General Manager - Pet Resort Operations

PetSuites Collierville, located in Memphis, TN, is part of the National Veterinary Associates (NVA) family, the largest private owner of freestanding veterinary hospitals and pet resorts across North America, headquartered in Austin, Texas. With over 1300 companion animal veterinary hospital and pet resort locations, NVA has established itself as a dominant player in the growing pet care industry. This industry, valued at over $8 billion and expected to grow over 6% through 2028, benefits immensely from the increasing humanization of pets and a rising demand for premium and luxury animal care products and services. PetSuites Collierville carries forward this legacy by providing exceptional resort-style care and services for pets, fostering a welcoming environment for pets and their owners alike. The General Manager (GM) role at PetSuites Collierville is a critical leadership position responsible for overseeing all aspects of the resort's operations. This includes driving sales performance, ensuring top-tier customer experience, and maintaining operational excellence aligned with the NVA brand standards. The GM must lead a dedicated team, comprising a Resort Manager, Shift Leads, and Team Members, to cultivate a culture of leadership, high-quality pet care, and excellent customer service. This role emphasizes maximizing sales and profits while fostering strong community ties and promoting brand awareness. The GM plays an active role not only in internal management but also in local outreach, marketing initiatives, and community engagement, leveraging digital marketing and personal relationship-building to generate leads and drive business growth. Financial management is at the core of the GM's responsibilities, requiring a data-driven approach to budget planning, revenue growth, labor cost management, and expense control. The GM utilizes various financial tools and key performance indicators (KPIs) such as sales leads, conversion rates, average transaction values, and customer satisfaction scores to monitor performance and identify opportunities for improvement. Training and empowering resort leads to understand financial reports and make informed decisions are also vital components of this role, ensuring a consistent and accountable team effort toward achieving sales and operational goals. The GM is charged with upholding impeccable standards of resort maintenance, cleanliness, and inventory management while adhering to company policies and regulations, including OSHA and cash handling procedures. Acting as a role model, the GM leads shifts as the "Manager on Duty" to set expectations, inspect results, and maintain operational flow. Staffing decisions are made based on business needs, and effective communication throughout all levels of the resort is crucial for seamless operations. Team management and development are paramount in this position. The GM oversees recruitment, onboarding, training, and ongoing performance management. Utilizing Talent Unleased certification programs, the GM ensures all team members are prepared to deliver service that aligns with brand standards. The role demands strong leadership skills to inspire, coach, and hold the team accountable, fostering a positive workplace culture, addressing concerns promptly, and ensuring retention through strategic engagement. Customer service excellence remains a primary focus. The GM ensures that customer interactions are conducted with professionalism and care, resolving any service issues personally if necessary to maintain high satisfaction levels. Motivating the team to identify sales opportunities and educate customers on the resort's products and services is also a key duty, driving a culture of proactive selling and community involvement. Working in this role requires a physical commitment, including standing and moving about the resort for extended periods, lifting weights up to 50 pounds, and performing various physical tasks necessary to manage pets and maintain the facility. The GM is expected to project a professional image at all times. The compensation for the General Manager at PetSuites Collierville ranges from $60,000 to $70,000 annually, based on experience. This is a full-time opportunity with a dynamic work environment that includes evenings and weekend hours. The company supports its employees with a comprehensive benefits package that includes medical, dental, vision insurance, a 401K plan with employer match, health savings accounts, flexible spending accounts, and various ancillary plans like disability, hospital indemnity, accident, and critical illness coverage. This position offers a unique opportunity to be part of a fast-growing industry and a respected company that values leadership, community engagement, and exceptional quality of care. If you are a committed animal lover with strong business acumen and leadership skills, this role invites you to lead the pack and make a lasting impact at PetSuites Collierville.

• Availability to work 45-50 hours per week including evenings and weekends
• ability to move throughout resort for extended periods
• ability to lift 50 lbs and move 25 lbs
• physical ability to perform job tasks including bending, stooping, and reaching
• commitment to maintaining a professional image
• experience managing profit and loss
• proficient in Microsoft Office Suite
• valid driver’s license and current auto insurance including comprehensive and collision
• willingness to transport pets in emergencies