General Manager - Pet Resort Operations - Pooch Hotel Norwalk

Pooch Hotel Norwalk located in Norwalk, CT is looking for an experienced General Manager to lead the pack!

Overview:
A General Manager (GM) is a Full-Time position responsible for the overall operations, customer experience, sales performance, and execution of brand excellence in a resort. The General Manager is responsible for maximizing the sales and profits of the site. The General Manager must maintain an exceptional level of customer service by developing strong Resort Managers, 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.

Responsibilities

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 Resort Manager and Shift Managers provide the same to the resort team members.
• Creates 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 Market Leader and/or the Regional Leader dependent on market.
• Responsible for maintaining operational excellence within their resort.
• Responds to directives in an accurate and timely manner and ensures the same compliance of the resort team.
• 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. Maintains excellent customer service metrics.
• Ensures sites have 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.
• Trains resort management teams to successfully handle service issues and intervenes when necessary.
• Motivates and mentors team members on providing customers with product suggestions and information.
• Educates and engages the community and resort customers on all of companies’ products and services.

Operations

• Adheres to and has knowledge of all company policies and procedures.
• Creates a plan to drive revenue, labor management, and controllable expenses.
• Maintains impeccable standards concerning resort maintenance, cleanliness, and inventory.
• Regulates the ordering of inventory in a timely and cost-effective manner.
• Coaches, counsels, and directs Team Members. Leads the team in the execution of company standards through the NVA Pet Resort values to create an excellent customer experience. Provides performance feedback to Team Members.
• Leads and manages shifts while acting as manager in charge of resort. Determines business demands and makes necessary staffing decisions.
• Communicates clearly, concisely, and accurately in order to ensure effective shift operations and the overall operations of the resort.
• Follows all OSHA, cash handling, and operations procedures and policies and ensures that resort team members are in compliance.
• Ensures that all team members have mastered the resort tasks/positions, meeting the company operating standards.
• Owns action plan for hot spot management and drives resort level actions.
• Other duties and projects as assigned.

Team Management

• Responsible for the selection, development, and performance of subordinate managers and all other site team.
• Trains and on-boards new Team Members and Shift Managers on both front- and back-of-house procedures.
• Manages team performance through consistent feedback up to and including corrective action.
• Recruits and maintains a pipeline of qualified team members to meet the resort operation’s needs.
• Creates a culture of engagement by addressing team member concerns in a timely manner.

Business/Financial Management

• Creates a resort plan that supports the execution of regional and company initiatives to achieve both operational excellence and business results. Follows up consistently to ensure accountability to plans.
• Utilizes financial tools and analyzes financial reports to identify and address trends and issues in sales and performance.
• Executes any corporate marketing plans and creates and implements local market plans for marketing.
• Provides the direction and communication necessary to achieve sales results and site operating plan goals.
• Possesses expert knowledge of the resort market area and the community. Engages and educates the community and the market area on the company customer value proposition.
• Analyzes financial data to build on strengths, support weak areas, and note any unusual occurrences. Trains Shift Managers in recognizing and influencing their business by understanding financial reports and acting on the knowledge. Ensures that all productivity numbers, sales, and budgets are consistently met.

Work Environment

• Moves throughout the resort for extended periods of time (up to 10-12 hours per day).
• Moves 50 lbs. for distances of up to 10 feet.
• Balances and moves up to 25 lbs. for distances of up to 50 feet.
• Understands and responds to team members’ and guests’ requests in a loud environment.
• Performs basic math and understands finances and cost management.
• Bends, stoops, and reaches in order to run and load dogs/cats, serve customers, and clean the resort.

Physical Demands:
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