Resort Manager

Pet Paradise•Bradenton, FL

6d•Onsite

About The Position

WE ARE PET PEOPLE! At Pet Paradise, team members ensure that our furry friends get extra loving care and focused attention while playing and staying with us in a safe and entertaining environment. Dog boarding is just the start of what we do! The relationship you build with pets and their parents makes going to work fun and rewarding, and the benefits we offer are top notch. If you have a pet of your own, they can enjoy complimentary Pet Day Camp and Boarding, as well as discounts on grooming and veterinary care at all of our locations and clinics. We are looking for a Resort Manager to lead our team at our Lakewood Ranch location in Bradenton, FL! The Resort Manager leads the daily operations of the resort, including staff oversight, customer experience, sales performance, and focusing on our pet guests’ care and safety.

Requirements

3-5 years of experience in a management role overseeing at least 20 to 30 employees
Strong leadership, communication, and collaboration skills including the ability to guide, direct, and motivate employees
Must have experience with interviewing, hiring, evaluating candidates, and assessing employee performance
Excellent organizational, time management, prioritization, and multitasking skills
Comfortable being around dogs of all sizes and physically able to lift up to 60 lbs
Flexibility to resort schedule needs including days, night, weekends, holidays, and peak times
Valid driver’s license and working motor vehicle
Associate’s degree or equivalent from two-year college or technical school; or minimum two years related experience with strong training skills
Basic skills with common computer software, including Microsoft Office Suite

Nice To Haves

Previous experience in animal care or other related field preferred
Prior management experience in retail, restaurant, hospitality operations or similar

Responsibilities

Leading the resort team through daily operations by maintaining standards of conduct, cleanliness, and safety
Managing resort staffing by creating schedules, communicating staffing needs, adjusting schedules based on customer volume, adhering to labor budgets, and submitting timely payroll
Evaluating staffing levels, opening necessary requisitions, interviewing and providing candidate feedback, and overseeing resort hiring and terminations
Training and coaching resort team members based on company standards, policies, and procedures, delivering feedback in a constructive manner and promoting a collaborative environment
Recognizing talented team members and developing them for growth within the company through our internal leadership development programs
Keeping a high-level of communication through resort, regional, and corporate teams regarding resort operations and partnering with maintenance crew on any building or facility issues
Ensuring resort’s compliance with all operational, safety, and related reporting protocols
Maintaining excellent customer service metrics such as NPS (Net Promoter Score) and reviews on Google and social media
Utilizing financial tools and analyzing financial reports to identify and address trends and issues in sales and performance
Managing labor and other resort costs, including but not limited to maintaining an appropriate supply inventory, while adhering to pre-established budgets
Calling customers before and after reservations and handling resort-level customer escalations
Organizing and maintaining policies and procedures for both back-of-house and front-of-house operations
Assisting new and current team members in completing their required courses and training guides, while also providing ongoing coaching and development
Preparing and delivering annual performance reviews to team members on a timely basis
Staying on top of email, phone, and other forms of operations, veterinary, and corporate communication, disseminating information to resort team as needed
Maintaining 5-day workweeks (which currently run Monday-Sunday) onsite at the resort, with no more than 3 consecutive “off” days from week to week
Working onsite at the resort at least 3-4 weekend days per month and on holidays