Assistant General Manager

About the position

PetSuites Lakeville located in Lakeville, MN is looking for a talented Assistant General Manager to join the team! The Assistant General Manager, internally referred to as a Resort Manager (RM) is a Full-Time position and is a leader and an integral member of the Resort management team. The Resort Manager reports to either the General Manager, or Senior 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 Servant Leadership, high quality guest/pet care, and exceptional customer service for our internal and external customers. Depending on resort size, a Resort Manager can be assigned into one of 3 related positions. First, a Resort Manager manages the entire business as an assistant to the General Manager. The second is that the Resort Manager can be assigned to Pet Care (PCRM), which focuses on the back of house services such as pet safety/health, boarding, daycare and overall resort maintenance. A Resort Manager may also be assigned to Customer Service (CSRM), which focuses on front of house services such as marketing, check in/check out, retail, grooming and training.

Responsibilities

• 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.
• Assists General Manager in creating 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 General Manager or Market Leader.
• Responsible for executing the operational excellence plan 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.
• Strives for the ultimate in resort customer service experiences and impressions.
• Ensures site has 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.
• Train resort teams to successfully handle service issues and intervenes when necessary.
• Motivates and mentors team members on providing the best pet parent experience.
• 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.
• Performs quality checks/reviews of client files.
• Executes the 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 and manage shifts while acting as manager in charge of resort.
• Communicates clearly, concisely and accurately in order to ensure effective shift operations.
• Follows all OSHA, cash handling and operations procedures.
• Ensures that all team members have mastered the resort tasks/positions.
• Drives action plan for hot spot management and resort level actions.
• Responsible for the selection, development and performance of subordinate leads and all other site team members.
• Train and on-board new Team Members and Shift Managers.
• Manages team performance through consistent feedback up to and including corrective action.
• 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.
• Assists General Manager with tasks such as payroll and employee benefits/incentives.
• Assists the General Manager in creating and driving a resort plan that supports the execution of regional and company initiatives.
• Utilize financial tools and analyzes financial reports to identify and address trends and issues in sales and performance.
• Executes any corporate marketing plans, creates, and implements local market plans for marketing.
• Possess expert knowledge of the resort market area and the community.

Requirements

• High school degree or equivalent required; Desired: Bachelor's degree equivalent education and experience.
• Minimum 2-4 years of customer service experience. Leading is a bonus.
• Availability to work a minimum of 45 hours per week including holidays, 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.

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