Job Summary:
The General Manager of a Pawville Resort will drive revenues and profits by leading a team that provides appealing and high-quality pet care services as well as exploring opportunities to add value to the business. The individual encourages team building, recognition and accomplishes company goals by utilizing entrepreneurial skills - accepting ownership for Resort performance, pet and human safety, team engagement, and customer satisfaction.
Essential functions and responsibilities:
- Team Leadership and Managing Others
- Responsible for managing team, training, coaching, scheduling, and ensuring the integrity of the Pawville culture and work environment.
- Communicate regularly and effectively with team members; hold team meetings and one-on-one check-ins; receive feedback on improving the level of service as well as team member satisfaction.
- Acknowledge team member accomplishments; verbal and written recognition through communication platforms, provide “shout outs” during staff meetings, and through monthly team member appreciation events.
- Successfully coach and manage team member performance; participate in annual performance review and merit cycle; address performance concerns through proper coaching and corrective action processes.
- Ensure team adherence to all Pawville standards of conduct, work rules and policies, protocols and procedures, and safety standards.
- Financial Success Responsibility
- Maintain accurate inventory and cost controls; ensuring cost control without compromising quality.
- Meet Resort financial objectives by maintaining financial literacy, maintaining cost control, effective team member scheduling, and promoting cross sales and business to business partnerships within the Resort and community.
- Partner with Marketing Manager and Junior Marketing Associates to attract customers by developing and implementing marketing, advertising, public and community relations programs; evaluating program results; identifying and tracking changing demands.
- Ensure accurate financial transaction records through point of sale; maintain register, properly complete cash drops.
- Build and maintain brand competitive presence in the community; identify and evaluate local competitors; suggest sales and service indicatives to stand out above the competition and promote Resort financial success.
- Commitment to Health and Safety
- Ensure humane treatment of all animals for all service offerings; enforce company pet sick care policies; adhere to Pawville standards of pet care and safety.
- Maintain safe, secure, and healthy facility environment by establishing, following, and enforcing sanitation standards and procedures; complying with health and legal regulations.
- Maintain high standards of cleanliness at all times; ensure compliance with daily, weekly, and monthly cleaning tasks.
- Work with maintenance partners to fix any damaged equipment, furniture, or fixtures in a timely manner.
- Ensure that Resort assets (people, pets, and property) are treated with respect and care; maintain Resort security systems and key inventory.
- Commitment to Outstanding Customer Services
- Be a brand champion; conduct yourself in a manner that is in the best interest of Pawville, customers, and Resort Team Members.
- Build effective relationships with customers; encouraging team members to foster genuine and personal interaction with every customer.
- Encourage feedback and reviews, responding as appropriate; respond to and handle all customer concerns or complaints.
- Promote Pawville presence in the community through outreach with local pet organizations, partnering with industry related businesses, establishing relationships with building owners and management companies.
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Qualifications:
- Excellent interpersonal, team building, and customer service skills.
- Excellent problem-solving, organizational, and time management skills.
- Excellent organizational skills and attention to detail.
- Proficiency with budget management preferred.
- Proficient with common computer, scheduling, and point of sales software required.
- Excellent verbal and written communication skills.
- Ability to manage team members, prioritize tasks and to delegate them when appropriate.
- Ability to function well in a high-paced and at times stressful environment.
- Ability to comfortably interact and handle dogs of varying sizes/weights, breeds, and in varying group sizes.
Education and Experience:
- High school diploma or equivalent.
- Associate or bachelor's degree preferred.
- Customer service or sale experience preferred.
- Managerial and leadership experience required; management experience in pet related or service sales environment preferred.
Physical Requirements: Pawville Team Members routinely perform the following physical demands. All Pawville Team Members are expected to perform these physical requirements with or without reasonable accommodation.
- Stand and/or walk for up to 6 hours without a break.
- Kneel, bend, squat, and twist their body.
- Repetitive hand and arm movement; reach, grab, pull, and push objects.
- Perform duties in an environment with loud sounds from animals and smells from pet waste and cleaning chemicals.
- Perform work both indoors and outdoors; experiencing temperature changes according to season, building heating and cooling, and weather.
- Lift up to 50lbs with or without assistance.
