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Front Desk Client Services

3 months ago

Wixom, Michigan, United States Its a Dogs Life MI Inc Full time
Job DescriptionJob DescriptionFront Desk/Client Services It's A Dog's Life Resort & Spa JOB TITLE: | | Front Desk/Client Services
JOB TYPE: | | Full-Time/Part-Time
LOCATION: | | 46926 Magellan Dr., Wixom, MI 48393
REPORTING: | | General Manager We are so happy that you are interested in joining the It's A Dog's Life Family Our services include Daycare, Boarding, Grooming, and training. Here at It's A Dog's Life, we prioritize providing a safe and loving environment like every dog gets at home while having fun with our compassionate and knowledgeable staff. It's a dog in our care – through the encouragement, support, and education of our team members, management, and owner to ensure we create happy and healthy dogs.

GENERAL JOB DESCRIPTION The Front Desk/Client Services position is the face of our business and the representative of all that we are. The Front Desk will be professional, energetic, and enthusiastic about telling everyone about how amazing we are and how we do all that we do, as well as clearly articulating what makes us the "best" in the industry. The Front Desk will upsell our services and products, which is integral to the success of this position. A clear understanding of client de-escalation tactics and leadership skills is essential. The Front Desk also facilitates all the administrative duties of the business, from inventory to social media posts to working with clients and veterinarians to always have updated vaccination records on file. This position will also coordinate and assist with report cards if needed. This position says all with a smile

DUTIES AND RESPONSIBILITIES
  • Thoroughly read and understand the Front Desk Manual. Provide continual updates to the Front Desk Manual as business needs change.
  • Check in and out daycare dogs, boarding dogs, grooming dogs, and training dogs.
  • Answer the phone promptly and make appointments for daycare, boarding, and grooming when needed.
  • Be the concierge/client advocate.
  • Upsell services, treats, and retail items.
  • Process monetary transactions, including credit cards, checks, cash, and change.
  • Provide facility tours to prospective new clientele.
  • Cash drawer/credit card reconciliation daily – per shift.
  • Understand the facility as a whole so that questions on policies and procedures from clients can be accurately answered.
  • Manage the data integrity of our point-of-sale system, Gingr.
  • Call veterinary clinics when needed for updated vaccination information and contact clients to remind them of upcoming appointments.
  • Able to handle emergency situations pertaining to dogs – team members - clients
  • Assist in the grooming department by scheduling and upselling their services.
  • Help owners with their pets as they enter the facility.
  • Performs daily work as listed on checklists without supervision.
  • Ability to bathe dogs of all sizes when needed—provide basic grooming services (cut / dremmel nails, clean ears, etc.).
  • Performs any work directed by leadership that may not be listed on daily/monthly checklists but could be necessary for the benefit of the business and care of the animals.
  • Keep the front lobby clean at all times.
  • Manage reports within Gingr:
  • Manage data integrity for parent and employee information. o Manage expired vaccinations.
  • Manage lodging capacity.
  • Manage grooming schedule.
  • Manage dog birthdays.
QUALIFICATIONS FOR THE JOB
  • Must have a high school diploma or equivalent.
  • Must be 18 years or older.
  • 1 – 2 years experience in customer services experience.
  • Must not be allergic to dogs.
  • Must be Reliable and Responsible consistently.
  • Able to hear, learn, and understand auditory behaviors from dogs.
  • Able to visually observe, interpret, and react appropriately to dog body language.
  • Able to work in a loud environment. (earplugs provided)
  • Able to work and handle dogs with various energy levels, behaviors, and ages.
  • Able to work effectively in a fast-paced, high-energy level environment.
  • Able to remain calm, under control, and organized.
  • Previous work experience which demonstrates dependability.
  • Proven leadership and training skills.
  • Ability to utilize It's A Dog's Life-required technology, such as e-learning software, apps, and other applicable platforms.
  • Reliable transportation despite weather conditions. (we are open 365 days a year)
  • You will be expected to maintain and adhere to all our policies, procedures, and attendance policy during a 90-day probationary period. If you cannot comply, you will be terminated without notice.
  • Weekend AND Holiday availability. Holiday availability is REQUIRED.
  • Non-slip shoes are required.
  • Within 90 days: Animal CPR/First Aid Certification is required to be completed.
KEY COMPETENCIES
  • Selling / Up-selling products and services is a must
  • Client-centric
  • Detail-oriented and thorough.
  • Collaborates effectively with others. (communication & teamwork)
  • Problem-solving and decision-making.
  • Ability to effectively put on collars and harnesses of all types and sizes while keeping the dog in control
  • Self-motivation.
  • Integrity.
PHYSICAL REQUIREMENTS
  • Able to lift and carry dog food and supplies. (estimated 50+lbs)
  • Able to walk and/or stand for the entire designated shift.
  • Able to walk and handle dogs ranging in size/weight. (10lbs – 150+lbs)
This job description may not include all assigned duties, responsibilities, or aspects and may be amended at any time at the employer's sole discretion. By signing this job description, you agree that you are able and willing to perform all duties of this position listed above.