Assistant General Manager

Pet Care Plus in Chicago, IL is looking for one assistant general manager to join our 29 person strong team. We are located on 350 N Laflin St.. Our ideal candidate is a self-starter, motivated, and reliable.

Assistant General Manager (AGM) Job Description

Overview 

The Assistant General Manager (AGM) plays a pivotal role at Pet Care Plus, responsible for achieving operational and financial goals while ensuring exceptional service to pets and their parents. This leadership role supports the General Manager (GM) in overseeing day-to-day operations, managing the team, and driving success in line with the company’s vision and brand. The AGM must excel in both front-of-house and back-of-house operations, transitioning seamlessly between strategic planning and hands-on problem-solving.

Key Responsibilities

Operational Leadership

• Oversee daily operations, ensuring all departments (boarding, daycare, grooming, bathing, taxi, retail, and administrative) function effectively.
• Execute activities to achieve organizational goals and targets set by senior management.
• Monitor financial and operational performance against budgets, identifying trends and opportunities.
• Ensure all safety, sanitation, and operational standards are consistently met.
• Manage payroll processing, staff scheduling, and labor expense monitoring.
• Participate in the on-call management rotation to ensure smooth operations during off-hours.

Team Management and Development

• Supervise and guide department supervisors and their teams, ensuring tasks are completed efficiently.
• Lead hiring efforts, including recruiting and on-boarding new team members, with a priority to hire a full-time Customer Service Representative.
• Conduct regular performance evaluations (30-, 90-day, and annual reviews) and provide actionable feedback.
• Collaborate with the GM to develop training and development plans, prioritizing staff retention and performance improvement.
• Ensure middle management maintains high performance standards, completing their own team evaluations and reviews.

Client and Community Engagement

• Maintain and enhance relationships with pet parents, fostering trust and loyalty.
• Handle escalated client concerns promptly, providing effective resolutions.
• Support the Client Experience and Marketing teams with initiatives to grow the business, including promotions, events, and community engagement.
• Serve as a brand ambassador at community events and industry networking opportunities.

Financial Management

• Assist in preparing financial and operational reports for senior management review.
• Support the development of annual budgets and monitor fiscal performance to meet profitability goals.
• Oversee inventory management and optimize retail operations for profitability and customer satisfaction.
• Monitor and address unpaid client balances.

Facility Oversight

• Ensure the facility’s maintenance, cleanliness, and safety standards are upheld.
• Address repair and maintenance needs, escalating significant capital requirements to senior management.
• Walk the facility daily to ensure cleanliness, odor control, and operational excellence.

Specialized Duties

• Optimize operational policies and procedures to drive efficiency and service excellence.
• Oversee retail merchandising, ensuring inventory levels, product placement, and pricing align with sales goals.
• Monitor online reviews and social media engagement, ensuring prompt follow-ups and reputation management.
• Act as a back-up for staff shortages and operational challenges as needed.

Qualifications

Experience and Education

• Minimum of 3 years in a senior leadership role, preferably in hospitality or pet care.
• Bachelor’s degree or equivalent experience is preferred.
• Proven ability to lead teams of 20-30 individuals and manage multiple projects.
• Proficiency in operational software (e.g., Gingr) and business tools (Microsoft Office).
• Experience with P&L budget management and financial reporting is strongly preferred.

Skills and Attributes

• Exceptional communication and interpersonal skills.
• Strong decision-making and problem-solving abilities.
• Passion for animals and commitment to their well-being.
• Ability to adapt and lead in a fast-paced, dynamic environment.
• Dependable, proactive, and solutions-oriented.

Physical Requirements

• Ability to lift at least 50 lbs. and remain on feet for extended periods.
• Comfortable working with dogs of all sizes, breeds, and temperaments.

Reporting Structure

• Direct Reports: Customer Service Manager (open position), AM & PM Team Leads, Supervisor Ruby Castro, and others as assigned by senior management.

Working Conditions

• Availability for 45 hours per week, typically weekdays 9 a.m. to 6:00 p.m., with a minimum of one Saturday and or Sunday and holiday shifts when needed.
• Needs to be able to drive vehicle in events of emergency and marketing
• Required on-site during peak periods (e.g., holidays) and for new manager training.
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• No two Managers can be off during the same time frame