Pet Resort Manager

UAE / Urban Tails Pet Resort

Urban Tails Dubai is a busy Boarding & Daycare facility for Cats & Dogs.

The Resort Manager will be a strong, dependable leader and an integral member of the management team, working with the General Manager to provide a safe, secure and profitable operation by driving revenue and managing costs. This job requires educating employees, overseeing operations and staff, maintaining good client relations as well as physical labor.

Leadership and Planning
•Supports managing labour costs to budget.
•Helps establish and achieve goals for the resort and staff.
•Acts as a champion for change and identifies, shares, and promotes best practices.

•Develops and implements resort policies with General Manager. The Resort Manager will have a strong focus on accuracy and maintaining high cleaning & operational standards throughout the resort.
•Assists with the development and implementation of resort policies.
•Assists with the management of vendor and partner relationships.
•Manages & oversees Social Media accounts and daily posts.
•Manage maintenance jobs/ schedules with contracted company.
•Communicate all operating policies, customer issues and general issues at weekly meetings.

People Management
•Assists with the recruitment of new employees and participates in the selection process.
•Completes employee training and performance appraisals.
•Coaches & mentors employees and manages continuous training & retraining.
•Delegates duties for Pet Carers, Drivers & Cleaning staff and manages Roster & Annual Leave.

Customer Service:
•Manages client relationships; effectively resolves client issues.
•Oversees client follow-up procedures, including reminders and call backs.

• Managerial and leadership experience.
• Has an in-depth knowledge of dog and cat behavior (psychology) and positive reinforcement techniques.
• Customer service and marketing techniques.
• HR policies in the UAE.

• Customer service best practices.
• Interpersonal skills.
• Problem solving and conflict management skills.
• Excellent oral and written communication skills.
• Organizational skills and meticulous attention to detail.
• Computer skills (Microsoft Office, Email, and industry software knowledge preferred).

• The ability to delegate responsibility and achieve results with resort team members.
• Must be able to handle multiple tasks and remain flexible with assigned duties.
• Must have a positive attitude and be able to work well in team environment.
• Capable of quality decision making.
• The ability to coach, correct, develop and motivate employees.
• Demonstrates excellent time and task management.
• Demonstrates professional and courteous presentation with staff and clients.

Qualifications: Education/ Experience (only candidates with Managerial experience will be considered for the role and prior in an animal related job)
• 2-3 years’ experience in a Manager role & Customer Service role
• Experience in a pet resort, retail hospitality business or veterinary hospital in positions of increased responsibility preferred.
• Possess a valid driver’s license
• Flexible schedule with the ability to work 5 days, many weekends and holidays (Easter, Summer, Christmas). We are operational 24/7 all year around.



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