About This Role
Resort managers lead the client experience at the company's facility, overseeing daily front desk operations and ensuring every client interaction reflects exceptional care and professionalism. This role suits someone highly motivated, organized, and charismatic, who thrives in a fast-paced environment and loves both people and pets.
Responsibilities
- Develop, refine, and maintain front-of-house standard operating procedures (SOPs)
- Ensure smooth daily operation of reception, client communication, scheduling, and check-in/check-out processes
- Identify operational inefficiencies and implement solutions that improve workflow and guest satisfaction
- Assist ownership/leadership with policy creation and operational growth initiatives
- Maintain a calm, professional environment during busy periods or challenging situations
- Train and onboard new front desk and guest services staff
- Coach team members on customer service standards, communication, and professionalism
- Create training materials and systems to improve consistency and accountability
- Lead by example through professionalism, positivity, and reliability
- Deliver an exceptional, personalized experience for every client and pet
- Handle client concerns with empathy, professionalism, and problem-solving skills
- Build strong relationships with recurring clients and foster client loyalty
- Ensure the front desk atmosphere is welcoming, polished, and efficient
- Educate clients on services, packages, memberships, and add-ons
- Support upselling initiatives in a way that feels genuine and service-oriented
- Help identify opportunities to increase client retention and revenue growth
- Track trends, client feedback, and operational opportunities to improve the business
Requirements
- Strong customer service and interpersonal skills
- Excellent organizational and communication abilities
- Ability to multitask and remain composed in a fast-paced environment
- Reliable, punctual, and solutions-oriented
- Comfortable leading and training staff
- Positive attitude with a professional appearance and demeanor
Nice to have:
- Veterinary, veterinary assistant, kennel management, or pet care background
- Previous leadership or management experience
- Experience in hospitality, luxury service, reception, or client relations
- Some sales or upselling experience
- Experience creating policies, systems, or operational procedures
Benefits
- Opportunities for advancement and professional growth