Assistant General Manager

National Veterinary Associates • Newton, MA

70d • $49,000 - $51,000

About The Position

Pooch Hotel Newton located in Newton, MA is looking for a talented Assistant General Manager to join the team! A Resort Manager (RM) is a leader and an integral member of the Resort Leadership team. The Resort Manager reports to the General Manager and together they provide a smooth and profitable operation by driving revenue and managing costs. The Resort Manager must maintain an exceptional level of customer service by developing strong Shift Leads and Team Members while leading and creating a resort culture based on the NVA Leadership Competencies, high quality guest/pet care, and exceptional customer service for our internal and external customers. The General Manager and the Resort Manager should have a documented plan on how they'll approach the responsibilities of the day-to-day operations in their site. This plan should be approved by their Market Leader. While many responsibilities are the same between the two roles, the goal is to be partners and achieve your site plan by executing in tandem.

Requirements

• High school degree or equivalent required; Bachelor's degree equivalent education and experience.
• Minimum 2-4 years customer service experience, leading is a bonus.
• Availability to work up to 45-50 hours per week including evenings and weekends.
• Ability to drive and manage/influence workplace change.
• Proficiency with Microsoft Office Suite and point of sale software.
• Comfortable working in front of house and back of house roles within the resort.
• Valid Driver's License, current insurance that includes comprehensive, collision coverage, and a vehicle you are willing to transport a pet in during an emergency.

Nice To Haves

• Restaurant management, retail management, veterinary management/experience and/or hospitality experience preferred.
• Bilingual skills a plus.

Responsibilities

• Understands and communicates the companies' mission, values, and objectives.
• Assists the GM in providing the direction, leadership and communication for all aspects of the site including Financial Management, Customer Service, Pet Care and Team Management.
• Assists the GM in developing and implementing a comprehensive sales strategy, including proactive lead management and conversion tactics, aligned with resort and company objectives.
• Assists the GM in creating a plan to drive and achieve resort quantitative objectives including sales revenue, labor, cost of goods sold and expense management.
• Communicates concerns and needs first to the General Manager, but then to the Market Leader and/or the Regional Leader as needed.
• Responsible for maintaining operational excellence within their resort.
• Responds to directives accurately and promptly, ensuring the same level of compliance from the resort team.
• Recognizes and rewards outstanding performance of resort team members.
• Demonstrates exceptional leadership behaviors.
• Implements the data-driven resort plan that supports the execution of regional and company initiatives to achieve both operational excellence and strong business results.
• Drives financial success by analyzing financial data and KPIs to optimize performance, address challenges, and identify growth opportunities.
• Develops Shift Leads understanding of financial reports, enabling them to make informed decisions and implement actions that consistently achieve sales goals, productivity metrics, and budget adherence.
• Executes any corporate marketing plans and creates and implements local market plans for marketing and sales lead generation.
• Possesses expert knowledge of the resort market area and the community.
• Identifies and cultivates relationships with local businesses, community groups, and referral sources to generate new leads.
• Leverages digital marketing channels (social media, website, email) to capture and nurture leads effectively.
• Tracks and analyzes lead generation efforts to optimize strategies and improve conversion rates.
• Responsible for the selection, development and performance of subordinate managers and all other site team in partnership with the GM.
• Manage company on-boarding processes for new Team Members and Shift Leads on both front- and back-of-house procedures.
• Ensure the Shift Leads empower their team members.
• Direct/coordinate training programs for all new hires in accordance with brand standards.
• Coach, counsel, direct and Team Members and Resort Leads.
• Recruit and maintain 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.
• Strives for the ultimate in resort customer service experiences and impressions.
• 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 in partnership with the GM.
• Trains resort management teams to effectively resolve service issues and intervenes personally when necessary to ensure customer satisfaction.
• Motivates, coaches, and mentors team members to proactively engage customers with product suggestions, service information, and sales opportunities.
• Educate and engage the community and resort customers on all of companies' products and services.
• Adheres to and has knowledge of all company policies and procedures.
• Follow all OSHA, cash handling and operations procedures and policies and ensure that resort team members are in compliance.
• Maintains impeccable standards concerning resort maintenance, cleanliness and inventory.
• Lead 1-2 shifts per week as 'Manager on Duty' to demonstrate your expectations and inspect their results.
• Communicate clearly, concisely and accurately to ensure effective shift operations and the overall operations of the resort.
• Ensure that all team members have mastered the resort tasks/positions, meeting the company operating standards.
• Execute daily audits and enforce all checklists and reporting at the end of each shift for all departments within the resort.
• Helps General Manager with action plan for hot spot management and drives resort level actions.

Benefits

• Medical
• Dental
• Vision
• 401K with employer match
• Health Savings Accounts (HSA)
• Flexible Spending Accounts (FSA)
• Short Term Disability
• Long Term Disability
• Hospital Indemnity
• Accident Plan
• Critical Illness Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED