Front Desk Representative - Dynamic Team

Job Description and Responsibilities – Pet Host

GUIDING PRINCIPLES

We love pets and want to take the best possible care of them.

We appreciate our pet owners. We always want them to be treated with respect and greeted with a friendly voice.

We do not get a second chance t

o make a great first impression. We want all of our first impressions to be great ones. We are all a part of the PetSuites team. We are only as strong as our weakest link. We succeed together.

Our goal is to deliver customer service that will become legendary. Our standard is rave revues.

The role of PET HOST involves managerial support as well as customer service and Pet Pro support. The PET HOST will assume responsibility for the care and welfare of the guests in our facility when directed by the General and Resort Managers. The PET HOST will also assume responsibility for staff when directed by the General and Resort Managers. The PET HOST must by example by demonstrating dependability, initiative, and excellent decision-making skills. Organization, attention to detail and follow up skills is critical. The PET HOST must be able to take direction well and communicate to the Resort Manager as well as all other employees in a positive, effective manner.  It is essential that the PET HOST understands and employs the PETSuites philosophy of customer and guest care in all actions. 

PET RESPONSIBILITIES

In capacity of Pet Pro or Pet Pro support role:

Ensure that each guest is treated with respect and dignity

Ensure that all guest are receiving appropriate amounts of food and water

Maintain a sanitary and healthy environment by following PETSuites standards of cleaning and disinfecting rooms

Monitor guests' health by daily charting of eating and elimination habits

Monitor guests' reaction to playtimes and general demeanor by charting playtime interactions

Follow all PETSuites standards of safety with regards to handling guests, particularly aggressive guests and escape artists

Pay specific attention to kennel tags, (Meds Person to Feed, Aggressive, Separate for Feeding, etc.)

Immediately alert front staff and resort manager when a guest is ill or exhibiting odd behavior - follow-up by filling out illness form and turning it into the front staff

Launder guests' sheepskin, towels, etc., as necessary

Transport pet to the vet as needed

CUSTOMER RESPONSIBILITIES

In capacity of Pet Host or Pet Host support role:

Provide impeccable customer service.

Ensure that each customer is treated with respect and dignity

Develop and maintain strong relationships with customers

Proactively manage waitlists on weekends/peak season/holidays and ensures that rooms are utilized to maximum capacity

Act as liaison between veterinarian and customer/emergency contact, keeping all parties informed of ongoing problems when necessary

Help initiate “white glove” treatment to our best customers, ie. Call best customers well before peak seasons to secure reservations before we are “sold out” 

Respond promptly and troubleshoots any customer relations issues, keeping in mind both the managers’ and PETSuites philosophy. 

Promptly address any uncomfortable situations with customers

Along with the resort manager, develop strategies for dealing with difficult customer relation issues. 

PROPERTY AND INVENTORY MANAGEMENT

PET HOST will focus on property and inventory management. Duties include:

Ensure facility meets or exceeds PETSuites expectations with regards to cleanliness and safety

Ensure that the property is maintained (lawn care, snow removal, tree maintenance)

Ordering when levels of inventory are low in the following areas:

Pet foods

Cleaning products for kenneling and lobby areas and office supplies

Ensure all common areas in the kenneling area and the lobby are clean and free from hazards ie: wet floors, defecant, etc.

Alert managers of any safety or operational issues ie: broken guillotine doors, burnt-out lights, not enough salt for snowy areas, etc.

Communicate important notices, meetings, etc. through verbal and/or written communication.

PHYSICAL REQUIREMENTS:

Must be able to work under conditions that require sitting, standing, walking, bending, reaching, pulling, pushing and grasping.

Talking and hearing to effectively convey information and understand instructions. 

Ability to communicate effectively with other staff members.

REPORTS TO:

General Manager

This statement sets forth the basic tasks and duties of the job, but is not intended to provide a detailed description of all functions that may be required to perform the job satisfactorily.

PetSuites is the leader of the pack in pet resorts offering exceptional services for both dogs and cats, ranging from boarding and daycare to grooming and training. Our trusted team of professionals delivers memorable experiences with personalized service in fun, convenient, and modern spaces.