Job Description

The Doggie District – Grand Canyon in Las Vegas, NV is looking for a Resort Supervisor to join our team!

The Doggie District is Las Vegas’s premier luxury pet facility.

Our ideal future team members have a strong background in human resources, finance and budget management, customer service, and leading a team. Veterinary or medical office management experience preferred.

About the Resort

• 10,000 square foot outdoor play yard
• Indoor climate controlled suites and play yard
• Clean, spacious facilities
• Boarding, Daycare, Training, and Grooming available

For more information visit https://www.doggiedistrict.com/about-us/ .

About Las Vegas, NV

Las Vegas, officially the City of Las Vegas and often known simply as Vegas . T he city anchors the Las Vegas Valley metropolitan area and is the largest city within the greater Mojave Desert . The city bills itself as The Entertainment Capital of the World , and is famous for its mega casino-hotels and associated activities. It is a top three destination in the United States for business conventions and a global leader in the hospitality industry .

Company Overview

Based in Greater Los Angeles, National Veterinary Associates (“NVA”) is the largest private owner of freestanding veterinary hospitals and pet resorts in North America, with 700+ companion animal veterinary hospitals and pet resort locations.

NVA has grown rapidly over its history and continues to aggressively execute its growth plans via a combination of acquisition, new resort and same-store initiatives. NVA’s pet resorts business line competes in an $8+ billion industry that has grown over 5% year over year since 2015. As of 2019 over 67% of US households have a pet; industry growth has benefitted from the trends towards humanization of pets and demand for premium/luxury offerings in the animal care and goods space.

The Resort Supervisor is a leader and an integral member of the Resort management team. The Resort Supervisor partners with the General Resort 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 resorts schedule and manages labor costs to budget.
• 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

• Oversees employee benefits program and resort insurance plans.
• Educates employees on resorts financial policies and procedures, and client compliance program responsibilities.
• Performs quality checks and reviews of client files.
• Manages vendor relationships.
• Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues.

People Management

• Participates in 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.

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

• Manages accounts receivable.
• Reconciles daily cash and monitors the petty cash.
• Continually drives revenue and manages costs to budget.
• Performs invoice audit reviews.

Qualifications: Knowledge, Skills, and Abilities

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).

Abilities

• 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 leadership role.
• 2-4 years customer service experience.
• Experience in a pet resort/hospital setting in positions of increased responsibility a plus.
• Valid Driver’s License, current insurance that includes comprehensive and collision coverage and a vehicle you are willing to transport a pet in during an emergency.

Work Environment

• Move throughout the resort for extended periods of time (up to 10-12 hours per day).
• Move 50 lbs. for distances of up to 10 feet.
• Balance and move up to 25 lbs. for distances of up to 50 feet.
• Understand and respond to team members’ and guests’ requests in a loud environment.
• Perform basic math and understand finances and cost management.
• Bend, stoop, and reach in order to run and load dogs/cats, serve customers, and clean the resort.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

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.