PetSuites in Louisville, KY is looking for General Resort Manager to join our team.
PetSuites is an upscale Pet Resort and Spa featuring boarding, daycare, and grooming services to dogs and cats. Our focus is always treating pets (and our people, be they clients or employees) as we would want to be treated. We are a bustling pet resort that offers many of the comforts of home as well as the ability to customize each pet?s stay to best accommodate his/her needs. It is our goal to be THE vacation destination for pets in the Louisville area. Our PetSpa offers a complete menu of grooming and bathing services for both dogs and cats, and we offer doggy daycare 7 days a week. PetSuites is an industry leader with over 16 years of experience. We are a growing company that is founded on the principles of treating pets and their people well. We offer a unique work environment and competitive compensation.
This position includes a flexible schedule with the ability to work 4 (10 hour) days, many weekends, and holidays IS A MUST. This position includes both the management of, and hands on involvement in the pet care, customer service, and grooming departments. Some relocation costs may be paid by PetSuites.
Some responsibilities of this position include:
Human Resources including employee retention, hiring/termination, payroll, employee evaluations, corrective actions, etc
Promoting and providing exceptional customer service for both pet owners and their pets.
Management of overall day-to-day operations of a busy, successful pet resort including maintenance, upkeep, organization, and cleanliness of the resort.
Scheduling for 30+ employees, resort inventory, control/supply ordering.
Overnight and long term boarding for dogs and cats.
Doggy daycare 7 days a week.
Full service Pet spa including grooming and bathing for dogs.
Customized playtimes for all personalities.
Hours of operation 6:30am-8pm Monday-Sunday.
PetSuites uses top of the line cleaning equipment. Smelling is believing.
Louisville, Kentucky's largest city, sits on the Ohio River along the Indiana border. Every May, its race course Churchill Downs hosts the Kentucky Derby, a renowned horse race whose long history is explored at the Kentucky Derby Museum. Baseball is celebrated at the Louisville Slugger Museum and Factory, where Major League bats are produced and a giant baseball "slugger" marks the entrance.
The General Resort Manager is a leader and an integral member of the General Resort management team. The General Resort Manager partners with the Regional Director to provide a smooth and profitable operation by driving revenue and managing costs while creating a resort culture based on high quality guest care and exceptional customer service.
Job Duties and Responsibilities
Leadership and Planning
Creates the resorts schedule and manages labor costs to budget.
Participates in the weekly, monthly and annual planning and budget maintenance process.
Establishes goals for the resort and staff.
Acts as a champion for change and identifies, documents, shares, and promotes best practices.
Plans and leads employee meetings.
Oversees employee benefits program and resort insurance plans.
Educates employees on resorts financial policies and procedures, and client compliance program responsibilities.
Develops and implements resort policies
Performs quality checks and reviews of client files.
Manages vendor relationships.
Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues.
Oversees staffing needs including hiring, training, disciplining and terminating as required.
Recruits new employees and participates in the selection process.
Completes employee orientation, training and performance appraisals.
Coaches and mentors employees and identifies continuous learning and skill building needs.
Implements performance-based incentive and rewards and recognition programs.
Mediates conflict and maintains employee morale.
Manages front office staff including grooming and boarding staff.
Drives client visits through strategic client communication and local marketing efforts (i.e. Community).
Trains staff on client service initiatives and uses client visit growth best practices.
Demonstrates and reinforces the highest level of client service.
Manages client relationships; effectively resolves client issues and escalations.
Oversees client follow-up procedures, including reminders and call backs.
Utilizes client service initiative measurements to evaluate resort and staff performance.
Ensuring payroll is accurately completed and submitted for all resort staff.
Manages accounts receivable.
Reconciles daily cash and monitors the petty cash.
Continually drives revenue and manages costs to budget.
Performs invoice audit reviews.
Manages inventory and oversees the semi-annual inventory process.
Controls all facility and administrative costs.
Utilizes and implements the NVA Incentive Bonus Plan to meet hospital goals.
Qualifications: Knowledge, Skills, and Abilities
Supervisory and leadership experience.
Multi-functional operations including budget and labor management.
Customer service and marketing techniques.
HR policies and protocol development.
Staff management including: coaching, development, performance appraisals, and resolution management.
Customer service best practices.
General management skills including reporting and data analysis.
Problem solving and conflict management skills.
Excellent oral and written communication skills.
Basic computer skills (Microsoft Office, Email, and practice management software knowledge preferred).
The ability to delegate responsibility and achieve results with resort team members.
Must be able to handle multiple tasks and remain flexible with assigned duties.
Capable of championing change and driving innovative programs in the resort.
Must be able to work well in team environment.
Capable of quality decision making.
The ability to coach, correct, develop and motivate employees.
Demonstrates excellent time and task management.
Demonstrates professional and courteous presentation with staff and clients.
Qualifications: Education/ Experience
3-5 years' experience in a Manager role.
2-4 years customer service experience.
Experience in a pet resort/hospital setting in positions of increased responsibility a plus.
Possess a valid drivers license and proof of insurance.
Access to reliable transportation.
Equal Employment Opportunity
It is the policy of the company to afford equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, non-disqualifying disability or status as a disabled or Vietnam era veteran.