Pet Resort Manager

Job Type
Full-time
Description
Job Title: Resort Manager
Reports To: Director of Operations
FLSA Status: Exempt
Salary: $55,000 - $70,000, depending on experience
Job Summary
Do you love running the day-to-day of a business? Do you also love your furry family members? If so, this is the perfect opportunity for you! Bark Avenue Enterprise is looking for a Resort Manager for our premier Pet Resort.
As a Pet Resort Manager, you will oversee the day-to-day operations of our luxury Pet Resort, ensuring the highest level of care and service for our furry guests and their pet parents. You will be responsible for managing staff, caring for pets, maintaining facilities, and delivering exceptional customer service to pet parents. Your passion for animals, strong leadership skills, and business acumen will drive the success of our Pet Resort.
Duties and Responsibilities as a Pet Resort Manager:
Our Resort Manager is critical to the resort's daily operations. I n this position, you'll be responsible for:
Staff Management:

• Recruit, hire, train, and supervise a team of boarding and daycare pet care professionals, including back-of-house kennel technicians and front-of-house front desk staff.
• Schedule staff shifts effectively to ensure adequate coverage and optimal pet-to-staff ratios for a profitable and safe capacity for care.
• Provide ongoing training and performance feedback to maintain high standards of care and service.
• Create a positive learning environment by providing clear, specific, timely, and respectful coaching and feedback to employees on shift to ensure operational excellence and to improve employee performance.
• Oversee Bark Avenue Enterprises Celebration Committee to promote brand pride and support staff recognition and engagement.

Pet Care and Safety:

• Ensure the well-being and safety of all pets in our care by enforcing strict cleanliness, hygiene, medical, and behavior standards.
• Oversee daily activities such as daycare, feeding, cleaning, and enrichment to meet each pet's individual needs.
• Monitor pet behavior for signs of fear, anxiety, and stress, using the Fear Free FAS Scale. Adjust pet's services as needed for the pet's well-being to ensure an excellent experience.
• Monitor pet health and wellness for signs of illness and injury, coordinating vet visits as needed.
• Assist with balancing daycare using pet behavior assessments and humane handling skills.

Customer Service:

• Greet pet parents warmly and address their concerns or inquiries promptly and professionally.
• Assist pet owners with reservations, check-ins, and check-outs, ensuring a seamless experience.
• Resolve conflicts or issues with empathy and diplomacy to maintain positive client relationships and support client retention.

Facility Management:

• Maintain cleanliness and organization throughout the Pet Resort, including indoor and outdoor play areas, pet kennels, staff breakroom, etc.
• Regularly inspect facilities and equipment to identify maintenance or repair needs.
• Ensure compliance with health and safety regulations, including proper sanitation protocols and emergency procedures.

Business Development and Marketing:

• Document operational tasks and processes and maintain up-to-date SOPs.
• Develop and implement strategies to attract new clients and retain existing ones, such as promotional events, loyalty programs, and referral incentives.
• Monitor financial performance and budgetary goals, optimize revenue streams, and control expenses.
• Collaborate with sales teams to enhance the resort's brand visibility and reputation within the community.
• Oversee the Resort's monthly pet events including picture days, treat of the month, and enrichment activities.
• Assist with Marketing needs: Social media management, creating marketing materials and promotions, creating and sending e-blasts to clients, assisting with Bark Ave events including annual customer appreciation events and seasonal customer and employee events.

Physical Requirements:

• This position will work mainly indoors in a climate-controlled facility, but there will also be minimal outdoor work in this position to assist pet needs.
• Ability to lift and carry pets and supplies up to 50 pounds.
• Stamina to stand, walk, and bend for extended periods in a fast-paced environment.
• Tolerance to work in various weather conditions and around animals with diverse temperaments.

Join our team and make a difference in the lives of pets and their owners by providing exceptional care and service at our premier Pet Resort
Requirements

• Bachelor's degree in business management, animal science, animal behavior, or related field preferred.
• Proven experience of at least 3 years in animal welfare, vet care, pet care, hospitality, or customer service management with knowledge of animal behavior, nutrition, and health care practices.
• Strong leadership and communication skills, with the ability to motivate and inspire a diverse team.
• Excellent organizational and problem-solving abilities, with attention to detail.
• Ability to work flexible hours, including weekends and holidays, as needed.
• Certification in pet first aid, CPR, and Fear Free is a plus.

Salary Description
$55,000 - $70,000, depending on experience