Assistant General Manager

$45,000 - $50,000/Yr

National Veterinary Associates - Heath, OH

Full-time - Mid Level

Heath, OH

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Assistant General Manager, also known as the Resort Manager, is a full-time leadership role at Elite Suites Rockwall-Heath. This position is crucial for ensuring smooth and profitable operations by driving revenue and managing costs while maintaining exceptional customer service. The Resort Manager leads the team, develops strong Shift Leads, and fosters a culture of Servant Leadership and high-quality guest and pet care. Depending on the resort's size, the Resort Manager may focus on either back-of-house services related to pet care or front-of-house services related to customer service and marketing.

Responsibilities

• Understand and communicate the company's mission, values, and objectives.
• Provide direction, leadership, and communication necessary to achieve sales results and operating plan goals.
• Assist the General Manager in creating a plan to drive and achieve resort quantitative objectives.
• Communicate all shift issues, concerns, and needs to the General Manager or Market Leader.
• Execute the operational excellence plan within the resort.
• Respond to directives in an accurate and timely manner and ensure compliance of the resort team.
• Recognize and reward outstanding performance of resort team members.
• Strive for the ultimate in resort customer service experiences and maintain excellent customer service metrics.
• Ensure adequate shift coverage at all times, adhering to scheduling and labor guidelines.
• Oversee recruiting, hiring, and training practices to ensure quality of resort staff.
• Train resort teams to handle service issues and motivate team members on providing the best pet parent experience.
• Adhere to and have knowledge of all company policies and procedures.
• Perform quality checks/reviews of client files and monitor computer systems.
• Execute the plan to drive revenue, labor management, and controllable expenses.
• Maintain impeccable standards concerning resort maintenance, cleanliness, and inventory.
• Coach, counsel, and direct Team Members, providing performance feedback.
• Lead and manage shifts while acting as manager in charge of the resort.
• Communicate clearly and concisely to ensure effective shift operations.
• Ensure all team members have mastered the resort tasks/positions and meet company operating standards.
• Drive action plans for hot spot management and resort-level actions.

Requirements

• High school degree or equivalent required; Bachelor's degree preferred.
• Minimum 2-4 years of customer service experience, with leadership experience being a bonus.
• Availability to work a minimum of 45 hours per week, including holidays, evenings, and weekends.
• Ability to drive and manage workplace change.
• Proficiency with Microsoft Office Suite and point of sale software.
• Valid Driver's License and current insurance that includes comprehensive and collision coverage.

Nice-to-haves

• Restaurant management, retail management, veterinary management/experience, and/or hospitality experience preferred.
• Bilingual skills a plus.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401k with employer match
• Paid time off including sick time