Pet Resort General Manager

Other Frederick, Maryland


Position at Greenbriar Veterinary Hospital & Luxury Pet Resort

Greenbriar Veterinary Hospital & Luxury Pet Resort, a Thrive Pet Healthcare Partner,  is looking for a General Manager for our Pet Resort. 

The purpose of the General Manager position is to assist the Director of Operations in executing the daily
business activities, supervise, coordinate, and perform a variety of client communication duties to ensure
quality pet care and promote increased efficiency. The General Manager organizes inventory, products,
and serves to promote the facility. This position ensures a positive work environment while maintaining
client satisfaction. Tasks include, but are not limited to, promotion of services, accounts maintenance, and
maintain clients. The position requires patience and experience working with guests and clients, and a
high level of business aptitude and competence to handle the financial affairs of the Resort. The General
Manager organizes inventory, products, and serves to promote the facility. Prioritizes and completes
projects in a timely manner.
Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste,
and contagious diseases.

Benefits – our care in action

We provide benefits spread comprehensively across your mental, physical, emotional, and financial wellbeing designed to meet your needs as a unique individual. Some key benefits include:


  • ​​​​​​Paid time off including 8-weeks of full-pay parental leave, bereavement to grieve both humans and pets, and time off for new pet adoptions
  • Top quality medical, dental, and vision insurance plus health savings account and flexible spending account ​​​​​​​
  • Pet perks including free exams, discounts on products and services, and more at all Thrive Pet Healthcare locations
  • Generously subsidized backup and ongoing care support for children, adults, and pets
  • Mental health benefits including coaching and therapy sessions
  • 401k with employer contribution and no waiting period
  • Continuing education and development support through our library of free CE courses and paid time off to complete
  • Scholarship opportunities and student loan support program

       and so much more!

Reporting Structure

Directly reports to the Director of Operations. Periodically, receives direction from the Medical Director.

Primary Responsibilities

Leadership and Management
• Works alongside with the Director or Operations and Office Manager with hiring team members.
• Assists in coordination with the Resort Manager, the work schedules of Resort team members to meet
patient and client-care needs.
• Schedules and works alongside with the Director of Operations for monthly team meetings.
• Management conflict resolution and fostering a positive work environment, leading by example to
develop positive relationships with team members. Motivates staff and helps build and maintain
morale. Maintains core values and standards.
• Recognizes non-routine or unusual situations and refers to the Director of Operations, along with
recommended solutions.
• Assists the DO with the development and implementation of new protocols and/or procedures.
• Acts as a liaison between DO and sales representatives.
• Spends time on the floor and remains easily accessible to staff and clients.

• Actively recruits candidates for all Resort positions, adhering to staffing and budgetary needs and
• Reviews and screens candidate application information.
• Conducts interviews, and schedules working interviews for the Resort. Pairs candidates with other
staff members to help gauge cultural fit and position fit.
• Hires new employees for the Resort (with Director of Operations approval), prepares new-hire offer
letters, and maintains new-hire packets.
• Conducts orientation program with all new team members for the Resort. Completes the new
employee checklist, which includes but is not limited to reviewing Resort’s SOPs, mission statement
and core values.

Business Operations
• Orders Resort supplies and handles facility needs in a timely manner.
• Uses financial data to ensure budgetary compliance and Resort profitability.
• Works alongside with the Director and Office Manager with planning, implementing, and tracking
goals for Resort growth.
• Works alongside with the Director with all marketing campaigns for the Resort and other services.
• Activation and discounts on client profiles and employee accounts are accurate.
• Audit cancellation information in client account to process refunds or forfeit transfers; update shared
• Oversees and handles event coordination.
• Updates on correspondence documents, including suite cards, husbandry, medication administration
and tracking logs.

Finance and Accounting
• Performs and oversees collecting on accounts, maintaining accounts receivable files, filing posted
invoices, and performing related tasks.
• Resolves financial problems with clients.
• Collects on delinquent accounts and returned checks.
• Makes recommendations for special and presents financial agreements with clients when
appropriate, with approval from DO.
• Ensures the daily deposits are taken to the bank institution.

Client Relations
• Facilitates resolution of client problems and complaints that other staff or leads cannot resolve.
• Improve client retention by addressing concerns and offering pragmatic, appropriate solutions as
applicable to each individual situation.
• Responds to all Facebook messages, appointment requests, comments, shares, and
recommendations for the Resort.
• Improve client retention by addressing concerns and offering pragmatic, appropriate solutions as
applicable to each individual situation.
• Collects and updates medical record transfers (Excel).

Personal Conduct
• Adheres to all Resort policies, standards, and procedures, including but not limited to uniforms,
grooming, smoking, and personal calls, as stated in the employee manual.
• Serves as a representative of the Resort, displaying courtesy, tact, consideration, and a positive
attitude in all interactions with clients, patients, and other staff members.
• Demonstrates initiative in everyday duties by seeking other work during down times, assisting other
employees, and filling in for other Resort employees as needed.
• Adheres to the posted work schedule. Arrives for work promptly and begins work at the start time.
Follows policies for reporting lateness or absences.
• Organizes work area and exercises time-management skills to maximize personal efficiency.
• Ability to plan, organize and effectively present ideas and concepts while displaying team-oriented
leadership skills with the ability to take constructive feedback.

• Minimum of 3 years managerial experience in the pet resort industry, with at least 2 years of direct
report management/leadership experience.
• BA or equivalent recommended; can be supplemented with experience.
• General knowledge of various employment laws, practices, and employee relations.
• Strong ability to adapt to change and support company directives and core values.
• Valid U.S. driver’s license.
• Demonstrated leadership qualities and supervisory abilities, with a high level of emotional
• Availability to occasionally work uncommon hours and overtime and to be recalled in emergency
• Ability to complete assigned tasks in the time allotted without direct supervision.
• Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.
• Excellent interpersonal communication and development skills.
• Ability to lift objects weighing 40 pounds without assistance and objects weighing more than 40
pounds with assistance.

At Thrive Pet Healthcare, we celebrate and embrace the uniqueness and diversity of all of our team members, pet parents, and pets. We strive to create a diverse, equitable, and inclusive culture where all team members belong and feel empowered.