General Manager - Tampa, FL

Bay Paws Pet Resort is a luxury pet resort that offers overnight boarding, dog daycare, and grooming. Bay Paws has been awarded Best of the Bay three years consecutively and continues to be the pet resort of choice by pets and their parents throughout the Tampa Bay area. 

We are looking for an experienced manager to serve as the General Manager of our pet hotel. Visit www.baypaws.com to see video tours and learn more about our resorts. Apply online at www.baypaws.com/careers.

REQUIRED EXPERIENCE

Minimum two years in service-related management

Minimum one year of experience in pet care, veterinary or pet resort

PRIMARY GOAL 

The primary goal is to manage the day-to-day operations of the resort, specifically ensuring a first-rate experience for our clients and their pets. This includes managing the resort staff to maintain quality standards and best practices regarding guest services execution, overall cleanliness, smooth and accurate check-in & out, client invoicing & cash controls, time management and labor controls, and schedule adherence.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

TEAM MANAGEMENT 

• Recruit, hire and develop a team focused on safety and excellence in pet care.
• Train, coach, mentor, and discipline team members to guarantee the level of knowledge and ability to provide proper services, as well as maintain a safe environment for our guests.
• Regularly review team member performance and lead by example.
• Maintain proper HR protocols and documentation to ensure compliance with employment laws.
• Manage the team leads to ensure their teams properly execute task schedules and all related duties as it relates to pet guest care and comfort.
• Review upcoming reservations and schedule appropriately to meet scheduling ratios, while maintaining efficient labor practices.
• Continuously analyze staffing levels and revise schedule or plan as needed.
• Review timesheets and input data for payroll processing. Work with payroll provider to resolve any issues.
• Communicate and train staff on new policies or procedures.
• Serve as the point person for pet care, health and safety questions for the staff.

CUSTOMER EXPERIENCE 

• Properly manage the resort facilities, providing a high level of cleanliness and maintenance. Schedule essential cleaning duties and upkeep of suites and equipment to maximize the appearance, availability and use of pet guest suites.
• Ensure that the team provides the clients with attentive, courteous, and valuable service.
• Resolve escalated customer issues to ensure customers have the best experience, while enforcing our policies.
• Train team on identifying potential pet guest or client issues through the reservation and stay process to prevent miscommunication or questions.
• Ensure all departments are operating smoothly. Identify and resolve any internal performance issues to ensure service provided meets the brand’s quality standards.

REVENUE MANAGEMENT

• Strategize, implement and evaluate all marketing initiatives.
• Train team members to educate and inform all guests of upcoming promotions and initiatives.
• Train team on identifying opportunities for suggestive upselling of pet guest services and the value of the services to our clients and their pets.
• Strategize and execute on initiatives to attract new clients and retain/rebook existing clients.
• Consistently review performance reports in comparison to last year and budget to ensure resort is achieving its targeted revenue goals.

PHYSICAL REQUIREMENTS

Ability to stand, walk, stoop, kneel, climb, as well as manipulate (lift, carry, move) up to 50 pounds.

Job Type: Full-time

Additional Compensation:

• Quarterly bonuses based on performance
• Health & Life Insurance
• Dental & Vision Insurance
• Free pet care

Work Location:

• One location

Pay Frequency:

• Biweekly