General Manager

GM Roles & Responsibilities

• Recruiting, interviewing, hiring, supervising, managing, and disciplining team members
• Creating employee schedules, assigning schedules and responsibilities to employees, checking to see if these responsibilities and assignments are carried through in the club
• Training new employees and providing ongoing education for employees
• Evaluating staff based on performance-based metrics
• Setting criteria for the team such as club sales performance and member approval or complaints
• Managing the club operations and facilities ensuring a clean and well functioning environment.
• Pet Health & Safety - Ensuring humane treatment of all animals for all service offerings at all times. Maintain a safe, secure, and healthy facility environment by establishing, following, and enforcing sanitation standards and procedures; complying with health and legal regulations. Enforce company pet sick care policies.
• Financial Responsibility - Maintain supply cost controls. Meet store financial objectives. Control costs without compromising quality.
• Responsible for managing the team, training, coaching, scheduling, and ensuring the integrity of the PUPS corporate culture. Meet regularly with team leads to get feedback on improving the level of service as well as Team Member satisfaction. Acknowledging the accomplishments of team members and conducting monthly award recognitions. Scheduling performance reviews as well as documenting performance. Enforcing policies and procedures.
• Facilities - Maintain high standards of cleanliness at all times. Develop daily, weekly, and monthly cleaning tasks. Ensure cleaning tasks have been completed. Ensure that store assets are treated with respect. Work with maintenance partners to fix any damaged equipment, furniture, or fixtures in a timely manner.
• Member Communication & Outreach - Be a brand champion. Know members on a personal level. Encourage feedback and reviews. Build relationships. Handle all sensitive member service issues. Take ownership and be empathetic to all member inquiries or requests.
• Operations - Supply Ordering. Maintaining security systems and key inventory. Maintain Register. Cash Drops. Organize club team functions.