Bench Manager - Pet Hotel - Wag Hotels, Inc.

As a Bench Manager, you will provide interim management support across our 15 Wag Hotels locations. This role involves stepping in during management vacancies to ensure exceptional care for our guests, clients, and staff while maintaining operational efficiency. You will be responsible for upholding safety protocols, fostering a positive work environment, and ensuring smooth operations during your tenure at each location.

Competencies:

• Care and Safety: Foster a safe culture and environment for guests and employees, ensuring proper training and preventive measures.
• Managing Performance: Own the performance and productivity of the team, setting clear goals and expectations, and addressing performance issues promptly.
• Communication: Write and speak in a clear, concise, organized, and convincing manner. Foster open communication and feedback.
• Conflict Management: Encourage creative tension and manage conflicts constructively.
• Employee Retention: Actively work to retain a steady team, promote growth opportunities, and develop future leaders.
• Financial Management: Understand financial processes, prepare budgets, monitor expenditures, and set priorities using cost-benefit analysis.
• Managing Change: Support and initiate organizational changes to improve effectiveness.
• Vision: Build a shared vision with others and act as a catalyst for organizational change.
• Leveraging Diversity: Foster an inclusive workplace where diversity is valued and leveraged to achieve organizational goals.

Responsibilities:

• Provide interim management support at various Wag Hotels locations, ensuring operational continuity during management vacancies.
• Travel to various Wag Hotels locations as needed, often for extended periods, to provide continuous management support.
• Adapt quickly to different team dynamics and operational processes at each location.
• Maintain flexibility and readiness to relocate temporarily to any of the 5 NorCal Wag Hotels locations based on business needs.
• Lead operational efforts to support Wag Hotels' growth and profitability goals.
• Recruit, hire, and retain talent, fostering a culture of customer service, care, and safety.
• Manage labor and costs to meet P&L needs.
• Collaborate with the Executive team to develop and execute company policies.
• Handle client requests and concerns promptly, ensuring excellent customer satisfaction.
• Train teams on both back of house and front of house procedures
• Evaluate and appraise staff, lead subordinates, and enforce disciplinary procedures.
• Navigate PEO system for back-of-house departments, including approving timecards, payroll submittal, and scheduling.
• Support the Wag Hotels app, verify retail inventory, and handle review management.
• Maintain full knowledge of care and safety policies and train staff effectively.
• Identify and address employee and client issues in a timely manner.
• Ensure hotel cleanliness, communicate maintenance needs, and manage inventory and ordering.
• Manage facility maintenance, schedule repairs, and present vendor quotes to the General Manager.
• Conduct daily and weekly facility walkthroughs to identify issues and set improvement standards.
• Address guest and caregiver injury issues, ensuring proper incident reporting within 24 hours.
• Define and lead the safety team, schedule safety meetings, and fix safety issues.
• Operate both front and back of the house in emergency situations.

Qualifications:

• Minimum of 3 years of dog boarding or daycare experience.
• Minimum of 2 years of managerial or leadership experience, preferably with a team of 35+ employees.
• Flexible availability, able and willing to work holidays and weekends.
• Ability to transfer to any of our 5 NorCal locations when business needs require the assistance, with potential ability to expand travel to all 15 locations in the future.
• Strong leadership, team management, and communication skills.
• Excellent customer service skills and ability to follow procedures effectively.
• Ability to engage and inspire team members to exceed expectations.
• High-level managerial experience, with the ability to read, understand, and disseminate financial reports.
• Upbeat, motivating, and can-do leader.
• Ability to navigate stressful situations.

Physical Requirements:

• Ability to lift up to 50 lbs.
• Ability to reach and bend while standing for long periods.
• Ability to be around dogs and cats for extended periods.