Job Summary

The Kennel Manager is a leader and an integral member of the resort management team. The Kennel Manager partners with the Hospital Manager to provide a smooth and profitable operation by driving revenue and managing costs while creating a resort culture based on high-quality guest care and exceptional customer service.

Job Duties and Responsibilities

Leadership and Planning

·         Creates the resort schedule and manages labor costs to budget.

·         Participates in the weekly, monthly, and annual planning and budget maintenance process.

·         Establishes goals for the resort and staff.

·         Acts as a champion for change and identifies, documents, shares, and promotes best practices.

·         Plans and leads employee meetings.

Operations

·         Develops and implements resort policies

·         Performs quality checks and reviews of client files.

·         Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues.

People Management

·         Oversees staffing needs including hiring, training, disciplining, and terminating as required.

·         Recruits new employees and participates in the selection process.

·         Completes employee orientation, training, and performance appraisals.

·         Coaches and mentors employees and identifies continuous learning and skill-building needs.

·         Implements performance-based incentive and rewards and recognition programs.

·         Mediates conflict and maintains employee morale.

·         Manages front office staff including grooming and boarding staff.

Client Service

·         Drives client visits through strategic client communication and local marketing efforts (i.e. Community).

·         Trains staff on client service initiatives and uses client visit growth best practices.

·         Demonstrates and reinforces the highest level of client service.

·         Manages client relationships; effectively resolves client issues and escalations.

·         Oversees client follow-up procedures, including reminders and call backs.

·         Utilizes client service initiative measurements to evaluate resort and staff performance.

Financial

·         Reconciles daily cash and monitors the petty cash.

·         Continually drives revenue and manages costs to budget.

·         Performs invoice audit reviews.

·         Manages inventory and oversees the semi-annual inventory process.

·         Controls all facility and administrative costs.

·         Utilizes and implements the NVA Incentive Bonus Plan to meet hospital goals.

Qualifications:

Knowledge

·         Supervisory and leadership experience.

·         Customer service and marketing techniques.

·         HR policies and protocol development.

·         Staff management including: coaching, development, performance appraisals, and resolution management.

Skills

·         Customer service best practices.

·         Interpersonal skills.

·         General management skills including reporting and data analysis.

·         Problem-solving and conflict-management skills.

·         Excellent oral and written communication skills.

·         Organizational skills.

·         Basic computer skills (Microsoft Office, Email, and practice management software knowledge preferred

Qualifications: Education/ Experience

·         1-3 years experience in a leadership role.

·         2-4 years of customer service experience.

·         Experience in a pet resort/hospital setting in positions of increased responsibility is a plus.

·         Possess a valid driver's license and proof of insurance.

·         Access to reliable transportation.

• The base hourly range for this position is $20-23. Our pay ranges are primarily determined by role, level, and location. The range provided for each job posting reflects the minimum and maximum target for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.