General Manager

Santa Monica, CA 90404

SUMMARY:

The General Manager is responsible for managing the day-to-day operations including human resources, scheduling, customer service, facility maintenance, safety, compliance of policies & procedures, and care and wellbeing of dogs. The General Manager is responsible for the training, development and performance of up to 40 employees and ensuring the well-being of 100 dogs per day.

• Oversee and manage all areas of the facility and make final decisions on matters of importance
• Provide superior customer service and care to pet owners and their dogs
• Coach and provide guidance to team members to ensure top performance
• Oversee employee performance, recording, scheduling and related matters
• Create a welcoming environment for customers and dogs
• Address customer inquiries and complaints promptly and professionally and ensure customer satisfaction
• Assist front desk with inbound calls, emails, customer refunds, etc.
• Ensure a safe working and guest environment to reduce the risk of injury and accidents
• Oversee facility maintenance such as scheduling repairs, fixing or replacing broken equipment and garbage pick-up
• Order supplies and inventory and receive vendor deliveries and stock supplies and retail in timely manner
• Ensure all pricing, signage, and displays are correct at all times and the lobby and front desk is neat and orderly
• Assist in employee recruitment, training, performance evaluation, promotion and termination activities
• Prepare and manage schedules and ensure all shifts are staffed efficiently; cover shifts as needed
• Schedule regular team meetings to discuss business updates, issues and recommendations
• Meet monthly KPI and sales targets
• Prepare weekly and monthly reporting to be reviewed each month

REQUIREMENTS:

• At least three years’ experience as a General Manager in the pet care industry
• Prior dog care experience preferred
• Highly developed interpersonal and managerial skills
• Proven leadership skills with the ability to influence, develop and empower employees
• Process-oriented work style
• Ability to work under own initiative in a face paced environment
• Ability to work through problems, troubleshoot and come to an appropriate solutions
• Ability to prioritize work based on deadlines and urgency
• Excellent verbal and written communication skills
• Excellent customer service skills
• Proficient with Microsoft Office and ability to learn new systems quickly
• Must love dogs and be able to interact and engage with all breeds
• Associates or Bachelor degree a plus

BENEFITS:

• Health Benefits
• Paid Time Off
• Employee Referral Program
• Employee Discounts
• Dog-friendly Office
• Employee Meals
• Discretionary Bonus

req24-00401