Milford, Connecticut
Kennel Manager - GM Job Opening in Milford, Connecticut - POSITION SUMMARY
The Co-Owner/General Manager is responsible for overseeing and coordinating all facility
operations including lodging, doggie daycare, training, grooming and customer service. The
position supervises the manager of each department identified above as well as the Assistant
Manager. This position requires an experienced individual whose goals include:
A superior experience for all pets and clients who utilize our facility.
A stable, well-trained, competent and motivated workforce.
A well-maintained and high quality facility.
Appropriate use of resources to effectively manage the facility, balancing superior quality with cost effective and efficient staffing and use of other resources.
PRINCIPAL RESPONSIBILITIES:
Direct all operations of the lodging, doggie daycare, training, grooming, and customer service
departments. Ensure the highest quality of performance and care for each pet visitor. Ensure
the highest level of customer relations skills and client satisfaction.
Ensure that each pet is given the best care possible.
Check daily with department managers and be aware of all pet issues.
Observe pets each day.
Record all instances of pet illness or injury and review significant concerns with President.
Ensure that good decisions are made regarding communications with owners.
Ensure that all employees are demonstrating positive customer relations skills.
Mentor and develop supervisors.
In conjunction with President, conduct monthly staff meetings and maintain copies of
agenda.
Audit managers? activities and provide feedback.
Ensure that managers are creating accurate and thorough file notes on employees.
Ensure that policies and progressive discipline are enforced consistently and fairly.
Ensure that potential issues are addressed effectively as soon as they arise.
Coach Managers on handling customer relations problems effectively.
Follow up with clients regarding satisfaction with service, and effectively resolve any
escalated issues.
Manage the company?s human resources, including interviewing, hiring, and supervision.
Monitor and manage staffing cost, ensure effective work schedules and use of employee
time.
Spend time daily walking the facility and monitoring general employees? work activities.
Ensure that each full-time employee?s performance is evaluated semi-annually on an
informal basis and annually on a formal basis.
Ensure adherence to all policies and procedures.
Supervise and direct employee training and certification.
Ensure staff receive ongoing training in client relations, safety, pet safety and first aid.
Assist the daily lodging, daycare and customer service operations when necessary.
Develop and implement changes/updates to the Operations Manual.
Analyze and improve pet care policies and procedures or develop new systems and
standards.
Analyze and improve customer service policies and procedures.
Recommend/consult with President on changes/updates to Employee Handbook and Customer
Policies.
Develop, implement and document an effective Employee Safety Program.
Ensure OSHA compliance.
Manage the company business.
Grow company revenues and profitability.
Identify key data to track, analyze and report to President, along with recommendations.
Create new programs, plans, events and strategies to grow the business.
Seek opportunities to promote (Facility Name) via special events, media exposure and
community service.
Monitor implementation of programs, plans and strategies to ensure proper delivery and
evaluate success.
Develop and manage vendor relationships.
Be responsible for ongoing facility appearance and maintenance.
Ensure a clean, safe, sanitary and comfortable environment that is superior to competitive
facilities.
Audit the facility on a regular basis and ensure all maintenance problems are resolved
quickly.
Make recommendations to President for facility and environmental improvements.
Assist accounting and finance functions including payroll, procurement, and accounts payable.
Manage payroll administration.
Assist management of the company?s voice and data systems.
In conjunction with President and Marketing Manager, assist with marketing, advertising,
public relations and client communications programs.
Demonstrate effective leadership with a positive, collaborative and confident working style.
Demonstrate effective organizational skills.
Demonstrate excellent attendance, punctuality and predictability.
POSITION QUALIFICATIONS
Preferably a minimum of 3 to 5 years? experience as a Kennel Manager, Shelter Manager, Pet Care
Manager, or manager of at least 3-5 employees in another industry
Strong background and understanding of dog and cat behavior, especially pack dynamics.
Experience managing aggressive dogs, geriatric pets, and ill/injured pets.
Physically able to secure large dogs and safely handle aggressive pets.
Physically able to perform a Pet Care Technician?s duties.
Superior customer service skills.
Experience writing business policies and procedures.
Experience developing financial goals and managing a department budget.
Effective human resources management skills.
Effective record-keeping and communications skills.
Flexible schedule including early mornings, late evenings, weekends and holidays.
Ability to be accessible 24/7 via phone, text and/or e-mail.
Work Environment
The Company has reviewed this job description to ensure that essential functions and basic duties
have been included. It is intended to provide guidelines for job expectations and the employee's
ability to perform the position described. It is not intended to be construed as an exhaustive list of
all functions, responsibilities, skills and abilities. Additional functions and requirements may be
assigned by supervisors as deemed appropriate. This document does not represent a contract of
employment, and the Company reserves the right to change this job description and/or assign
tasks for the employee to perform, as the Company may deem appropriate.
Job Type: Full-time
Required experience:
Management: 3 years
Manager: 2 years
Animal Care: 1 year
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