Chantilly, Virginia
General Manager Job Opening in Chantilly, Virginia - General Manager
Who We Are
At Dogtopia we?re dedicated to offering exceptional care for dogs and have over 50 locations in the United States and Canada to prove it. Our modern facilities provide healthy, safe and fun environments for dogs to socialize and play in and are supervised by a highly trained and loving team. With some seriously cool branding, a new leadership team and 100 stores to open by the end of 2017, we think???you need to meet us!
But don?t just take our word for it??Since opening in 2002, we?ve been the recipient of many awards for our facility design, customer service and cutting-edge innovations, including: Pet Product News International Retailer of the Year (2013), Pet Age Business of the Year-Bronze (2014), Inc. 500/5000 List of America?s Fastest Growing Companies and Entrepreneur?s Franchise 500 (2016).
Dogtopia-isms:
We LOVE life unconditionally like a dog
We STAY loyal to our pack
We CHASE the absolute highest standards of safety
We PLAY to our full potential
We TREAT every day like it?s the most exciting day ever
Job purpose
The General Manager is responsible for the success or failure of the business and team within their assigned location. As such this individual needs to be able to actively speak to the plan, budget, revenue and health of the store at all times as well as the level of development of the team.
Job title General Manager Reports to District Manager
Duties and responsibilities
Team Management
Demonstrate symbolic leadership by being a professional and respectful example for the team
Sets concise goals for the ASM and shift leaders and holds them accountable to developing the team daily by offering feedback and training
Creates weekly schedule and QC daily schedules made by shift leaders or QC?s schedule made by ASM
Maintains optimum staffing levels through interviewing and developing shift leaders in recruitment
Lead by example and maintain accountability for company policies and procedures by documenting, writing and delivering corrective actions when necessary
Write reviews for shift leaders as well as quality control all team reviews written by shift leaders
Drive Sales and Profitability
A Commitment to Sales through Prospecting and qualifying new clients with the goal to consistently convert leads and fill playrooms.
Outreach to local businesses and places of interest.
Plan and implement the path of discovery for your special location. Own and train the path of discovery to Shift Leaders and Certified Evaluators.
Educate and build a relationship with the pet parent through an initial introduction, the meet and greet process, and a tour of the facility following the path of discovery.
Selling the value of our services to our guests when they visit our facility during their meet and greet and/or tour
Implement package, membership and subscription sales strategies and actively sell new packages. Own the process and train location?s leadership how to close a successful sale.
Maintain customer database and collect statistics on new membership activity and take up rates.
Participate in customer service feedback programs distributing and collecting surveys and reporting customer feedback.
Assist in the ongoing development and promotion of Dogtopia culture throughout the community.
Develop an awareness of competitor pricing and services.
Actively seeks out outside events and/or partnerships to grow brand presence.
Potential to manage front desk operations and/or act as a floater, as needed.
Clean and Safe Environment
Maintain and updates cleaning schedule as needed and hold team accountable to standards being met through consistent review
Hold shift leaders accountable to proactively assign additional cleaning tasks as necessary to ensure high level of sanitation and odor-free environment
Continuous training of team on safe dog handling and workplace safety and thorough reviews of any dog incidents to provide necessary feedback and training as well as developing shift leaders in handling tough client conversations
Dismissing dogs proactively with ongoing behavior issues and maintain detailed records of and review health and behavior records regularly. Using each dismissal as a training opportunity for ASM to develop in how to respectfully have those conversations. After development only have those conversations when ASM needs further assistance.
Financial and Administrative
Develop team in up-selling and using Meet and Greets to grow revenue
Consistently auditing shift leader invoices for accuracy
Ensure that the Activity Log is updated and reviewed regularly by shift leaders and entire team
Actively manage groomers including quality control of work, schedules and client records
Weekly audit of POS system records of shift leaders including vaccinations, address changes, and credit cards
Maintain controllable expenses within budgetary constraints including forecasting, tracking and ordering supplies, minimizing payroll, and actively look for ways to maximize efficiency
Analyze and be able to speak to the profit and loss statement
Oversees marketing for the store including events, partnerships, networking and actively growing the business by partnering with the marketing team on maintaining store budget
Customer Service & Presentation
Maintain a neat and organized Front Desk team and area at all times. This includes holding team to professional and clean dress code at all times
Set the example for the team on the tripartite relationship with the Pet Parent and dog and hold accountability to internal and external customer service standards.
Utilize Listen360 effectively to maintain customer satisfaction by taking immediate action with any score below 7. Target should be 85% client satisfaction rating
Symbolic Leadership
Maintains overview of the building at all times from customer viewpoint looking for any potential maintenance issues
Assist in establishing vendor relationships to lower cost and maximize productivity
Communicates any concerns or needs to District Manager proactively and partnering after attempting to resolve issues
Tracks Revenue Goals and aggressively seeks out ways to raise revenue and profitability. Fosters a culture that leads the team to be able to speak to the goals and possess ownership in the success or failure of the businessThe General Manager must be comfortable working in all areas of their assigned location, to include playrooms as must be able to work on their feet for extended periods of time. Must be able to lift and manipulate dogs of up to 100 lbs, and move client dogs throughout the building in an expedient manner. Attending the playrooms may be required depending on business need. Must be able to handle dog-safe cleaning Manager Shift Leaders Room Attendants Groomer
Job Type: Full-time
Direct reports
Physical requirements
Working conditions
Job Type: Full-time
Salary: $43,000.00 to $45,000.00 /year
Required experience:
Management: 5 years
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