The General Manager is responsible for managing the day-to-day operations including human resources, scheduling, customer service, facility maintenance, safety, compliance of policies & procedures, and care and wellbeing of dogs. The General Manager is responsible for the training, development and performance of up to 40 employees and ensuring the well-being of 100 dogs per day.
Oversee and manage all areas of the facility and make final decisions on matters of importance
Provide superior customer service and care to pet owners and their dogs
Coach and provide guidance to team members to ensure top performance
Oversee employee performance, recording, scheduling and related matters
Create a welcoming environment for customers and dogs
Address customer inquiries and complaints promptly and professionally and ensure customer satisfaction
Assist front desk with inbound calls, emails, customer refunds, etc.
Ensure a safe working and guest environment to reduce the risk of injury and accidents
Oversee facility maintenance such as scheduling repairs, fixing or replacing broken equipment and garbage pick-up
Order supplies and inventory and receive vendor deliveries and stock supplies and retail in timely manner
Ensure all pricing, signage, and displays are correct at all times and the lobby and front desk is neat and orderly
Assist in employee recruitment, training, performance evaluation, promotion and termination activities
Prepare and manage schedules and ensure all shifts are staffed efficiently; cover shifts as needed
Schedule regular team meetings to discuss business updates, issues and recommendations
Meet monthly KPI and sales targets
Prepare weekly and monthly reporting to be reviewed each month
REQUIREMENTS:
At least three years' experience as a General Manager in the pet care industry
Prior dog care experience preferred
Highly developed interpersonal and managerial skills
Proven leadership skills with the ability to influence, develop and empower employees
Process-oriented work style
Ability to work under own initiative in a face paced environment
Ability to work through problems, troubleshoot and come to an appropriate solutions
Ability to prioritize work based on deadlines and urgency
Excellent verbal and written communication skills
Excellent customer service skills
Proficient with Microsoft Office and ability to learn new systems quickly
Must love dogs and be able to interact and engage with all breeds