Overview :

A Resort Manager (RM) is a leader and an integral member of the Resort management team. 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 Servant Leadership, high quality guest / pet care, and exceptional customer service for our internal and external customers.

General

• Understands and communicates the companies' mission, values, and objectives.
• Provides the direction, leadership and communication necessary to achieve sales results and operating plan goals for the site.

Ensures the General Manager and yourself are communicating the same message and that the Shift Leads provide the same to the resort team members.

• Assists General Manager in creating a plan to drive and achieve resort quantitative objectives including : sales, labor, cost of goods sold and expense management.
• Communicates all shift issues, concerns and needs to the General Manager or Market Leader.
• Responsible for executing the operational excellence plan within their resort.
• Responds to directives in an accurate and timely manner and ensures the same compliance of the resort team. Acts as a champion for change.
• Recognizes and rewards outstanding performance of resort team members
• Demonstrates exceptional leadership behaviors
• Other duties as assigned.

Customer Service

• Strives for the ultimate in resort customer service experiences and impressions. Maintain excellent customer service metrics such as NPS, Google Reviews, Callbox scores.
• Ensures site has 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.
• Train resort teams to successfully handle service issues and intervenes when necessary.
• Educate and engage the community and resort customers on all of companies’ products and services.

Benefits :

All Full Time Employees are eligible for health and wellness benefits including medical, dental, vision, life insurance and more!

All Full Time employees are eligible for company 401K with company match

Discounts for resort services including boarding, daycare and retail.

Equal Employment opportunity :

NVA Pet Resorts is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.

Requirements :

A passion for animals and animal care, especially dogs cats. Willing to learn animal behavior to ensure their safety.

Focuses on safe and gentle handling. Forceful, aversive, aggressive handling, vocalizing or treatment will not be tolerated.

Customer Service Oriented - Ability to take care of the customers’ needs while following company procedures. Manages difficult or emotional customer situations;

Responds promptly to customer needs; Responds to request for service and assistance. Build trust with customers.

Willing and able to communicate directly with clients, both written and orally, about their dog. Works to make these lifetime clients .

Must be able to multitask and be very detailed oriented. Must be able to start and stop work.

Must be able to work under conditions that require sitting, standing, walking, bending, reaching, pulling, pushing and grasping.

Conflict Resolution - Ability to handle conflict with tact and diplomacy

Good team work and willingness to assist other departments as necessary

Cheerful, friendly, positive team-oriented attitude

Strong attention to detail, especially where documentation is concerned. Ability to work in computer systems such as Microsoft Office.

Reliable, punctual, and dependable

Ability to work a flexible schedule, including holidays and weekends

Ability to take direction well and apply it independently

Ability to work in temperature extremes, work outside, or in distracting work environments such as loud noise / sound

Ability to tolerate being in close contact with various bodily fluids and to get dirty frequently

Physically able to handle dogs of all sizes and to lift up to 60 lbs.

Other duties as assigned.

At City Bark, we’ve spent years creating the perfect environment where your canine companions or feline friends can relax (or play) while you’re gone! As an award-winning, upscale daycare and boarding facility, we believe there’s no better way to show your furry friend how much you care than by pampering them to a day or a few days at one of our luxurious locations!

Last updated : 2024-07-11