Pet Resort Manager
National Veterinary Associates, Midlothian, VA, United States
About the Role
As the Pet Resort Manager, you are a key leader on the Swift Creek Leadership Team. You and the Hospital Manager operate as true partners with a shared, documented plan for how the resort succeeds, aligned to business goals and service standards.
You’ll help drive:
A smooth, consistent operation that delivers excellent pet care and customer service
Strong financial performance through revenue growth and cost management
Team development, engagement, and retention through coaching and accountability
Leadership and Culture
Model Swift Creek's values and leadership competencies through your daily leadership behaviors
Coach and develop Shift Leads and Team Members to build capability and confidence
Recognize strong performance and address concerns promptly, fairly, and consistently
Partner with the Hospital Manager to create an engaging workplace culture
Operations and Guest Experience
Maintain operational excellence across pet care, facility standards, cleanliness, and safety
Lead shifts as Manager on Duty to set expectations and inspect results
Ensure effective staffing and shift execution while following scheduling and labor guidelines
Resolve customer concerns with empathy, professionalism, and a solutions mindset
Ensure teams are trained and proficient across all resort tasks and operating standards
Execute daily audits, checklists, and end‑of‑shift reporting across departments
Sales, Marketing, and Business Performance
Support execution of corporate marketing programs and local lead‑generation efforts
Help drive proactive lead management and conversion tactics to grow memberships and services
Build relationships with local businesses, community groups, and referral sources
Support digital outreach efforts across social media, website, and email to capture and nurture leads
Track lead activity and results to improve conversion and overall performance
Financial and Performance Management
Help implement and execute the resort’s data‑driven plan tied to KPIs and budget targets
Review key performance indicators (sales, leads, conversion, labor, expenses, customer satisfaction) and take action on trends and gaps
Support budgeting, scheduling, and expense management to meet performance expectations
Help develop Shift Leads understanding of performance metrics so they can make informed decisions
Team and Talent Management
Partner with the Hospital Manager on recruiting, hiring, onboarding, and training
Ensure completion of required training and certification programs for all team members
Support performance management through clear expectations, timely feedback, and corrective action when needed
Maintain a pipeline of qualified talent and support strong retention through engagement practices
Address team member concerns in a timely, respectful, and solutions‑focused way
Qualifications Required
High school diploma or equivalent
2 to 4 years of customer service experience (leadership experience is a plus)
Strong communication skills and comfort leading teams in a hands‑on environment
Proficiency with Microsoft Office and point‑of‑sale systems
Availability to work up to 45 hours per week, including evenings and weekends and holidays
Ability to support and influence workplace change and improvement
Preferred
Experience in hospitality, retail, restaurant management, veterinary, or similar service environments
Stand and move throughout the resort for extended periods (up to 10 to 12 hours per day)
Lift up to 50 pounds for short distances and carry up to 25 pounds for longer distances
Work effectively in a loud environment and respond to client and team needs in real time
Bend, stoop, and reach as needed to support pet handling, customer service, and facility cleanliness
Maintain a professional image through dress, demeanor, and communication
Why You’ll Love Working Here
401(k) with employer match
Paid Vacation and Sick Days
Paid Holidays
HSA and FSA options
Short‑term and long‑term disability
Accident, hospital indemnity, and critical illness plans
Career growth within a rapidly expanding organization
A workplace where pets are part of the family
NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado’s Healthy Families and Workplaces Act.
NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
#J-18808-Ljbffr
You’ll help drive:
A smooth, consistent operation that delivers excellent pet care and customer service
Strong financial performance through revenue growth and cost management
Team development, engagement, and retention through coaching and accountability
Leadership and Culture
Model Swift Creek's values and leadership competencies through your daily leadership behaviors
Coach and develop Shift Leads and Team Members to build capability and confidence
Recognize strong performance and address concerns promptly, fairly, and consistently
Partner with the Hospital Manager to create an engaging workplace culture
Operations and Guest Experience
Maintain operational excellence across pet care, facility standards, cleanliness, and safety
Lead shifts as Manager on Duty to set expectations and inspect results
Ensure effective staffing and shift execution while following scheduling and labor guidelines
Resolve customer concerns with empathy, professionalism, and a solutions mindset
Ensure teams are trained and proficient across all resort tasks and operating standards
Execute daily audits, checklists, and end‑of‑shift reporting across departments
Sales, Marketing, and Business Performance
Support execution of corporate marketing programs and local lead‑generation efforts
Help drive proactive lead management and conversion tactics to grow memberships and services
Build relationships with local businesses, community groups, and referral sources
Support digital outreach efforts across social media, website, and email to capture and nurture leads
Track lead activity and results to improve conversion and overall performance
Financial and Performance Management
Help implement and execute the resort’s data‑driven plan tied to KPIs and budget targets
Review key performance indicators (sales, leads, conversion, labor, expenses, customer satisfaction) and take action on trends and gaps
Support budgeting, scheduling, and expense management to meet performance expectations
Help develop Shift Leads understanding of performance metrics so they can make informed decisions
Team and Talent Management
Partner with the Hospital Manager on recruiting, hiring, onboarding, and training
Ensure completion of required training and certification programs for all team members
Support performance management through clear expectations, timely feedback, and corrective action when needed
Maintain a pipeline of qualified talent and support strong retention through engagement practices
Address team member concerns in a timely, respectful, and solutions‑focused way
Qualifications Required
High school diploma or equivalent
2 to 4 years of customer service experience (leadership experience is a plus)
Strong communication skills and comfort leading teams in a hands‑on environment
Proficiency with Microsoft Office and point‑of‑sale systems
Availability to work up to 45 hours per week, including evenings and weekends and holidays
Ability to support and influence workplace change and improvement
Preferred
Experience in hospitality, retail, restaurant management, veterinary, or similar service environments
Stand and move throughout the resort for extended periods (up to 10 to 12 hours per day)
Lift up to 50 pounds for short distances and carry up to 25 pounds for longer distances
Work effectively in a loud environment and respond to client and team needs in real time
Bend, stoop, and reach as needed to support pet handling, customer service, and facility cleanliness
Maintain a professional image through dress, demeanor, and communication
Why You’ll Love Working Here
401(k) with employer match
Paid Vacation and Sick Days
Paid Holidays
HSA and FSA options
Short‑term and long‑term disability
Accident, hospital indemnity, and critical illness plans
Career growth within a rapidly expanding organization
A workplace where pets are part of the family
NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado’s Healthy Families and Workplaces Act.
NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
#J-18808-Ljbffr