Pet Resorts is looking for a talented Assistant General Manager to join our team in Lee's Summit, Missouri. The Resort Manager reports to the General Manager and together they provide a smooth and profitable operation by driving revenue and managing costs. The Resort Manager must maintain an exceptional level of customer service by developing strong Shift Leads and Team Members while leading and creating a resort culture based on the NVA Leadership Competencies, high quality guest/pet care, and exceptional customer service for our internal and external customers.
Requirements
- Understands and communicates the companies' mission, values, and objectives.
- Assists the GM in providing the direction, leadership and communication for all aspects of the site including Financial Management, Customer Service, Pet Care and Team Management.
- Assists the GM in developing and implementing a comprehensive sales strategy, including proactive lead management and conversion tactics, aligned with resort and company objectives.
- Maintains operational excellence within their resort.
- Responds to directives accurately and promptly, ensuring the same level of compliance from the resort team.
- Recognizes and rewards outstanding performance of resort team members.
- Demonstrates exceptional leadership behaviors.
- Implements the data-driven resort plan that supports the execution of regional and company initiatives to achieve both operational excellence and strong business results.
- Drives financial success by analyzing financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.
- Develops Shift Leads understanding of financial reports, enabling them to make informed decisions and implement actions that consistently achieve sales goals, productivity metrics, and budget adherence.
- Executes any corporate marketing plans and creates and implements local market plans for marketing and sales lead generation.
- Possesses expert knowledge of the resort market area and the community.
- Identifies and cultivates relationships with local businesses, community groups, and referral sources to generate new leads.
- Leverages digital marketing channels (social media, website, email) to capture and nurture leads effectively.
- Tracks and analyzes lead generation efforts to optimize strategies and improve conversion rates, Ensures the team is trained on effective lead capture techniques during customer interactions.
- Responsible for the selection, development and performance of subordinate managers and all other site team in partnership with the GM.
- Manage company on-boarding processes for new Team Members and Shift Leads on both front- and back-of-house procedures.
- Ensure the Shift Leads empower their team members.
- Direct/coordinate training programs for all new hires in accordance with brand standards
- Coach, counsel, direct and Team Members and Resort Leads.
- Lead the team in the execution of company standards through the NVA Pet Resort values to create an excellent customer experience.
- Manages team performance through adherence to and enforcement of the Personnel Policy, including consistent and timely feedback up to and including corrective actions.
- Recruit and maintain a pipeline of qualified team members to meet the resort operation’s needs.
- Creates a culture of engagement by addressing team member concerns in a timely manner.
- Fosters positive culture and achieves standard retention rates through curated team engagement strategies.
- Strives for the ultimate in resort customer service experiences and impressions.
- Maintains excellent customer service metrics.
- Ensures sites have adequate shift coverage at all times, while adhering to scheduling and labor guidelines.
- Oversees the recruiting, hiring and training practices to ensure quality of resort staff in partnership with the GM.
- Trains resort management teams to effectively resolve service issues and intervenes personally when necessary to ensure customer satisfaction.
- Motivates, coaches, and mentors team members to proactively engage customers with product suggestions, service information, and sales opportunities, fostering a selling culture.
- Educate and engage the community and resort customers on all of companies’ products and services, actively promoting sales and brand awareness.
- Adheres to and has knowledge of all company policies and procedures.
- Follow all OSHA, cash handling and operations procedures and policies and ensure that resort team members are in compliance.
- Maintains impeccable standards concerning resort maintenance, cleanliness and inventory.
- Lead 1-2 shifts per week as “Manager on Duty” to demonstrate your expectations and inspect their results.
- Determine business demands and make necessary staffing decisions.
- Communicate clearly, concisely and accurately to ensure effective shift operations and the overall operations of the resort.
- Ensure that all team members have mastered the resort tasks/positions, meeting the company operating standards.
- Execute daily audits and enforce all checklists and reporting at the end of each shift for all departments within the resort.
- Helps General Manager with action plan for hot spot management and drives resort level actions.
Benefits
- Medical
- Dental
- Vision
- 401K with employer match
- Health Savings Accounts (HSA)
- Flexible Spending Accounts (FSA)
- Short Term Disability
- Long Term Disability
- Hospital Indemnity
- Accident Plan
- Critical Illness Plan
