General Manager – The Gold Leash Pet Hotel & Daycare

Location: Naperville , 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

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.

· 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 expands

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.