Resort Manager

Holiday Barn Pet Resorts•Richmond, VA

About The Position

Holiday Barn Pet Resorts is seeking a competitive, results-driven Resort Manager to oversee a pet resort in Midlothian. The manager is accountable for the operation as a whole, bringing boarding, daycare, grooming, training, and customer experience together under company standards. The role focuses on developing leaders and teams, protecting the safety and well-being of pets, delivering strong guest experiences, and growing revenue and profitability year over year. The Resort Manager leads day-to-day operations, staffing, scheduling, service standards, and operational improvements. They own financial results and KPIs, manage labor and controllable expenses, and use reports, scheduling systems, and Excel to identify trends and take action. They also recruit, train, coach, and develop employees and department leaders, maintain vendor and partner relationships, and address guest concerns with care. The position requires a flexible schedule, including weekends, holidays, and varying hours, at a facility operating year-round. The manager should be hands-on, organized, observant, calm under pressure, committed to animal welfare, and able to work on their feet throughout the facility and lift up to 50 pounds.

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.
A 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 one's 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 handle confidentiality, compliance, and company resources with care.

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, and address operational gaps, bottlenecks, and service breakdowns, including during peak periods and emergencies.
Champion pet safety and well-being through consistent care, handling, and supervision standards.
Assess risks and make informed decisions about individual pets and operational safety; ensure incidents are resolved, documented, and used to strengthen procedures.
Coach employees on animal welfare, canine behavior, safe handling, and injury prevention.
Recruit, hire, train, and develop employees and future leaders through coaching, delegation, and succession planning.
Set expectations for department leaders and team members and address performance issues directly.
Build a culture of trust, recognition, morale, and open communication to support retention.
Own the guest experience from first call through pickup, resolving concerns promptly and compassionately.
Drive revenue by filling capacity, increasing service utilization, and cross-selling boarding, daycare, grooming, and training.
Balance guest requests with company policies and the needs of each pet.
Maintain productive vendor and partner relationships.
Own the resort's financial results by setting revenue and profit goals and managing labor, supplies, and controllable expenses.
Set KPIs, monitor results, and hold department leaders accountable.
Use operational reports, scheduling systems, and Excel to identify trends, create action plans, measure results, and adjust.
Work on their feet throughout the facility and lift up to 50 pounds.