General Manager at The Gold Leash – Ottawa, Illinois

General Manager – The Gold Leash Pet Hotel & Daycare

Location: Ottawa , IL Schedule: Full-Time | ~45 Hours per Week (includes weekends & holidays as needed)

Reports to: Area Manager

About Us

At The Gold Leash Pet Hotel & Daycare, we believe every pet deserves a home away from home. Our mission is to provide a safe, enriching, and loving environment for dogs of every breed, age, and temperament — supported by a passionate, well-trained team.

As we continue to grow, we’re seeking a hands-on, organized, and compassionate General Manager to lead daily operations, inspire our team, and uphold our exceptional standards of care, service, and safety.

Position Summary - We are expanding! New Role, New Facility.

The General Manager oversees all aspects of facility operations — from team leadership and client relations to operational excellence and profitability. This is an active, on-the-floor leadership role that balances daily management with direct engagement in staff development and pet care.

The ideal candidate leads by example, thrives in a fast-paced environment, and loves working with both people and pets.

Key Responsibilities

Leadership & Staff Development

· Lead, coach, and motivate all team members, including Assistant Managers, Kennel Leads, and Pet Techs.

· Foster a culture of accountability, communication, and teamwork.

· Oversee scheduling, time clock accuracy, and payroll via Paylocity.

· Conduct coaching sessions, performance reviews, and disciplinary write-ups as needed.

· Support new hire onboarding and ongoing training programs using Dog Gurus and internal systems.

Operations Management

· Oversee the daily facility flow for boarding, daycare, and grooming operations.

· Ensure compliance with all Gold Leash SOPs and facility standards.

· Utilize MoeGo or Gingr for booking management, customer communication, and staff notes.

· Monitor occupancy, daily revenue, and payroll percentages; report weekly metrics to the Area Manager.

· Manage vendor relationships, inventory, and facility upkeep.

· Monitor and respond to shared inboxes, voicemails, and customer inquiries; maintain same-day response standards.

Customer Experience

· Answer and manage inbound phone calls, emails, and texts in a professional, timely manner.

· Ensure accurate documentation of all communication in MoeGo/Gingr.

· Provide outstanding service to pet parents and ensure clear communication.

· Respond to customer questions, feedback, and concerns promptly and professionally.

· Support front desk operations during high-volume times.

· Encourage and track upsells of services, add-ons, and Furever Reports.

Pet Care & Safety

· Supervise dog playgroups, ensuring safe interactions and appropriate rotations.

· Ensure all boarding and daycare guests meet vaccination and temperament requirements.

· Assist with behavior assessments and emergency situations as needed.

· Coordinate with veterinarians and maintain accurate health records.

Qualifications

· 3+ years of management experience (pet care, hospitality, or customer-service setting preferred).

· Experience handling animals, especially dogs and cats, in a professional or personal capacity.

· Experience in transitions from business to business

· Proven ability to train, coach, and hold staff accountable.

· Strong organizational and time management skills.

· Hands-on leadership style — willing to clean, handle dogs, and support all areas when needed.

· Excellent phone etiquette and professional email communication skills.

· Familiarity with Paylocity, MoeGo, or Gingr preferred.

· Available for weekend and holiday coverage as part of leadership rotation.

Compensation & Perks

· Competitive Salary (based on experience)

· Weekly Performance Bonus Opportunities

· Annual Performance-Based Bonus

· 3rd-Party Health Insurance through Blue Cross Blue Shield (BCBS)

· 20% Employee Discount on all services and retail

· Free 10-Day Daycare Package every quarter (for your own pup!)

· Career Growth Opportunities as our company continues to expand

Why You’ll Love Working Here

· Positive, supportive management team that values input and growth.

· Hands-on, fast-paced environment surrounded by dogs every day.

· Opportunity to shape operational excellence across multiple facilities.

· Family-style culture that recognizes hard work and celebrates success.

To Apply: Please submit your resume and a brief note about your management experience and passion for working with animals. Qualified candidates will be contacted for an interview.

· 3+ years of management experience (pet care, hospitality, or customer-service setting preferred).

· Experience handling animals, especially dogs and cats, in a professional or personal capacity.

· Proven ability to train, coach, and hold staff accountable.

· Strong organizational and time management skills.

· Hands-on leadership style — willing to clean, handle dogs, and support all areas when needed.

· Excellent phone etiquette and professional email communication skills.

· Familiarity with Paylocity, MoeGo, or Gingr preferred.

· Available for weekend and holiday coverage as part of leadership rotation.

Qualifications & Skills

• Strong leadership and team management capabilities.
• Excellent organizational and multitasking skills.
• Superior communication skills with staff and clients.
• Proficiency in Gingr, Workforce, Dog Gurus, Indeed, WhatsApp, and OneDrive.
• Ability to problem-solve and stay calm under pressure.
• Passion for pet care and dedication to high standards.