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About the Role

The Resort Manager will lead the daily operations of the resort, including staff oversight, customer experience, sales performance, and focusing on our pet guests’ care and safety.

Responsibilities

• Lead the resort team through daily operations by maintaining standards of conduct, cleanliness, and safety.
• Manage resort staffing by creating schedules, communicating staffing needs, adjusting schedules based on customer volume, adhering to labor budgets, and submitting timely payroll.
• Evaluate staffing levels, open necessary requisitions, interview and provide candidate feedback, and oversee resort hiring and terminations.
• Train and coach resort team members based on company standards, policies, and procedures, delivering feedback constructively and promoting a collaborative environment.
• Recognize talented team members and develop them for growth within the company.
• Maintain high-level communication with resort, regional, and corporate teams regarding resort operations and partner with the maintenance crew on building or facility issues.
• Ensure resort compliance with all operational, safety, and related reporting protocols.
• Maintain excellent customer service metrics such as NPS and reviews on Google and social media.
• Utilize financial tools and analyze financial reports to identify and address trends and issues in sales and performance.
• Manage labor and other resort costs, including maintaining appropriate supply inventory, while adhering to pre-established budgets.
• Call customers before and after reservations and handle resort-level customer escalations.
• Organize and maintain policies and procedures for both back-of-house and front-of-house operations.
• Assist new and current team members in completing required courses and training guides, and provide ongoing coaching and development.
• Prepare and deliver annual performance reviews to team members on a timely basis.
• Stay on top of email, phone, and other forms of operations, veterinary, and corporate communication, disseminating information to the resort team as needed.
• Maintain 5-day workweeks (Monday-Sunday) onsite at the resort, with no more than 3 consecutive 'off' days.
• Work onsite at the resort at least 3-4 weekend days per month and on holidays.

Requirements

• 3-5 years of experience in a management role overseeing at least 20 to 30 employees.
• Prior experience with interviewing, hiring, evaluating candidates, and assessing employee performance.
• Previous leadership experience in animal care, retail, restaurant, hospitality operations, or similar.
• Skilled with common computer software, including Microsoft Office Suite (Outlook, Word, Excel).
• Comfortable being around dogs of all sizes and physically able to lift up to 60 lbs.
• Flexibility to resort schedule needs including days, nights, weekends, holidays, and peak times.
• Valid driver’s license and working motor vehicle.

Skills

• Strong leadership skills
• Strong communication skills
• Strong collaboration skills
• Ability to manage employees
• Ability to train employees
• Ability to guide employees
• Ability to motivate employees
• Excellent organizational skills
• Excellent time management skills
• Excellent prioritization skills
• Excellent multitasking skills

Location

• Dripping Springs, Texas

Work Type

• Onsite
• Full-time

Experience Level

• Management experience

Education Level

• Bachelor's or Associate's degree (or equivalent) is preferred

Benefits

• Complimentary Pet Day Camp
• 30 Days of Complimentary Pet Boarding (non-holidays)
• On-demand pay with DailyPay
• Discounted Veterinary Care and Grooming Services
• Dog/Cat Adoption Assistance
• Fitness Reimbursement
• Paid Time Off
• 401(k) with company match
• Health (with company-funded HSA option), Dental and Vision Insurance

About the Company

• Pet Paradise's full-service pet care destination is dedicated to giving pet parents access to all the premium care they need to give their furry family member the happiest, healthiest, longest life possible.
• The Pet Paradise brand has grown to offer resort-style pet day camp and care, professional pet grooming, low-stress and high-quality veterinary care, and overnight boarding.
• Located in ten states with more than 60 locations in operation or under development, Pet Paradise continues to expand in the United States.

Equal Opportunity

• WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.
• Company Policy, Federal and State Laws Forbid Discrimination Because of Age, Color, Race, Religion, Sex, Disability, Sexual Orientation or National Origin