General Manager

Cambridge, MA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $70,000.00 - $74,000.00

Work Schedule

Day Shifts

Weekend Shifts

Benefits

Medical

Dental

Vision

401(k)

HSA

FSA

short-term disability

long-term disability

Accident Plan

hospital indemnity

Critical Illness Plan

career growth

Pet-friendly workplace

Job Description

NVA Pet Resorts is a prestigious part of National Veterinary Associates (NVA), known as one of the largest private owners and operators of veterinary hospitals and pet resorts across North America. The company is recognized for its unwavering dedication to the health and well-being of pets by providing safe, loving, and engaging environments. NVA Pet Resorts is committed to delivering best-in-class service to its clientele and fostering a supportive and positive workplace culture for all team members. This dedication has established NVA Pet Resorts as a trusted name in pet care within the veterinary and pet resort business sphere.

Located in Newton, Massachusetts, NVA Pet Resorts is currently seeking an experienced General Manager to lead its Pooch Hotel Newton resort. This role is a full-time position with a competitive salary range between $70,000 and $74,000, depending on the candidate's experience. The General Manager position is ideal for someone passionate about pets and talented in managing fast-paced operations while driving business growth and team engagement.

As the General Manager, you will be responsible for overseeing the entire daily operation of the resort, including guest services, business performance, sales growth, and team management. You will lead by example to ensure that all services reflect the high standards and brand excellence associated with NVA. Your leadership will be instrumental in driving profitability while fostering a positive, accountable, and growth-oriented work environment. The role combines operational leadership with strategic business ownership, requiring a hands-on approach to achieve financial targets and maintain a seamless guest experience for both pets and their owners.

Your responsibilities will encompass managing staff performance, developing leadership within the team, and ensuring compliance with operational policies and safety standards. You will have the autonomy to develop and implement comprehensive sales and marketing strategies tailored to the local market to drive demand and build strong community relationships. You will also oversee staff training and certification to maintain high service standards and operational excellence.

Working at NVA Pet Resorts means being part of an organization where pets are more than just animals—they are considered family members. The company’s culture encourages professional growth, teamwork, and well-being, making it an appealing workplace for caretakers who thrive on making a meaningful impact in pets' lives while delivering exceptional customer service. The General Manager will play a critical role in sustaining this culture by fostering clear communication, developing talent, and advocating for continuous improvement throughout the resort operations.

This position requires a dynamic leader with strong operational expertise, financial acumen, and excellent interpersonal skills capable of managing multiple priorities in a fast-paced setting. The successful candidate will have a passion for driving change, improving processes, and influencing positive outcomes. Flexibility to work up to 45 to 50 hours per week including evenings and weekends is essential, along with a commitment to the safety and well-being of pets, employees, and guests.

NVA Pet Resorts offers a comprehensive benefits package including medical, dental, vision coverage, 401(k) with employer match, and various health saving account options. Additionally, employees enjoy career advancement opportunities in a rapidly expanding organization that prioritizes employee engagement and pet-friendly workplace practices. Join NVA Pet Resorts as a General Manager and lead one of the country’s respected pet care establishments where passion for animals meets professional growth and operational excellence.

Job Requirements

high school diploma or equivalent
3 to 5 years of management experience including profit and loss responsibility
strong operational leadership and 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 driver’s 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

Job Qualifications

high school diploma or equivalent
3 to 5 years of management experience including profit and loss responsibility
strong operational leadership and 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 driver’s 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
experience in hospitality, retail, restaurant management, veterinary, or similar service environments preferred
bilingual skills preferred

Job Duties

lead by example and communicate NVA’s 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 leadership bench by coaching and growing assistant general manager, shift leads, and team members
own resort performance against budget and key metrics including revenue, labor, cost of goods sold, expenses, and EBITDA
create and execute 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
build and execute 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
hire, onboard, train, and retain a high-performing team across front- and back-of-house operations
ensure completion of required training and certification programs
provide consistent feedback and performance management aligned to company policy
maintain a strong hiring pipeline
build engagement through communication, development opportunities, and proactive retention practices
ensure operational excellence across safety, pet care, facility standards, cleanliness, inventory, and compliance
maintain compliance with OSHA, cash handling, and operational policies
ensure appropriate coverage while following scheduling and labor guidelines
lead shifts as manager on duty to set expectations, inspect results, and respond to business needs
ensure mastery of resort roles and standards through training, audits, and follow-through
execute daily audits, enforce checklists, and ensure end-of-shift reporting
own action plans for operational hot spots and drive improvements
escalate concerns to market or regional leader as appropriate