General Manager

Destination Pet • Kissimmee, FL

11d

About The Position

The General Manager leads the day-to-day operations of a Destination Pet center, building a culture that delivers exceptional experiences for pets, pet parents, and team members. The role is accountable for business performance, team development, operational excellence, customer experience, financial management, and community engagement. The General Manager partners with Destination Pet Support Teams—including Operations, Human Resources, Marketing, Facilities, Finance, and Legal—to create a safe, efficient, and welcoming environment. This position is for Bass Pet Resort and reports to the District Director.

The role requires a hands-on leader who can manage multiple priorities, support the team where needed, and work in an active pet-care environment. The General Manager is expected to work evenings, weekends, and holidays when business needs require and to perform other duties as assigned.

Requirements

• Experienced people leader with the ability to coach, mentor, and develop teams.
• Strong operational mindset and ability to balance customer service with business performance.
• Ability to thrive in a fast-paced environment with changing priorities.
• Confidence making decisions, solving problems, and managing multiple responsibilities simultaneously.
• Ability to build trust with team members, clients, and business partners.
• Experience managing budgets, labor, payroll, inventory, and overall business performance.
• Effective, professional communication with people at every level of the organization.
• Passion for creating an outstanding experience for pets and their people.
• Lead by example and willingness to provide hands-on team support.
• Ability to work evenings, weekends, and holidays as business needs require.
• Frequently lift up to 40 pounds; stand, walk, bend, climb stairs, and remain active throughout the workday.
• Comfortable using computers, point-of-sale systems, and multi-line phone systems.
• Ability to safely handle dogs on leashes and work around pets of varying sizes and temperaments.
• Comfortable with exposure to animal dander, pet waste, cleaning products, disinfectants, varying noise levels, pet hair, and animal odors.

Responsibilities

• Lead daily center operations and ensure a safe, clean, and exceptional experience for pets, clients, and team members.
• Recruit, hire, onboard, coach, develop, and retain a high-performing team while fostering a positive, accountable culture.
• Create schedules that balance exceptional service with labor budget expectations.
• Manage center payroll, labor costs, staffing levels, and timely payroll approval.
• Drive financial performance by managing budgets, reviewing operational reports, monitoring key performance indicators, and identifying growth opportunities.
• Oversee inventory management, purchasing, and vendor relationships.
• Resolve customer concerns, build relationships with pet parents, and ensure consistent service excellence.
• Ensure compliance with company policies and applicable federal, state, and local employment and safety regulations, including OSHA, EEOC, ADA, and wage and hour requirements.
• Conduct performance evaluations, provide ongoing coaching, and create development opportunities for team members.
• Partner with Destination Pet Support Teams to execute operational initiatives and improve center performance.
• Maintain the facility, equipment, and technology systems.
• Manage cash handling procedures, deposits, and financial controls.
• Develop and execute local marketing initiatives, community partnerships, and social media engagement to grow the business.
• Monitor the health, safety, comfort, and well-being of every pet in the center's care.
• Support the team wherever needed and perform other responsibilities as assigned.

Benefits

• Quarterly bonus opportunities.
• Medical, dental, vision, and life insurance.
• Short- and long-term disability coverage.
• 401(k) with company match.
• Generous paid time off.
• Discounts on Destination Pet services.
• Career growth opportunities across the Destination Pet network.
• Collaborative, people-first culture and opportunities to make a meaningful impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed