General Manager

Fieldstone Animal Inn • Millersville, MD

1d • Onsite

About The Position

Fieldstone Animal Inn is a premier animal care facility founded on an unwavering commitment to exceptional care, superior customer service, and a positive, supportive work culture. Our mission drives us to set the highest standards in the industry, and we are now poised for our next stage of operational maturity. We are seeking a dynamic, mission-driven leader to architect the systems and culture that will define our future. The General Manager is the central figure in this evolution, responsible for upholding our values while leading our team to new levels of excellence.

The General Manager is central to the operational excellence, cultural health, and strategic growth of Fieldstone Animal Inn. This position serves as the key leader for our frontline teams and is the primary driver of a company culture that reflects our mission in every interaction. As a key strategic partner to ownership, the General Manager provides dynamic leadership and holds principal responsibility for the oversight of Human Resources, Marketing, and Customer Service, building the scalable systems necessary for future growth and potential expansion. This document outlines the key responsibilities and expectations for this vital role.

This is a comprehensive, hands-on leadership role requiring expertise across multiple business functions, from strategic planning to daily operational execution. The General Manager will work in close partnership with company ownership, external marketing and HR consultants, and an established accounting team to drive strategic initiatives and ensure all departments function cohesively and effectively.

Requirements

• A builder at heart, with a demonstrated history of refining processes, developing scalable systems, and leading organizations through periods of positive operational change.
• Proven experience in a management role with responsibility for multifaceted operations, including HR, marketing, and customer service.
• Demonstrated ability to lead, train, and develop high-performing teams in a dynamic, service-oriented environment.
• Strong financial and operational acumen, with experience managing KPIs, budgets, and driving measurable business performance.
• Excellent communication and interpersonal skills, with the ability to foster positive and professional relationships with staff, clients, and external partners.
• A strategic thinker with the ability to translate high-level goals into actionable plans and effective daily tasks.
• High proficiency with business software and technology, with a strong aptitude for learning and maximizing new systems to improve efficiency.

Responsibilities

• Provide dynamic leadership, guidance, and direct support to all frontline teams, including Reservation Specialists and Customer Service Representatives.
• Champion and uphold Fieldstone's mission, actively fostering a culture of exceptional care, accountability, and employee satisfaction.
• Oversee the completion of Quarterly Performance Reviews for all staff, directly conducting reviews for Customer Service, Reservation Specialists, Groomer, and Maintenance personnel.
• Plan and lead all mandatory staff meetings (All-Staff, All-Tech, Leadership), including creating agendas, facilitating discussions, and ensuring follow-up documentation.
• Identify and analyze industry trends through conferences and expos, translating insights into actionable strategic plans that ensure Fieldstone remains an innovative leader in animal care.
• Provide initial planning support and strategic input for potential future Fieldstone locations.
• Oversee the entire employee lifecycle, from talent acquisition and onboarding to performance management and compliant offboarding.
• Lead the redesign, implementation, and ongoing management of all company policies, procedures, and the employee handbook.
• Coordinate bi-monthly payroll in direct communication with the company Accountant, ensuring accurate processing of tips, commissions, and reimbursements.
• Develop and implement a structured leadership program and an annual staff training plan, alongside the owner, to foster professional growth and skill development.
• Administer the employee benefits package and manage Paid Time Off (PTO) and attendance policies in consultation with external HR consultants.
• Define and manage staff roles, including tech levels, to create clear and equitable professional growth pathways.
• Develop and execute a strategic marketing plan that ensures brand consistency across all platforms, including social media, the company website, and physical marketing materials.
• Manage all social media and digital engagement channels, including Facebook, Instagram, NextDoor, and Yelp, overseeing content strategy and social ad boosts.
• Coordinate the creation of high-impact marketing materials, such as a virtual tour, business highlight videos, new company swag, and client tour gifts.
• Collaborate with external marketing partners on strategy development, revenue tracking, and performance reporting to measure campaign effectiveness.
• Oversee the planning and execution of internal and off-site promotional events to build strong client relationships and enhance our community presence.
• Establish, document, and maintain the highest standards of customer service through the development of communication scripts and staff training protocols.
• Serve as the primary point of contact for resolving complex client issues, working to foster positive, long-term relationships built on trust and satisfaction.
• Analyze and report on Key Performance Indicators (KPIs) related to client satisfaction, retention, and membership growth.
• Oversee and continuously improve the client tour process, develop comprehensive FAQs, and implement monthly customer service meetings to ensure consistent excellence.
• Serve as the main point of contact for all IT issues and manage the effective use of all technology systems, including conducting deep dives into Gingr software to maximize its capabilities.
• Oversee the Maintenance department, regularly review the ongoing maintenance spreadsheet, and approve contractor work and invoices.
• Manage all vendor relationships and service agreements, including those for propane, pest control, security systems, and septic services.
• Develop, refine, and implement inventory tracking methods to improve operational efficiency and cost-management accuracy.
• Ensure all operational checklists (daily, weekly, monthly) and cleaning protocols are accurately documented, communicated, and strictly followed.

Benefits

• This is a salaried position.
• The General Manager has the opportunity to earn a quarterly bonus calculated at 10% of the annual salary.
• Bonus payments are contingent upon meeting clearly defined Key Performance Indicators (KPIs) related to individual performance and the overall performance of the business.
• This role includes a 90-day probationary period to ensure mutual fit and successful integration into the team.
• A comprehensive, hands-on training period is provided and is expected to take approximately six months to complete.
• A detailed overview of our company's benefits package, including health and paid time off, will be provided during the interview process.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees