Front Desk Assoc

Job Summary

The Front Desk Associate is the voice and the face of Best Friends Fur Ever. They are responsible for the four legged and two-legged customer experience, reservations, appointment scheduling, retail inventory, processing invoices & payments, processing enrollments and administrative duties in support of these functions. Additionally, they are responsible for the maintenance and cleaning of the reception/retail/lobby area. The Front Desk Associate reports to the Front of House Supervisor.

Essential Duties and Responsibilities

Customer Service

·       Our priority is servicing the clients that are in our center by greeting everyone who enters and helping. Acknowledge clients by their first names and acknowledge their dog by name too. Thank them for doing business with us and encourage them to return.  

·       Telephone calls should be answered promptly with the Company greeting, your name and an offer of assistance. Check phone frequently for missed call messages and return promptly.  

·       Calls for management should be warm transferred (call ahead) screened and announced – not just put through. If the person being called is not in, ask if they would like voice mail. If not, document messages for management on phone message pads complete with date, time of call, phone number, complete message & your initials.  

·       Show appreciation to our clients for visiting and encourage them to use our services. Explain our focus on pet safety and quality care provided in all our services.  

·       Utilize friendly sales techniques to upsell clients additional service and products that will benefit their pets.  

·       Work with dissatisfied clients to resolve issues and retain clients.  

·       Complete New Kid Consultations at the end of the night. Relaying how the New Kid faired in our group setting/throughout the day, go over services, policies and procedures. Explain how our services work, as well as the day-to-day activities in the most accurate area for the New Kid. Set up any future reservations and collect deposits.  

·       Coordinate with Overnight and Shift leader staff when opening or closing to ensure proper pet care and client communication for early pet drop-offs & late pick-ups.  

·       Treat every client equally and professionally as if they are your best and only client each day. 

Reservations & Invoice Processing

·       Process “complete” client reservations in point-of-sale system as outlined in check out procedures; including extra charges as per pet policies (e.g., pick up fees, half day board fees, etc.).  

·       Receive payments and process invoices as described in the checkout procedures. Timely collect all invoices posted to pending bills.  

·       Keep familiar with management approved payment exceptions and client prepayments/credits and keep accurate records for all.  

·       Check outs should occur in real time.  

·       Checking out training dogs from boarding or day training accurately.  

·       Ensure accuracy of the feeding list prior to making the food cart.  

·       Prepare the food cart following food cart prep procedures. 

Dog Check-In/Out Processing

·       At check-in confirm current client contact information & detailed care instructions for pet for all services to be provided. It is critical to accuracy in billing and pet care that all pets and services are entered 100% correct in point of-sale system. Check pets in as they arrive in real time.  

·       Ensure all pets are checked in appropriately to accurately reflect appropriate charges and minimize accidental E drop fees.  

·       Ensure required vaccines are up to date before Pet parents leave and ensure required agreements are signed.  

·       Groom Shop Services – confirm pick-up time & phone call if we are to call when ready. For all clients or change in instructions from last visit ask the client to complete Groom Instruction form.  

·       Place grooming/bathing pick up calls as required.  

·       Daycare – confirm pick-up time and add lunch if applicable.  

·       Lodging – complete inventory of belongings, feeding and medication instructions as per procedure.  

·       Training – confirm training department has instructions or meets with client on arrival. If not available, get a phone number where they can be reached today. 

Administrative

·       Processing Enrollment Paperwork & Expired Vaccinations according to procedures 

·       Processing enrollment paperwork (PCA) accurately & timely is a high priority and procedures followed for daycare & overnight boarding as applicable. 

·       Monitoring, following-up and documenting pet vaccinations in accordance with procedures is a high priority of the position. 

·       Retail Inventory as required. 

·       Restock items from storage as needed. Ensure your manager is aware if stock is depleted. 

·       Keep inventory stock clean, neat, and pulled to front of shelving. Dispose of any empty storage containers or bags. 

·       Call and document all calls for all clients or emergency contacts if there is a discrepancy in paperwork or services expected. 

·       Call and document all calls for health or behavior reports. 

·       Utilize appropriate documentation procedures in the pass down, employee notes, and call logs. 

·       Create and maintain report cards as reservation type procedures require. 

·       Print copies of daily reports for reception area for all service areas. 

·       File paperwork in digital or hard copy client files as outlined. 

·       Print and maintain copies of client forms and packages as needed. 

·       Print administrative forms as needed for guest services. 

·       Restock flyers, business cards, magnets as needed. 

·       Perform functions as assigned in the front desk checklist. 

·       Assist in completing laundry, washing, drying, folding, and putting away. 

·       Watch the geriatric dogs should the ACC handler need to step away. 

·       Train new staff in learning procedures and serving clients. 

·       Other duties as assigned.

Other Job Duties

Management Projects

·       Other special projects as assigned.

·       Maintain and fill the groomer’s schedule. If no show or cancellation work to fill the slot.

·       Work with the Shift Leader to ensure physical counts of dogs’ match counts in our software at scheduled intervals throughout the day and document appropriately.

Required Skills/Abilities

·       Excellent verbal and written communication skills.

·       Excellent time management skills.

·       Ability to develop and maintain positive relationships with employees and management team.

·       Ability to compile, research, and analyze information.

·       Proficient in Microsoft Office Suite or related software.

Availability

·       Work weekends, evenings, and holidays; early morning and late evening shifts a possibility.

·       Holidays are mandatory.

·       Must be available with reliable transportation to work as early as 6 AM and as late as 7 PM.

·       Must be flexible regarding shifts available.

·       Full time or part time

Education and Experiences

·       High School Graduate or GED

·       Genuine care and concern for caring for dogs of all sizes and needs.

·       6 months of professional dog care experience is preferred.

·       1-2 years of customer service experience

Work Environment

While performing the duties of this job, conditions. The employee is occasionally exposed to fumes or airborne particles; extreme cold. The noise level in the work environment is usually very loud.

Physical Requirements

·       Must be able to walk.

·       Able to lift 30-40 pounds daily.

·       Work with cleaning chemicals safely

·       Must be able to use hands and lifting techniques to lift dogs.

·       Must be able to use hands to write and notate client and canine records.

·       Must have strong verbal communication with dogs and humans.

·       Must have strong written communication skills.

·       Must be able to hear to actively listen on both the telephone and in person.

·       Must be able to drive a personal vehicle to transport dogs in emergent situations.

·       Must be able to read and proofread.

·       Must be able to utilize a telephone and be in possession of good telephone communication skills.

·       Must be able to use the computer to communicate, input data.

·       Must be able to use a shovel, broom, and other tools to complete job requirements.

·       Ability to multitask.

·       Strong time management skills

·       Excellent customer service skills

·       Critical thinking skills

·       Ability to work under pressure.

·       Strong attention to details

·       Strong organizational skills

·       Strong ability to leverage technology.

·       Active listening skills.