OPERATIONS MANAGER - dog boarding and daycare

Job description:

As Operations Manager you will be responsible for leading and growing a pet care service - dog boarding and daycare at 3 locations - 2 in Toronto and our country location. Our locations offer a variety of services- dog boarding, daycare, dog walking, retail, grooming, pet food delivery. As an Operations Manager, you will report directly to the company’s owners daily and work with the Uberdog team to enhance and grow existing and new programs. If you are passionate about providing the best care for our canine guests and are capable of building strong client relationships while leading a team of staff - join us!

Duties and Responsibilities:

As Operations Manager you will be responsible for the day-to-day management of dog boarding and daycare at 3 locations. Our number one priority is the safety and comfort and the dogs we care for and your team is responsible for doing just that. We strive to deliver the highest level of client satisfaction. As Operations Manager you will be responsible for managing all aspects of the facilities operations and will have full profit and loss responsibility.

Staff Management

Ensures that all employment activities to include staffing (hire/separation responsibilities), scheduling, training and performance reviews are conducted according to established procedures and in compliance with all legal requirements.

Recommends salary increases and payment of performance bonuses.

Trains, motivates and manages employee performance consistently and fairly. Looks for appropriate professional development opportunities for employees.

Plans and analyzes facility’s staffing levels, ensuring sufficient development and training for all employees.

Ensures the facility compliance with productivity and service standards with a sufficient number of well trained employees. Establishes standards where none exist.

Accountable for accurate financial data to include hours for payroll, approval of timesheets.

Required to perform/ assist all functions for all positions in the facility.

Customer Service

Ensures that all clients receive impeccable customer service at all times.

Educating clients with regard to dog care and the Uberdog services and packages that best meet their needs.

Ensures that phone calls and emails are addressed within the same business day.

Address and problem solve client concerns.

Anticipates, identifies and corrects system breakdowns to achieve guest and customer satisfaction.

Responsible for all client communication with regard to system breakdowns and deficiencies.

Facility Maintenance

Ensures proper management of the facility and equipment through preventive maintenance,daily cleaning processes,, repairs, security measures and adherence to safety and sanitation requirements.

Responsible for all facility assets.

Recommends ways in which the facility can be improved and obtain price quotations for these improvements.

Marketing

Research competitive markets and trends to determine consumer demand, potential sales. Be aware of other facilities and their services and pricing.

Work with the Uberdog Marketing team to deliver content and help implement marketing strategies.

Guest Care and Safety

Evaluate dogs for temperament on meet and greets and during their stays at the facility.(Training provided).

Rapidly identifying problems or guest conditions (medical and behavioural) that need to be addressed and ensuring that the guests receive prompt and complete care and treatment.

Ensures that each guest receives adequate daily attention, including walking, off leash play, food, enrichment, grooming and general supervision.

Ensures that boarding guests parents receive periodic updates and that any concerns as a result of these checkups are dealt with.

Ensures that staff report and makes notes of any health or behavioural concerns encountered during the guest’s time at our facilities.

Budget, Revenues, Target Sales and Profit Levels

Responsible for achieving planned profit levels while ensuring maximum guest satisfaction.

Required Skills:

The Operations Manager must be able to juggle a variety of responsibilities in a fast-paced environment. You must possess a high degree of independent decision making and problem solving skills. You must also have a proven:

• Strong leadership presence

• Strong multi-tasking skills

• Genuine passion for pets and their owners

• Experience in handling dogs of varying breeds, size and temperaments; ability to supervise dog behaviour and interaction (Training Available)

• Ability to complete Canine First Aid certificate (Training Available)

• People person- desire to create a courteous, friendly, professional work environment

• Ability to train, motivate and manage employee performance consistently and fairly

• Strong oral and written communication skills, attention to detail, planning and organizational ability and an exceptional customer service attitude

• Strong budget, forecasting and cost control skills. Ability to produce consistent profits.

• Ability to develop, evaluate and improve workflow processes and procedures

• Planning, analysis, time management skills

• Analytical, solution-oriented approach to business and operations procedures

• Highly computer literate

• Ability to develop marketing strategies including social media, to enhance brand recognition and sales

• Ability to work a flexible schedule that may include both weekdays and weekends; availability to work during seasonal holidays a must

• Self-starter who can perform well in a busy, chaotic environment

• Valid driver’s licence and clean driving record

• Bachelor’s degree or equivalent

• Minimum of 5 years of sales, retail, hospitality or related experience with at least 3 years in a management role

Compensation:

Salary is commensurate with experience. Performance based bonus on fulfilling the requirements of the position.

IMPORTANT: PLEASE NO PHONE CALLS - we are very busy with our guest's care and phone enquiries regarding the position will not be responded to.

PLEASE PROVIDE A COVER LETTER AND RESUME.

We look forward to welcoming you to our team!

Job Types: Permanent, Full-time

Supplemental pay types:

• Bonus pay