The Pet Spot in Norwood, OH is looking for a Pet Resort Manager to join our team!
The Pet Spot is Cincinnati?s premier luxury pet facility. The Pet Spot combines the Midwest?s largest indoor and outdoor doggie daycare with luxury dog boarding, and top-notch grooming and training. At The Pet Spot, we strive to make your furry family member?s stay enjoyable and fun, whether you are dropping your pal off for a social day in daycare, a spa treatment, an extended stay in our villas, or all three!
Our ideal candidate has excellent customer service and team building skills, expertise managing dog daycare groups, kennel oversight and experience coaching employees, leading a team and managing facilities. Competitive salary and benefits offered.
Rich in pride, tradition and heritage, the City of Norwood, Ohio has long thrived as an independent community nestled in the heart of the Greater Cincinnati metropolitan area.
For more information, please visit http://www.thepetspot.com.
The Resort Manager is a leader and an integral member of the Resort management team. The Resort Manager partners with the General Manager to provide a safe, smooth and profitable operation by driving revenue and managing costs while creating a positive resort culture based on high quality guest care and exceptional customer service. Our staff is trained in canine body language, group play behavior, doggie first-aid and CPR. Our facilities are sanitary, heated and cooled, and we excel at providing a Positive Social Environment for dogs, in which they are happy, healthy and safe.
Job Duties and Responsibilities
Leadership and Planning
Assists with the resort?s schedule and helps manage labor costs to budget.
Works with the General Manager to establish goals for the resort and staff.
Acts as a champion for change and identifies, documents, shares, and promotes best practices.
Assists with the development and implementation of resort policies
Assists with quality checks and reviews of client files.
Assists with the management of vendor and partner relationships.
Assists with the recruitment of new employees and participates in the selection process.
Assists with employee orientation, training and performance appraisals.
Coaches and mentors employees and identifies continuous learning and skill building needs.
Manages pet care staff including daycare and boarding staff.
Assists with the implementation of performance-based incentive and rewards and recognition programs.
Trains staff on client service initiatives and uses client visit growth best practices.
Demonstrates and reinforces the highest level of client service.
Assists with client follow-up procedures, including reminders and call backs.
Assists the General Manager as needed with:
Ensuring payroll is accurately submitted for all resort staff.
Reconciles daily cash and monitors the petty cash.
Continually drives revenue and manages costs to budget.
Manages inventory and oversees the semi-annual inventory process.
Implements the NVA Incentive Bonus Plan to meet resort goals.
Qualifications: Knowledge, Skills, and Abilities
Supervisory and leadership experience.
Understands dog behavior and positive reinforcement techniques.
Customer service techniques.
HR policies and protocol development.
Staff management including: coaching, development, performance appraisals, and resolution management.
Customer service best practices.
General management skills including reporting and data analysis.
Problem solving and conflict management skills.
Excellent oral and written communication skills.
Basic computer skills (Microsoft Office, Email, and practice management software knowledge preferred).
The ability to delegate responsibility and achieve results with resort team members.
Must be able to handle multiple tasks and remain flexible with assigned duties.
Capable of championing change and driving innovative programs in the resort.
Must be able to work well in team environment.
Capable of quality decision making.
The ability to coach, correct, develop and motivate employees.
Demonstrates excellent time and task management.
Demonstrates professional and courteous presentation with staff and clients.
The Resort Manager must be available on weekends and holidays.
Qualifications: Education/ Experience
3-5 years? experience in a Manager role.
2-4 years customer service experience.
Experience in a pet resort/veterinary hospital setting in positions of increased responsibility preferred.
Possess a valid driver?s license and proof of insurance.
Access to reliable transportation.
Equal Employment Opportunity
It is the policy of the company to afford equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, non-disqualifying disability or status as a disabled or Vietnam era veteran.