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Form of workAbout us
Welcome to Hanrob, the preferred choice for pet lovers! We are a team of passionate pet enthusiasts dedicated to enhancing the health, happiness, and overall wellbeing of Australian pet families. Our journey began with a modest Pet Hotel in Heathcote, NSW, and today, we proudly stand as the foremost professionals in the pet service industry.
Our rich and storied history has paved the way for us to expand our footprint, now boasting the ownership of eight exceptional Pet Hotels and a daycare centre. These facilities offer a comprehensive range of services, including pet boarding, dog training, and doggy day-care. Beyond these core services, we also excel in specialised areas such as animal transportation, pioneering advancements in animal movements, and vocational education, serving as a beacon for aspiring pet professionals.
With four decades of unwavering commitment and a dedicated team of over 250 passionate pet-loving individuals, we are at the forefront of the pet industry. Hanrob is continuously breaking new ground and shaping the future of pet services in Australia. Join us on this remarkable journey as we continue to provide the very best in pet care and service excellence.
About the Job
If you're a pet enthusiast with a customer-centric approach, experienced in managing small businesses and cultivating skilled, highly-engaged teams, Hanrob has an exciting opportunity for you as the Manager of our Pet Hotel near Melbourne, Tullamarine Airport.
We're in search of a capable and motivated operational leader to drive outstanding results and propel the growth of our Pet Hotel. Your role will be pivotal in unlocking the untapped potential of the business, taking it to new heights.
As a hands-on manager who is able to work alongside the team especially in busy periods, you'll mentor, guide, and develop teams across various areas including Customer Service, Pet Care, Dog Training Academy, Pet Transport, and Doggy Daycare. Additionally, you'll be responsible for overseeing external suppliers.
In this operational capacity, you'll be tasked with developing operational plans, fostering business partnerships, managing local growth opportunities, and leading a dedicated team of pet care professionals to create exceptional customer (owner and pet) experiences. Furthermore, you'll handle budget management and ensure high standards of safety, hygiene, and pet welfare.
Key Areas of Responsibility
- Workforce Management and Engagement: Manage the team to foster high engagement and performance, all the while upholding the utmost standards in workplace health and safety. Manage recruitment, onboarding, training, and resource planning processes.
- Animal Welfare and Wellbeing: Ensuring all animal welfare and wellbeing is at a high standard, with strong compliance and processes.
- Customer Experience: Guarantee exceptional customer service for all customers throughout their experience with the hotel, starting from the initial interaction to post-departure for their pets. This includes providing the most suitable services to enhance the stay for their pets.
- Financial Management and Reporting: Attain financial milestones for the hotel surpassing the planned gross margin contribution. Propose and execute financial objectives, including revenue and expense targets agreed upon by the company, and provide monthly reports on business outcomes.
- Facility Management: Maintain a superior standard for the facility's appearance, oversee maintenance and repairs, and identify, coordinate, and supervise appropriate capital expenditure projects. Manage budgets and allocate resources for revitalising the hotel site to maximise return on investment.
About You
An optimal career background would involve experience as a Facilities or Operations Manager, or as a Retail or Practice Manager within the Animal/Veterinary industry. This background is essential to uphold elevated standards in operational management, pet care, dog training, pet transport, and customer service, and you are energised by the idea of being involved in all facets of the facility's operations, immersing yourself in a hands-on role that gets you out of your office.
In a fiercely competitive and expanding sector, the ideal candidate should possess intense passion and a drive for success, harmonised with genuine empathy and concern for team members. The ability to work independently is crucial, leveraging management expertise to consistently offer improvement recommendations. Your fresh and enthusiastic approach will position you effectively in this consumer-focused business.
The below attributes collectively contribute to the ability to drive success in the role by efficiently managing resources, overcoming challenges, and contributing to the overall effectiveness and growth of the hotel.
- Leadership Skills: Demonstrate strong leadership qualities. This includes the ability to inspire and motivate teams, provide clear direction, and foster a positive and collaborative work environment.
- Planned Thinking: Possess planned thinking skills. This involves the ability to analyse situations, make informed decisions, and develop and implement effective operational plans that align with overall organisational goals.
- Problem-Solving Aptitude: The role encounters various challenges, having strong problem-solving skills is essential for quickly and efficiently addressing issues that may arise, whether they are related to processes, team dynamics, or unexpected obstacles.
- Effective Communication: Clear and concise communication is crucial for the role. This involves not only conveying information effectively but also actively listening to team members, stakeholders, and other relevant parties. Clear communication helps in avoiding misunderstandings and ensuring everyone is on the same page.
- Adaptability and Flexibility: The business landscape is dynamic, and managers need to adapt to changes swiftly. Being flexible and adaptable allows the business to navigate uncertainties, adjust strategies as needed, and lead the team through evolving circumstances.
- Strong Empathetic Abilities: A robust empathetic quality serves as a powerful tool, enabling us to establish personal connections with customers. This ensures that issues are not merely resolved but that customers also genuinely feel understood and valued.
The role requires the manager to be available to work in the lead up to, and during, Peak Periods including School Holidays, Easter, and Christmas. The hours of work will be flexible, and you must be available to work a rotating roster across seven days between the hours of 6:00am – 7:00pm.
IMPORTANT:
This role is dynamic and demands physical effort, encompassing diverse responsibilities within the Pet Hotel. Besides office responsibilities, the person in this position will engage in both indoor and outdoor tasks, even in adverse weather conditions. Close interaction with cats and dogs is part of the role, requiring the individual to be on their feet for portions of the day.
Competence in sitting, standing, walking, lifting, carrying, pushing, pulling, bending, crouching, kneeling, squatting, reaching, stretching, and handling animals weighing up to 50kg on leads is a fundamental requirement for this position.
The Benefits
• Attractive Salary and Superannuation.
• Thorough guidance, training and ongoing support in a friendly team culture.
• Ongoing professional development and nation-wide career opportunities.
• Free Parking.
• Employee Assistance Program including free confidential counselling.
• Annual Flu Vaccination Program.
• Employee Appreciation Events.
• Employee discounts on a range of Hanrob products and services as well as computers, electronics, health insurance, travel packages, and much more…
Apply now!
Are you prepared to redefine success? If you embody a commercial mindset, confident leadership, team engagement, and effective business execution, take the chance to mould your professional career. If this resonates with you, kindly click 'Apply Now' and submit your resume along with a cover letter showcasing insights gained from your management experience.
Note: You must have unrestricted work rights in Australia to apply.
