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Assistant Manager
3 months ago
About Downtown Dog Lounge
Downtown Dog Lounge is Seattle’s premier dog boarding and daycare center with two locations in South Lake Union, and Ballard. We pride ourselves on delivering peace of mind in a safe environment by caring for every dog as our own.
Position Overview & Purpose
The Assistant Manager reports to the General Manager and supports them to ensure store-related activities are strategically aligned with overall business objectives while supporting a culture of excellence that results in exceptional customer service and high-quality pet care.
This position works as a management team member to provide support to ensure that the welcome desk, bathing and grooming, handlers, pack leaders, and overnight functions are actively supervised and managed, having multiple direct reports.
This is a visible position that interacts with many levels of the organization across multiple functions, as detailed below.
A Week in the Life of an Assistant Manager
The following is a list of general job responsibilities for the Assistant Manager 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
Leadership presence and knowledge of all aspects of business practices and processes
Protect employees and customers by providing a safe and clean store environment
Complete store operational requirements by scheduling and assigning employees; following up on work results
Secure merchandise by implementing security systems and measures, monitoring inventory and order levels for internal ordering processes, store IT needs, and maintenance
Maintain the stability and reputation of the store by complying with legal requirements
Maintain operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures
Support Leadership Initiatives:
Act as liaison to the General Manager, Team Members, Human Resources, and the CEO
Support with Safety activities in conjunction with HR and your General Manager
Delight Our Clients:
Provide a personal connection and engage with key clients
Acquire proficiency in Gingr software to assist with the management and administration of data
Identify current and future customer requirements by establishing rapport with potential and actual customers and others to understand service requirements
Assist with first-time client feedback calls to ensure 48-hour turnaround time is being met
Provide support and resolution for walk-through criteria
Support & Lead the Team:
Provide a personal connection and engage with team members
Maintain store staff by recruiting, selecting, orienting, and training employees
Conduct candidate interviews for open positions as needed
Coach, counsel, and discipline employees, as well as plan, monitor, and appraise job results
Support the creation and publishing of a weekly schedule two weeks in advance
Achieve financial objectives, schedule expenditures, analyze variances, and initiate corrective actions, contribute to team effort and growth by accomplishing related results
Be responsible for time card edits and corrections; oversee store payroll by adhering to allowable budget hours
Coordinate staff training programs, derive feedback from mentors for new hires, and conduct 30-day assessments and annual reviews
Oversight of the Grooming and Bathing departments, Concierge/Welcome Desk, Handlers, Packleaders and Night Owls
Train employees in Gingr as needed
Acquire proficiency in HR software to assist with the management and administration of data
Must Haves
The ideal Assistant Manager is an enthusiastic animal lover who must be able to influence the direction of the location, drive revenue, develop people, provide a great customer experience, and support the General Manager in achieving the store's goals.
Experience and Education:
Previous Supervisory Experience - 2 plus years preferred
Previous Customer Service Experience - 3 plus years preferred
Previous experience in a Supervisory role in a dog care facility is a huge plus.
Minimum of High School Diploma or equivalent – College Associates degree or higher preferred (Management or Veterinary)
Required Skills and Abilities:
Customer service experience with a focus on developing strong client relationships
Strong analytical/problem-solving/strategic planning skills
Strong interpersonal, verbal, and written communication skills
Open availability and regular attendance – day, evening, weekend, and holiday availability
Computer literacy, ability to achieve proficiency within Gingr and Zenefits software systems
Budget tracking and achieving sales goals
Results-driven and solutions-oriented problem-solving
Ability to stand, walk, and remain on your feet for extended periods, as required, to meet customer needs.
Capability to move around the work area, including bending, reaching, and stretching, to access various client service points.
Proficiency in performing fine motor tasks, such as handling paperwork, using a computer, and operating equipment, to ensure efficient client interactions.
Must be able to lift a minimum of 45 lbs when assisting with customer needs or moving supplies and equipment.
Capable of performing repetitive tasks, such as typing and data entry, as well as daily maintenance.
Tactile sensitivity to handle objects and interact with clients' pets or supplies.
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.
