General Manager

Dogtopia of Herndon•Herndon, VA

11d•Onsite

About The Position

Dogtopia, the industry leader in dog daycare, boarding, and spa services has an immediate opening for an energetic, organized, business-minded individual to lead our team as General Manager. This is a role for someone with a management and Operations background who understands hard work, how to deliver and train others to provide top customer service and ensure a great environment for the dogs in our care. This person should love dogs- and, upon successful completion of training, you can even bring YOUR dog to work with you! What a bonus!

Requirements

Strong supervisory and delegation skills.
Excellent verbal and written communication skills.
Excellent interpersonal skills for internal and external customers.
Excellent sales and customer service skills.
Thorough understanding of principles and methods used to promote, display, and sell products and services.
Excellent organizational skills and attention to detail.
Strong business acumen skills - analytical and problem-solving skills.
Ability to function well in a high-paced and at times stressful environment.
Committed to the success of the team and not just as an individual.
Proficient with Microsoft Office Suite or related software and POS systems.
High school diploma or equivalent.
At least three years of experience managing others and overseeing all areas of business.
Must love dogs.

Nice To Haves

Franchise experience a plus.

Responsibilities

Work with all customers and team members to ensure our customer experience sets the highest standards and satisfaction of our customers.
Maintain a neat and organized Front Desk team and area at all times, holding the team to professional clean dress.
Set the example for the team on the 3 S’s (smile, story, and satisfaction) and hold them accountable to internal and external customer service standards.
Keep the team members engaged in their duties.
Strive for high customer review ratings!
Manage groomers including quality control of work, safety, schedules, and client records.
Utilize training opportunities for the team such as dog injuries, billing issues, or customer complaints.
Maintain controllable expenses within budgetary constraints including forecasting, tracking and ordering supplies, minimizing payroll, and actively looking for new ways to maximize efficiency.
Develop team in up-selling and using dog evaluations to grow revenue.
Communicate any concerns or needs to District Manager proactively and partner after attempting to resolve issues.
Work with the team to assure our Quality of Care sets the standards for dog care.
Create staffing schedule and help monitor daily schedules.
Maintain optimum staffing and development with all employees.
Lead by example by coaching all on contributing to a positive team-oriented culture.
Deliver written performance reviews and give employees positive acknowledgment when due!
Help coach the staff on our Dogtopia-isms.
Onboard all employees and ensure each employee has the correct amount of training.
Maintain and update cleaning schedule, along with holding themselves and team accountable to Dogtopia’s safety and cleaning standards.
Manage inventory of cleaning, dog and First aid supplies.
Dismiss dogs proactively with ongoing behavior issues and monitor action plans to retain those with minor issues.