General Manager – USA

Job Description

General Manger – Los Angeles, CA

Job Title: General Manager – Luxury Pet Resort
Location: Los Angeles, CA
Job Type: Full-Time

Our client who owns a luxury pet hotel business is currently seeking an experienced General Manager to join their team on a full time, permanent basis.

Our client offers the ultimate luxury experience for dogs and peace of mind for their owners. With award-winning pet care facilities providing premium accommodations, world-class grooming, and professional day care in a clean, safe, and stress-free environment. They strive on delivering exceptional service and uphold the highest standards of pet care. Join a team of passionate professionals dedicated to making K9 Resorts the best place for dogs to stay, play, and thrive.

The role –

We are seeking a dynamic and experienced General Manager to oversee the full scope of daily operations at our Los Angeles resort. This is a key leadership role responsible for staff management, customer experience, operational efficiency, financial performance, and community engagement. The ideal candidate is a natural leader who thrives in a fast-paced, service-driven environment.

Responsibilities include –

Team Leadership & Staff Management:

• Recruit, train, and manage all resort staff, including supervisors and assistant managers.
• Foster a positive team culture through regular coaching, clear expectations, and performance reviews.
• Lead by example and motivate staff to maintain high morale and professionalism

Operational Oversight:

• Oversee the full day-to-day operations of the resort, ensuring all departments run efficiently.
• Coordinate schedules, monitor workflows, and resolve operational issues to maintain service quality.
• Ensure the facility is well-maintained, safe, and compliant with all health and safety standards.

Customer Experience & Service Excellence:

• Ensure an exceptional experience for clients and their pets by upholding service and care standards.
• Personally manage high-level customer concerns or complex service issues.
• Regularly assess feedback and implement improvements based on customer satisfaction data.

Financial Management & Budgeting:

• Review monthly P&L statements and oversee expense control strategies.
• Create and manage the annual budget in alignment with business goals.
• Ensure payroll accuracy, vendor payments, and compliance with financial procedures.

Marketing & Brand Representation:

• Oversee local marketing efforts, advertising, and promotional materials.
• Actively engage with the local community, including vets, pet shops, and related businesses, to build brand awareness.
• Ensure all marketing aligns with the K9 Resorts brand image and values.

Performance & KPI Management:

• Set and track key performance indicators across departments to drive results.
• Identify trends, evaluate operations, and implement changes to improve overall business performance.

Compliance & Staff Training:

• Ensure all staff complete required K9 Resorts training and certifications.
• Uphold compliance with safety standards, labor laws, and internal policies.

Brand Representation:

• Serve as the local face of K9 Resorts, maintaining strong communication with corporate.
• Represent the brand professionally both on-site and within the local community.

What we’re looking for –

• 3–4+ years of management experience in pet care, luxury hospitality, or related industry. BA
• Strong leadership, communication, and problem-solving skills
• Proficiency in Microsoft Office and basic financial reporting
• Ability to manage teams, delegate tasks, and drive performance
• Passion for pets and a commitment to delivering exceptional customer experiences
• Willingness to work flexible hours, including weekends and holidays
• Valid Driver’s License required

What’s on offer –

• Competitive salary (DOE) – 75,000.00 – 100,000.00 USD per annum
• Comprehensive training and certification through K9 Resorts
• A collaborative and supportive team culture
• The opportunity to lead a respected, luxury pet care brand
• A rewarding role making a difference in the lives of pets and their families