The Resort Manager 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 while creating a resort culture based on the highest quality pet care and exceptional customer service. The Resort Manager is responsible for using sound judgment to make good decisions based on information gathered and analyzed.
Job Duties and Responsibilities
Leadership and Planning
Works cohesively with the General Manager to establish, set and execute goals for the resort and staff.
Works with support staff to manage labor costs to budget.
Responsive, respectful and able to get others onboard with own actions. Able to see the big picture.
Projects a professional image to resort team, clients, support center team and supervisors. Dress/Demeanor/Language.
Acts as a champion for change and adapts to evolving work environments, work priorities and organizational needs.
Fosters a culture of flexibility within the resort team.
Exhibits our servant Leadership Attributes: Candid, Passionate, Empowers Others, Caring Serves Others, Fair.
Works in tangent with the General Manager to keep employees accountable for their performance, actions and creating a culture of accountability within the resort.
Assists the General Manager in planning and leading employee meetings.
Helps the General Manager develop and implement resort policies and procedures.
Performs quality checks and reviews of client files.
Oversees employee benefits program and resort insurance plans.
Educates employees on resorts financial policies and procedures, and client compliance program and responsibilities.
Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues.
Understands day-to-day duties of each department and position. Fills in on an emergency basis when needed.
Ability to work flexible hours, including mornings, weekends, evenings and holidays.
Assists the General Manager to execute human resources, including payroll, employee benefits and employee incentives.
Recruits new employees and participates in the selection process.
Assists in new employee training.
Aids in building and maintains a team through thoughtful hiring, successful onboarding, training, coaching and termination as required. Uses candor and good judgment in evaluating readiness of internal promotions vs. external hiring. Actively coaches, corrects, mentors, motivates and develop team members.
Implements performance-based incentive and rewards and recognition programs.
Mediates conflict and maintains employee morale.
Demonstrates and reinforces the highest level of client service.
Trains staff on client service initiatives and uses best practices.
Manages client relationships; effectively resolves client issues and escalations.
Oversees client follow-up procedures, including reminders and call backs.
Drives client visits through strategic client communication and local marketing efforts (i.e. Community)
Reconciles the previous days’ receipts and monitors petty cash.
Manages inventory and assists the General Manager in the semi-annual inventory process.
Successfully maintains operating supplies through effective ordering and cost control strategies.
Controls all facility and administrative costs.
Qualifications: Knowledge, Skills, and Abilities
Supervisory and leadership experience.
Multi-functional operations including budget and labor management.
Customer service and marketing techniques.
HR policies and protocol development.
Staff management including: coaching, development, performance appraisals, and resolution management.
Customer service best practices.
Business 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 resort management software knowledge preferred).
The ability to delegate responsibility and achieve set results.
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.
Move throughout the resort for extended periods of time (up to 10-12 hours per day).
Move 50 lbs. for distances of up to 10 feet.
Balance and move up to 25 lbs. for distances of up to 50 feet.
Understand and respond to team members’ and guests’ requests in a loud environment.
Perform basic math and understand finances and cost management.
Bend, stoop, and reach in order to run and load dogs/cats, serve customers, and clean the resort.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Qualifications: Education/ Experience
3-5 years of experience in a Manager role.
2-4 years of customer service experience.
Experience in a pet resort/hospital setting in positions of increased responsibility a plus.
Access to reliable transportation.