high levels of customer service.
• Participate in the management on-call rotation.
• Effectively communicate serious employee conflicts, employee disciplinary issues, and client issues.
• Assist with delivering the company’s training and employee development project(s).
• Monitor boarding dogs and recommend possible up-sell opportunities (e.g. food add-ons, nail trims, baths, etc.).
• Monitor the BOH daily to note any maintenance needs and communicate needs to the DOO.
• Present to the DOO any major capital needs that exceed regular maintenance budget.
• Promote and enforce operational processes, procedures, and policies.
• Oversee staff to ensure the smooth operation of their departments:
• Inspect the BOH multiple times a day to ensure cleanliness and odor control.
• Ensure all checklists are signed off on daily by all the team members assigned to utilize them.
• Ensure additional services are being provided as needed.
• Assist in the prompt follow-up of all online reviews and social media chats.
• Address any BOH animal incidents and speak with clients regarding health/behavior issues as needed.
• Ensure the timely ordering of any BOH supplies by submitting purchase requests so that staff have the resources to complete their jobs as expected.
• Function as back-up in various roles during staff shortages as needed.

Requirements

• Operations Management and Supervisory skills
• Customer service and problem-solving skills
• Excellent written and verbal communication skills
• Knowledge of animal behavior and health
• Ability to work in a fast-paced environment
• 3+ years of pet industry experience (Experience in a pet resort is a plus)
• Bachelor's degree in Business Administration or a related field is preferred

Benefits:

• 401(k) matching
• Dental Insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Paid training
• Vision insurance

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