General Manager (Large Facility)

Job Description

Job Description

General Manager (Large Facility)

The General Manager/Large Facility plays a vital leadership role by ensuring smooth, safe, and successful daily operations at a Social Pet location. This position is responsible for maintaining high standards of pet care, staff performance, customer service, and overall facility efficiency. The Senior General Manager fosters a positive and productive environment for both team members and the pets entrusted to our care. Acting as a key support to leadership, the Senior General Manager coaches and develops team members, oversees scheduling and shift coverage, facilitates staff meetings, and performs “Manager on Duty” responsibilities.

This role leads a high-volume facility operating at approximately 150 Dogs Per Day + and requires strong operational leadership, team oversight, and the ability to manage complexity while maintaining exceptional safety and service standards.

This role also supports multi-location needs and serves as an active partner in maintaining Social Pet’s commitment to excellence in pet care and team culture.

ResponsibilitiesStaff Management

Manage the Assistant Managers to ensure team members are using proper delegation of work while meeting daily goals.

• Train, coach, and provide feedback to Assistant Managers on a regular basis.

• Ensure staffing levels are maintained according to business needs, including planning for high-volume days and peak seasons.

• Lead a multi-layered team structure, including Assistant Managers and shift leaders, ensuring accountability across all shifts.

• Make critical decisions that ensure the business and employees are in line with company policies.

Customer Service

• Maintain high standards of customer service while handling escalated customer issues or complaints effectively.

• Ensure the location is maintaining high standards to ensure customers receive prompt, courteous, and efficient service on a regular basis.

• Oversee high-volume check-in and check-out flow to ensure a seamless and positive client experience.

Operational Efficiency

• Oversee daily operations and ensure smooth functioning across all areas of the facility.

• Manage overall schedules and shifts for optimal coverage, aligning staffing with volume trends and Dogs Per Day (DPD).

• Oversee daily operational flow including playgroup rotations, lodging, and enrichment to ensure safety and efficiency at scale.

• Ensure the workplace is clean, organized, and compliant with health and safety standards at all times.

• Maintain proper dog-to-staff ratios and ensure safe group management in a high-capacity environment.

Sales & Financial Management

• Meet or exceed sales targets and KPIs, including Dogs Per Day (DPD) and revenue goals.

• Use data and metrics to drive decision-making, including labor management, scheduling, and operational efficiency.

• Create and manage budgets, track expenses, and ensure cost efficiency.

• Perform cash handling, deposits, and reconciliation procedures while maintaining accurate records of all transactions.

Training & Development

• Manage the overall plan for training new hires and ongoing development for existing team members.

• Coach Assistant Managers and leaders to effectively manage teams in a fast-paced, high-volume environment.

• Monitor overall location performance and identify areas for improvement.

Compliance & Reporting

• Ensure compliance with company policies, procedures, and regulations.

• Complete daily, weekly, and monthly reports on sales, inventory, staffing, and performance metrics.

• Monitor and enforce safety policies, including animal behavior protocols and emergency procedures.

• Ensure strict adherence to safety and operational standards required for a high-volume pet care environment.

Leadership & Culture

• Lead by example and motivate the team to achieve goals by following the Social Pet Core Values.

• Foster a positive, inclusive, and productive work culture.

• Meet one-on-one with Assistant Managers on a regular schedule to promote open communication and accountability.

• Recognize and reward outstanding team performance.

Experience (Requirements)

• Minimum of 5+ years in a managerial or leadership role in the pet care industry.

• Previous experience working in a pet care facility, such as daycare, grooming, or lodging, is highly desirable.

• Experience managing high-volume operations (100+ dogs/customers per day) strongly preferred.

• Experience leading larger teams (25+ employees and Manager across multiple shifts) preferred.

Skills

• Strong leadership and team management skills with the ability to motivate and develop staff.

• Excellent customer service and communication skills.

• Ability to handle multiple tasks and prioritize in a fast-paced, high-volume environment.

• Strong problem-solving skills and ability to make decisions independently.

• Basic financial management skills, including cash handling and budget oversight.

• Knowledge of pet care standards, including animal behavior, group play management, and safety protocols.

Physical Requirements

• Ability to lift and carry up to 50 lbs.

• Ability to stand, bend, and move for extended periods.

• Ability to handle pets of various sizes and temperaments, including lifting, walking, and ensuring their safety.

ABOUT SOCIAL PET HOTEL & DAYCARE

We are a family-owned pet hotel & daycare which offers the best choices for doggy daycare, boarding, grooming, and training in Charlotte, Northlake, and Pineville, NC. We offer daycare options including small group play and one-on-one enrichment activities; a variety of comfortable boarding accommodations with personalized amenities; and spa services ranging from a basic bath, brush, and nail grind to a full pup makeover. We support dog parents by identifying each dog's personality traits, prior experiences, behavior, and level of athleticism so we can create a program that truly benefits each individual dog .