NVA owns over 600 companion animal veterinary hospitals providing a full range of medical and surgical services.
NVA was founded in 1996 by Stanley Creighton DVM, with an emphasis on supporting local medical standards as established by individual hospitals and practitioners. He believed then as we do now, that veterinary medicine is best practiced when veterinarians craft their own hospital and community specific strategies for high quality patient care and client services.
Dr. Creighton?s vision for NVA has continued to develop. Today we strive to embrace the philosophies of Servant Leadership as we move forward in developing leadership teams within individual hospitals. We are looking for leaders to join our group who are passionate about improving the lives of pets and demonstrate the ability to:
Contribute to a candid, fair, and caring work environment, and
Due to our continued growth, we are seeking to hire experienced General Resort Managers to join our pet resorts across the greater Kansas City area.
The General Resort Manager is a leader and an integral member of the General Resort management team. The General Resort Manager partners with the Regional Director 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 resorts 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.
Oversees employee benefits program and resort insurance plans.
Educates employees on resorts financial policies and procedures, and client compliance program responsibilities.
Develops and implements resort policies
Performs quality checks and reviews of client files.
Manages vendor relationships.
Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues.
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.
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.
Ensuring payroll is accurately completed and submitted for all resort staff.
Manages accounts receivable.
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, Skills, and Abilities
Supervisory and leadership experience.
Multi-functional operations including budget and labor management.
Customer service and marketing techniques.
HR policies and protocol development.
Staff management including: coaching, development, performance appraisals, and resolution management.
Customer service best practices.
General management skills including reporting and data analysis.
Problem solving and conflict management skills.
Excellent oral and written communication skills.
Basic computer skills (Microsoft Office, Email, and practice management software knowledge preferred).
The ability to delegate responsibility and achieve results with resort team members.
Must be able to handle multiple tasks and remain flexible with assigned duties.
Capable of championing change and driving innovative programs in the resort.
Must be able to work well in team environment.
Capable of quality decision making.
The ability to coach, correct, develop and motivate employees.
Demonstrates excellent time and task management.
Demonstrates professional and courteous presentation with staff and clients.
Qualifications: Education/ Experience
3-5 years' experience in a Manager role.
2-4 years customer service experience.
Experience in a pet resort/hospital setting in positions of increased responsibility a plus.
Possess a valid drivers license and proof of insurance.
Access to reliable transportation.
Equal Employment Opportunity
It is the policy of the company to afford equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, non-disqualifying disability or status as a disabled or Vietnam era veteran.