Assistant Resort Manager

Pet Paradise•Matthews, NC

14d•Onsite

About The Position

WE ARE PET PEOPLE! At Pet Paradise, team members ensure that our furry friends get extra loving care and focused attention while playing and staying with us in a safe and entertaining environment. Dog boarding is just the start of what we do! The relationship you build with pets and their parents makes going to work fun and rewarding and the benefits we offer are top notch! If you have a pet of your own, they can enjoy complimentary Pet Day Camp, Boarding and discounts on grooming and veterinary care at all our locations and clinics. We are looking for an Assistant Manager to join our team at our Matthews location in North Carolina! Assistant Managers oversee day-to-day operations of the resort and staff, as well as providing direct support to the Resort Manager on a variety of management needs.

Requirements

One to two years’ experience in a supervisor or management role
Strong leadership, communication, and collaboration skills including the ability to guide, direct, and motivate employees
Ability to resolve conflict and negotiate with others
Detail-oriented and focused on results, including a desire to ensure all goals are met or exceeded
Ability to develop and train staff, build relationships and utilize skills of staff most appropriately
Comfortable being around dogs of all sizes and physically able to lift up to 60 lbs
Comfortable working in front of house and back of house roles within the resort
Flexibility to resort schedule needs including days, night, weekends, holidays, and peak times
Valid driver’s license and working motor vehicle
High school diploma or GED; or 1-2 years related experience and/or training; or equivalent combination of education and experience
Basic skills with common computer software, including Microsoft Office Suite

Nice To Haves

Prior leadership experience in retail, restaurant, hospitality operations or similar
Previous experience in animal care or other related fields preferred
Prior experience with staffing and training preferred

Responsibilities

Overseeing daily operations of the resort by maintaining standards of conduct, cleanliness, and safety
Managing resort labor, which may include but not be limited to creating and posting staff schedules, reviewing and approving timecards, and controlling labor hours to align with business needs
Communicating recruitment needs to operations management and HR, and interviewing, hiring and onboarding new resort employees
Supervising, training and coaching team members on company standards, policies and procedures, while also identifying high performers and developing them for growth within the company
Motivating and teaching resort staff to be successful in their roles by delivering premier service to pet guests and their parents in a safe, clean, fun atmosphere
Fostering open communication throughout the resort, including with regional and corporate teams, regarding resort operations, as well as partnering with regional maintenance crew on any building issues
Supporting new and current team members with completion of required courses and other training
Documenting and delivering employee corrective actions and terminations, when necessary
Maintaining appropriate inventory of supplies, performing walk-throughs, managing lodging calendars, leading meetings, and performing other recurring Manager on Duty (MOD) obligations
Maintaining excellent customer service metrics such as Net Promoter Score (NPS) and reviews on Google and other social media sites
Speaking with customers if they have concerns, questions or complaints, maintaining a high level of professionalism, care and concern
Developing methods and procedures to increase sales, promote new business, retain current customer base, and attract new customers
Performing resort opening and/or closing duties, and other tasks as assigned
Maintaining 5-day workweeks (which currently run Monday-Sunday) onsite at the resort, with no more than 3 consecutive “off” days from week to week
Working onsite at the resort at least 3-4 weekend days per month and on holidays