Concierge

Position Overview & Purpose

The Welcome Desk Concierge is responsible for providing an exceptional customer service experience and front-of-house operations that result in exceptional customer service and high-quality pet care.  

A Week in the Life of a Welcome Desk Concierge

The following is a list of general job responsibilities for the Welcome Desk Concierge position. Please note that this list is not all-inclusive and may be amended to meet changing business needs.  

Daily Operations:

• Live out and be a positive advocate for Downtown Dog Lounge’s safety culture 
• Understand and uphold the Purpose and Core Values of the business in actions and words   
• Work the Welcome Desk: Check Ins, Check Outs, scheduling, payments, answer phones, answer questions, offer services and products, etc    
• Contacting customers via gingr for add ons 
• Daily clean of the front area
• Develop and maintain in-depth knowledge of services and products offered   
• Provide exceptional customer service, developing strong relationships with dogs and people 
• Serve as the primary point of contact for client questions and concerns via phone and email  
• Ensure clients are charged correctly for all services and products   
• Attend daily recap meetings, as well as read and understand recap daily     

Support the Team:

• Communicate and participate as part of the team  
• Uphold the DDL Purpose and Values, communicating clearly, openly, honestly, and kindly 
• Run dogs at check-in and check-out   
• Accurately process incoming personal items & boarding bags 
• Maintain up-to-date and accurate records: vaccination records, signed contracts, pertinent meal and medication information, pooch and parent profiles, payment cards on file, etc   
• Assist with the care of the Puppy Nursery and Senior Center pooches throughout the shift    

Follow all safety guidelines and protocols  

• Cross-train for other positions within the company over time  
• Complete training as a Dog Handler and work as a Dog Handler in the parks approximately one day per week, maintaining confidence and proficiency in working professionally with dogs 
• Mentor new team members as assigned   
• Perform other daily tasks as assigned by the Pack Leader and supervisors   
• Attend periodic required trainings and All Team Meetings   

Support with Cleaning:

• Keep DDL sparkling clean: maintain housekeeping and visual standards for the retail area   
• Clean up after dogs  
• Perform additional cleaning and disinfection duties including, but not limited to, taking out the garbage, mopping, vacuuming, cleaning surfaces, laundry etc. 

Downtown Dog Lounge is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We look forward to your application. 

Experience and Education:

• Minimum of High School Diploma, GED, or equivalent 
• Prior Customer Service or Retail Experience - 1 plus years preferred 
• Must be 18 years of age to work independently in the dog parks   

Required Skills and Abilities:

• Demonstrate outstanding attention to detail, ownership, and follow-through
• Able to multitask, successfully balancing professionalism with expediency
• Ability to troubleshoot and implement solutions   
• Focus on customer retention and improving overall customer satisfaction
• Exceptional communication skills; written and verbal
• Goal-oriented 
• Attention to detail
• Comfortable working in close proximity to dogs  
• Strong computer skills   
• Ability to lift 45 pounds  
• Ability to stand up for 8 hours  
• Must be flexible and will be expected to be available to work weekends, evenings, and during holidays