Job Description: General Manager - Pet Resorts (NVA)
If youre a strong people leader who loves pets and thrives in fast-paced operations, this is a great opportunity to run a high-impact business, build an engaged team, and deliver exceptional experiences for pets and their people.
NVA Pet Resorts is hiring a full-time General Manager for our Doggie District - Mesa resort in Mesa, Arizona. In this role, youll own overall site performance, including operations, guest experience, sales growth, and profitability, while leading a team that delivers outstanding pet care and customer service.
Who We Are NVA Pet Resorts is part of National Veterinary Associates (NVA), one of the largest private owners of veterinary hospitals and pet resorts in North America. Were committed to creating safe, loving, and fun environments for pets while providing best-in-class service to our clients and a supportive culture for our team members.
About the Role The General Manager is accountable for the day-to-day operations and overall performance of the resort. Youll lead through the NVA leadership competencies and brand standards, ensuring a consistent high-quality experience across pet care, customer service, team development, and business results. This role blends hands-on operational leadership with business ownership. Youll drive revenue, manage costs, and build a culture where teams perform, grow, and stay.
What Youll Do
Leadership and Culture
Lead by example and communicate NVAs mission, values, and objectives.
Build a positive, high-accountability culture grounded in leadership competencies and brand excellence.
Recognize strong performance, coach gaps, and address concerns in a timely and professional way.
Develop your leadership bench by coaching and growing the Assistant General Manager, Shift Leads, and Team Members.
Business and Financial Performance
Own resort performance against budget and key metrics, including revenue, labor, cost of goods sold, expenses, and EBITDA.
Create and execute a data-driven resort plan aligned to regional and company initiatives.
Review financial reports and KPIs to identify trends, solve problems, and capture growth opportunities.
Teach leaders how to understand performance metrics and take the right actions to hit goals.
Sales, Marketing, and Community Growth
Build and execute a comprehensive sales strategy focused on lead generation, conversion, and retention.
Execute corporate marketing programs and create local market plans to drive demand.
Develop relationships with local businesses, community groups, and referral sources.
Use digital channels such as social media, website, and email to capture and nurture leads.
Track and improve lead performance by optimizing processes and training teams on effective lead capture.
Team and Talent Management
Hire, onboard, train, and retain a high-performing team across front- and back-of-house operations.
Ensure completion of required training and certification programs for all team members.
Provide consistent feedback and performance management aligned to company policy.
Maintain a strong hiring pipeline to support staffing needs and business growth.
Build engagement through communication, development opportunities, and proactive retention practices.
Operations and Guest Experience
Ensure operational excellence across safety, pet care, facility standards, cleanliness, inventory, and compliance.
Maintain compliance with OSHA, cash handling, and all operational policies and procedures.
Ensure appropriate coverage while following scheduling and labor guidelines.
Lead 1 to 2 shifts per week as Manager on Duty to set expectations, inspect results, and respond to business needs.
Ensure teams master all resort roles and standards through training, audits, and consistent follow-through.
Execute daily audits, enforce checklists, and ensure end-of-shift reporting across departments.
Own action plans for operational hot spots and drive improvements at the resort level.
Escalate concerns and needs to the Market Leader or Regional Leader as appropriate.
Qualifications
Required:
High school diploma or equivalent.
3 to 5 years of management experience, including Profit and Loss responsibility.
Strong operational leadership and the ability to coach, develop, and hold teams accountable.
Strong Profit and Loss management skills.
Proficiency with Microsoft Office and point-of-sale systems.
Availability to work up to 45 to 50 hours per week, including evenings and weekends.
Valid drivers license, current insurance (including comprehensive and collision), and a vehicle you are willing to transport a pet in during an emergency.
Ability to drive change, improve processes, and influence outcomes in a fast-paced environment.
Preferred:
Experience in hospitality, retail, restaurant management, veterinary, or similar service environments.
Bilingual skills.
Work Environment
Why Youll Love Working Here
Compensation Our salary for this position is $60,000 and is based on applicable experience.
Deadline To Apply 03/31/26
National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them. NVA, a community of approximately 1,400 premier locations consisting primarily of general practice veterinary hospitals, in addition to equine hospitals and pet resorts, and Ethos Veterinary Health, which consists of 145 world-class specialty and emergency hospitals, are rooted in a culture of compassion and innovation. NVA and Ethos Veterinary Healths innovative, collaborative approach underpins a shared commitment to delivering exceptional veterinary care.
For more information, visit www.nva.com.
At NVA and PetSuites of America, we want to make sure your experience connecting with us is seamless and straightforward. Heres what to expect when interacting with us:
If you have any doubts about a communication, feel free to visit our careers page to verify authenticity or email us at hiringhub@nva.com.
Thank you for exploring opportunities at NVA and PetSuites of America. 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 Colorados 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.
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This Job Location: Mesa, Arizona, United States
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