Assistant General Manager

Job Description

Pooch Hotel - Norwalk located in Norwalk, CT is looking for a talented Assistant General Manager to join the team!

Overview:

The Assistant General Manager, internally referred to as a Resort Manager (RM) is a Full-Time position and is a leader and an integral member of the Resort management team. The Resort Manager reports to either the General Manager, or Senior General Manager, and together they provide a smooth and profitable operation by driving revenue and managing costs. The Resort Manager must maintain an exceptional level of customer service by developing strong Shift Leads and Team Members while leading and creating a resort culture based on Servant Leadership, high quality guest/pet care, and exceptional customer service for our internal and external customers.

Dependent on resort size, a Resort Manager can be assigned into one of 3 related positions. First, a Resort Manager manages the entire business as an assistant to the General Manager. The second is that the Resort Manager can be assigned to Pet Care (PCRM), which focuses on the back of house services such as pet safety/health, boarding, daycare and overall resort maintenance. A Resort Manager may also be assigned to Customer Service (CSRM), which focuses on front of house services such as marketing, check in/check out, retail, grooming and training.

Responsibilities

General

 

• Understands and communicates the companies' mission, values, and objectives.
• Provides the direction, leadership and communication necessary to achieve sales results and operating plan goals for the site. Ensures the General Manager and yourself are communicating the same message and that the Shift Leads provide the same to the resort team members.
• Assists General Manager in creating a plan to drive and achieve resort quantitative objectives including: sales, labor, cost of goods sold and expense management.
• Communicates all shift issues, concerns and needs to the General Manager or Market Leader.
• Responsible for executing the operational excellence plan within their resort.
• Responds to directives in an accurate and timely manner and ensures the same compliance of the resort team. Acts as a champion for change.
• Recognizes and rewards outstanding performance of resort team members
• Demonstrates exceptional leadership behaviors
• Other duties as assigned.

Customer Service

 

• Strives for the ultimate in resort customer service experiences and impressions. Maintain excellent customer service metrics such as NPS, Google Reviews, Callbox scores.
• Ensures site has adequate shift coverage at all times, while adhering to scheduling and labor guidelines.
• Oversees the recruiting, hiring and training practices to ensure quality of resort staff.
• Train resort teams to successfully handle service issues and intervenes when necessary.
• Motivates and mentors team members on providing the best pet parent experience through all stages of their journey to establish trust, create deliver and evaluate their experience.
• Educate and engage the community and resort customers on all of companies’ products and services.

Operations

 

• Adheres to and has knowledge of all company policies and procedures.
• Performs quality checks/reviews of client files. Monitors computer systems and resolves technical issues with key partners. Can help oversee employee benefits and/or insurance plans.
• Executes the plan to drive revenue, labor management, and controllable expenses.
• Maintains impeccable standards concerning resort maintenance, cleanliness and inventory.
• Regulates the ordering of inventory in a timely and cost effective manner.
• Coaches, counsels and directs Team Members. Lead the team in the execution of company standards through the NVA Pet Resort values to create an excellent customer experience. Provide performance feedback to Team Members.
• Leads and manage shifts while acting as manager in charge of resort. Determine business demands and make necessary staffing decisions in accordance with the site labor plans.
• Communicates clearly, concisely and accurately in order to ensure effective shift operations and the overall operations of the resort.
• Follows all OSHA, cash handling and operations procedures and policies and ensure that resort team members are in compliance.
• Ensures that all team members have mastered the resort tasks/positions, meeting the company operating standards.
• Drives action plan for hot spot management and resort level actions.
• Other duties and projects as assigned

Team Management