Pet Retreat / Boarding Facility Manager

Position: Pet Retreat Manager
Location: Cessna Pet Retreat- Hosur, Tamil Nadu
Experience: 3–6 years (Pet care, hospitality, operations, kennel management, customer service, or related field)

About the Role

We are looking for a Pet Retreat Manager to oversee the daily operations of our pet boarding and daycare facility. The ideal candidate is passionate about animal welfare, customer experience, team management, and maintaining the highest standards of pet care, safety, and hygiene.

Key Responsibilities

• Working as per the core values of the organization
• Manage day-to-day operations of the pet retreat, boarding, and daycare facility.
• Ensure the safety, comfort, health, and well-being of all pets under care.
• Supervise and guide pet care associates, handlers, groomers, and support staff.
• Monitor feeding schedules, medication administration, exercise routines, and enrichment activities.
• Handle customer inquiries, bookings, check-ins, check-outs, and service escalations to ensure high client satisfaction and retention.
• Maintain facility cleanliness, hygiene standards, and biosecurity protocols.
• Coordinate with veterinary teams for medical needs, emergencies, and special care requirements.
• Monitor occupancy, capacity planning, and resource allocation.
• Track operational KPIs, customer satisfaction, and service quality metrics.
• Ensure compliance with company policies, animal welfare standards, and safety procedures.
• Develop initiatives to enhance pet and client experiences.
• Ensure maximum pet safety, welfare, and enrichment standards are maintained at all times.
• Monitor boarding and daycare occupancy levels and drive optimal facility utilization.
• Conduct daily facility inspections and pet welfare audits to ensure SOP compliance.
• Maintain complete vaccination records, pet documentation, medication logs, and incident reports.
• Coordinate with the veterinary team for medical cases, emergencies, and special care requirements.
• Plan and execute staff training programs on pet handling, safety, hygiene, and customer service.
• Complete facility management, monitor operational costs, inventory consumption, and vendor performance to ensure cost-effective operations.
• Support marketing initiatives, pet events, customer engagement activities, and social media content creation.
• Prepare and submit daily, weekly, and monthly operational reports, occupancy reports, and performance analysis to management

What Cessna Lifeline Expects from this Role.

• High pet safety and welfare standards.
• Excellent customer satisfaction and retention.
• Efficient facility operations and occupancy management.
• Strong team performance and adherence to SOPs.
• Positive boarding and daycare experience for pets and pet parents.

Requirements

Required Skills

• Team Management
• Pet Care Operations
• Customer Relationship Management
• Facility & Operations Management
• Staff Scheduling & Workforce Planning
• Problem Solving & Conflict Resolution
• Animal Handling & Welfare Awareness
• Communication & Interpersonal Skills
• Process Improvement
• Reporting & Documentation

Preferred Qualifications

·         Minimum of 3 years client contact or sales experience is preferred as a Business Development Associate role or similar role.  

·         Undergraduate degree/ or equivalent combination of training and experience/ post graduate in Business Administration, Marketing, or Bachelor's degree in Veterinary Sciences, Animal Science or related field.

• Experience managing pet boarding, daycare, kennel, veterinary, hospitality, or service operations.
• Knowledge of pet behavior, health monitoring, and animal welfare practices will give you more weightage
• Comfortable in handling customer escalations and operational challenges.