Pet Care Operations Manager - Farmington

ESSENTIAL FUNCTIONS:

(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for this position.)

• Deliver internal and external guest service the Nemacolin way. Goes above and beyond – whether for an associate or guest.
• Responsible for actively building and retaining guest relations and acts as a mentor to other employees and coworkers to provide superior guest service.
• Ensures Standard Operating Procedures are adhered to and cohesive.
• Implements company guidelines, manuals and service protocols.
• Purchases supplies and other items needed by department, authorizing purchase orders within guidelines to ensure timely procurement of necessary items.
• Plans and coordinates meetings which include gathering, compiling, and organizing all required information and creating presentation material.
• Communicates directly and on behalf of the owner, executives, associates, family members and others, on matter related to owner’s interest.
• Creates an inviting environment by combining both visual and service atmosphere which conveys the right message and services to guests and their pet(s).
• Responsible for supporting the Director of Animal Life for overall performance of the company and ensures operating objectives and profit remain on target.
• Prioritizes conflicting needs; handles matters expeditiously, proactively, and follows-through on projects to successful completion – often with deadline pressures.
• Positively addresses and resolves guest concerns in a timely manner and communicates any problems/issues to Wooflands Manager.
• Works with the Director of Animal Life to develop strategies to capitalize on opportunities – both short and long-term.
• Responsible for implementing training protocols to ensure they are maintained and completed in a timely manner while ensuring all staff has completed required training/receives support of on-going training needs.
• Ability to use all required office equipment in an effective and efficient manner.
• Excellent attention to detail and ability to multi-task in high-pressure situations.
• Ability to compose, type, route, and file correspondence, etc.
• Ability to communicate effectively and professionally with external contacts and all levels of associates.
• Ability to work under high-pressure situations and maintain confidentiality.
• Expert level communication skills – proper and professional written and verbal communication skills.
• Able to review and comprehend all necessary documentation.
• Expert at various computer applications and programs.
• Demonstrates independent and advanced decision-making for complex problems by utilizing critical thinking, analysis and problem-solving.
• Outstanding time-management skills, with proven ability to accomplish numerous tasks and challenging priorities in an effective and timely manner; demonstrated ability to execute on short-term, deadline-driven tasks daily, as well as important long-term projects requiring collaboration from multiple parties.
• Ability to hand confidential information with discretion and tact.
• Expert level in Microsoft Office (Outlook, Word, Excel, and PowerPoint) as well as Adobe Acrobat.
• Other job duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor’s Degree preferred.
• Ability to type 45 to 65 w.p.m.
• Knowledge of and ability to operate Microsoft Office Programs – Word, Excel, PowerPoint, etc
• Ability to perform basic mathematical functions.
• Independently initiates, follows-up on, and complete assignments as well as special projects.
• Knowledge of financial systems and proficiency with spreadsheet software.
• Ability to perform effectively in a fast-paced environment.
• Strong organizational skills.
• Ability to effectively perform multiple tasks.
• Ability to interface professionally with business contacts and customers.
• Strong understanding of hospitality industry helpful.
• Demonstrates interpersonal sound judgment and decision-making skills in directing administrative tasks, using discretion when necessary, understanding the potential impact on the department.
• At least 5 years’ experience in the Pet Care industry with a genuine interest in the Pet Care profession.

These skills and abilities are typically acquired through the completion of a bachelor’s degree or equivalent, as well as through a minimum of five (5) years of experience in the Pet Care industry. Previous leadership experience preferred.

This job description cannot possibly include a complete comprehensive listing of all the activities, duties or responsibilities that may be require by the organization and/or members of management. It reflects management’s assignment of essential functions, but it does not prescribe or restrict the additional tasks that may be required.

Craft a Career Defined by Excellence, Growth, and Experience

Set within Pennsylvania’s Laurel Highlands, Nemacolin brings together luxury-level service, refined hospitality, and a culture where meaningful careers take shape through experience, mentorship, and opportunity. Each role contributes to extraordinary guest and member moments while building a professional journey grounded in craftsmanship, collaboration, and pride.

A dynamic rooted in accountability, respect, and innovation encourages professionals to contribute ideas, elevate standards, mentor others, and grow with intention.

Professional Development & Recognition

• Paid training and continuous learning opportunities
• Leadership development and accelerated leadership pathways
• Mentorship, coaching, and cross-functional experience
• Monthly recognition opportunities for associates, leaders, and teams

Benefits Designed for Well-Being and Lifestyle

• Competitive compensation and attractive 401(k) program
• Medical, dental, and vision coverage available
• Paid time off
• Educational and career advancement support
• Savings across resort dining, retail, spa, and activities
• Discounted associate meals, dry cleaning, and uniform services
• Exclusive access to The Rec Center, The Market, The Pub, and the Wisteria associate community

A career at Nemacolin weaves together professional and personalized development, meaningful relationships, and the opportunity to help shape unforgettable experiences for guests, members, and colleagues alike.

Bring your passion. Grow your career. Create Real Life Magic.

About Nemacolin

A private, family-owned, and woman-owned luxury resort unlike anything else in the hospitality industry, Nemacolin spans more than 2,200 breathtaking acres in Pennsylvania’s Laurel Highlands. Recognized by Forbes Travel Guide, AAA, and Preferred Hotels & Resorts, this four-season destination blends refined hospitality with creativity, craftsmanship, and a spirit of adventure that defines every guest and member experience.

Distinctive accommodations, immersive experiences, and a culture grounded in artistry and service excellence come together to create a setting where guests, members, and associates find inspiration. Across the resort, Real Life Magic is brought to life through meaningful moments, genuine connection, and a shared commitment to delivering something truly exceptional.

Visit Nemacolin.com to step inside the story, explore the experiences, and discover what draws people to Nemacolin. Then, imagine how your talents, perspective, and ambition could shape what comes next.