Resort Manager

Holiday Barn Pet Resorts•Richmond, VA

About The Position

Holiday Barn Pet Resorts is seeking a competitive, results-driven Resort Manager to lead one of its pet resorts as if it were their own business. The manager is accountable for operations across boarding, daycare, grooming, training, and customer experience, maintaining company standards, protecting the welfare of pets, developing leaders, and growing revenue and profitability year over year. The role leads day-to-day facility operations, staffing, scheduling, service standards, sanitation, and operational response during peak periods and emergencies. It champions pet safety and welfare, manages risks and incidents, and coaches employees in animal care, canine behavior, safe handling, and injury prevention. The Resort Manager recruits, trains, and develops staff and department leaders; sets expectations and addresses performance issues; and fosters a culture of trust, recognition, and strong morale. The manager owns the guest experience, resolves concerns, drives service utilization and cross-selling, and maintains vendor and partner relationships. The role also owns financial results, including revenue and profit goals, labor, supplies, and controllable expenses. It sets and monitors KPIs, holds department leaders accountable, and uses operational reports, scheduling systems, and Excel to identify trends, implement action plans, and measure results. The resort operates year-round, and the position requires a flexible schedule that includes weekends, holidays, and varying hours.

Requirements

3–5 years of management experience in a pet resort, veterinary or animal care facility, hospitality, or another multi-department, customer-facing operation that is open year-round.
3–5 years of experience leading multiple supervisors or department leaders, including coaching, difficult conversations, and personnel decisions.
Ability to work a flexible schedule, including weekends, holidays, and varying hours in a 365-day operation.
Proven record of improving financial results, growing revenue against goals, and managing budgets, labor, and expenses.
Proficiency with Microsoft Office, especially Excel, and with scheduling, timekeeping, CRM, and point-of-sale systems.
Meaningful knowledge of animal care, canine behavior, and safe handling, and a genuine love for pets and the people who care for them.
Valid driver's license.
Physical ability to work on your feet throughout the facility and lift up to 50 pounds.
Hands-on, observant, organized, and calm under pressure.
Ability to challenge decisions respectfully when appropriate and treat confidentiality, compliance, and company resources carefully.

Responsibilities

Lead daily operations across boarding, daycare, grooming, training, and customer experience.
Set, communicate, and enforce SOPs and service standards, including cleanliness, sanitation, and the guest environment.
Align staffing, scheduling, and capacity with demand, responding to gaps, bottlenecks, service breakdowns, peak periods, and emergencies.
Champion pet safety and well-being through consistent care, handling, and supervision standards.
Assess risks, make informed decisions about pets and operational safety, and ensure incidents are resolved, documented, and used to improve procedures.
Coach employees on animal welfare, canine behavior, safe handling, and injury prevention.
Recruit, hire, train, and develop employees and department leaders through coaching, delegation, and succession planning.
Set expectations for department leaders and Pack members and address performance issues directly.
Build a culture of trust, recognition, and Pack Spirit that supports employee concerns, morale, and retention.
Own the guest experience from first call to pickup, resolving concerns promptly and compassionately.
Grow revenue by filling capacity, increasing service utilization, and cross-selling boarding, daycare, grooming, and training.
Balance guest requests with company policies and individual pets' needs.
Maintain productive vendor and partner relationships.
Own resort financial results by setting revenue and profit goals and managing labor, supplies, and controllable expenses.
Set and monitor KPIs and hold department leaders accountable for results.
Use operational reports, scheduling systems, and Excel to identify trends, create action plans, measure outcomes, and adjust.