Pet Resort Manager

Do you love pets, people, and leading teams? Are you energized by building a great culture, driving results, and growing your career in operations leadership?

Swift Creek Pet Resorts is looking for a hands-on Manager to help lead our Pet Resort in Midlothian, Va. In this role, you’ll partner closely with the Hospital Manager to run day-to-day operations, develop the team, and deliver outstanding care and service to pets and their people.

Who We Are:

Swift Creek Animal Hospital has been serving Midlothian area pets and their parents since 1986. In 2008 we moved to Colony Crossing, one mile south of St. Francis at the end of the Powhite Parkway. Since our beginning, our practice has been built on personal care, open communication and the highest-quality medicine. While our hospital has expanded, we continue to provide the same warm family atmosphere we are known for. We look forward to serving you and your pets!

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

What You’ll Do:

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
• Bilingual skills

Work Environment

• 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

• Medical, Dental, Vision insurance
• 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
• Pet Benefits