General Resort Manager - Across Northern and Southern CA
National Veterinary Associates
March 28, 2018
Statewide CA, California
Type & Experience Level:
Full Time - One to seven years
Due to our continued growth, we are seeking experienced General Resort Managers and Assistant Resort Managers for our Pet Resort locations across Northern and Southern, CA!
We are looking for qualified managers that love dogs and cats as much as we do. We treat people’s pets like we want our pets to be treated. This means we have high standards and are known in the pet care industry for our integrity, compassion and leadership. If you possess the same traits and have previous management experience with teams ranging from 20 –35 members we want to hear from you. We offer a unique work environment that focuses on keeping pets happy, healthy and well loved. We offer competitive salaries, benefits, and incentive programs for the right candidates.
Our ideal future team members have a strong background in human resources, finance and budget management, customer service, and leading a team. Veterinary or medical office management experience preferred.
About NVA NVA owns over 500 companion animal veterinary hospitals and boarding facilities in United States, Canada, Australia, and New Zealand. We have over 5,500 veterinary professionals that improve the well-being of patients by providing progressive and compassionate veterinary care. Our 900 veterinarians provide a full range of medical and surgical services. Our mission is to improve the comfort and well-being of patients by providing progressive and compassionate veterinary care. We develop a team of individual hospitals that share knowledge to achieve sustainable growth.
Job Duties and Responsibilities
Leadership and Planning
Creates the resorts schedule and manages labor costs to budget.
Participates in the weekly, monthly and annual planning and budget maintenance process.
Establishes goals for the resort and staff.
Acts as a champion for change and identifies, documents, shares, and promotes best practices.
Plans and leads employee meetings.
Oversees employee benefits program and resort insurance plans.
Educates employees on resort financial policies and procedures, and client compliance program responsibilities.
Develops and implements resort policies
Performs quality checks and reviews of client files.
Manages vendor relationships.
Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues.
Oversees staffing needs including hiring, training, disciplining and terminating as required.
Recruits new employees and participates in the selection process.
Completes employee orientation, training and performance appraisals.
Coaches and mentors employees and identifies continuous learning and skill building needs.
Implements performance-based incentive and rewards and recognition programs.
Mediates conflict and maintains employee morale.
Manages front office staff including grooming and boarding staff.
Drives client visits through strategic client communication and local marketing efforts (i.e. Community).
Trains staff on client service initiatives and uses client visit growth best practices.
Demonstrates and reinforces the highest level of client service.
Manages client relationships; effectively resolves client issues and escalations.
Oversees client follow-up procedures, including reminders and call backs.
Utilizes client service initiative measurements to evaluate resort and staff performance.
Ensuring payroll is accurately completed and submitted for all resort staff.
Manages accounts receivable.
Reconciles daily cash and monitors the petty cash.
Continually drives revenue and manages costs to budget.
Performs invoice audit reviews.
Manages inventory and oversees the semi-annual inventory process.
Controls all facility and administrative costs.
Utilizes and implements the NVA Incentive Bonus Plan to meet hospital goals.
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.
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.
Qualifications: Education/ Experience
3-5 years experience in a Manager role.
2-4 years customer service experience.
Experience in a pet resort/hospital setting in positions of increased responsibility a plus.
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.
Internal Number: GM CA
About National Veterinary Associates
National Veterinary Associates (NVA™) is the largest private owner of individually branded veterinary hospitals in the United States. NVA owns over 460 companion animal veterinary hospitals and boarding facilities in 41 states, Canada, Australia and New Zealand. We have over 6,000 veterinary professionals that improve the well-being of patients by providing progressive and compassionate care.