Packleader Supervisor

Job Title: Pack Leader

Revised: 4.13.23

Reports To:

Supervisor & Senior Supervisor

Direct/Indirect Reports:

Handlers

Welcome Desk Concierge, Handlers, Bathers, Groomers (When Supervisor is not present in store)

Status:

Non-exempt, hourly. As a non-exempt employee, this employee is expected to work approximately 40 hours per week unless otherwise arranged. The schedule is determined by individual store needs as determined by the Senior Supervisor. The Pack Leader must be flexible and will be expected to maintain an open availability to working weekends or evenings and must be available during peak holiday check-in and check-out times.

Job Purpose:

The Pack Leader is responsible for the internal operations of the store as detailed below. They are also to act as the supervisor on duty when an assistant or lounge manager is not present in the store.

Essential Duties and Responsibilities:

The following is a list of general job responsibilities. This list is not all-inclusive and may be amended to meet changing business needs. As DDL is a small business, "we all chip in" meaning all employees are required to step-in as a dog handler, as needed to care for dogs, clean up after them, and do any additional cleaning duties like taking out trash, light grounds keeping and bathroom cleanliness, etc.

The Pack Leader:

• Leads the Heart of the House for the shift, including, but not limited to, prepping boarding dogs to go home; meal preparations; administering medications and vaccinations; ensuring all dogs have name tags and the appropriate collars; dog rotations; ensuring all additional services are performed; employee breaks; cleaning and sanitation; daily walkthrough of departments;

• Lead recap meetings; responsible for keeping recap up to date
• Track labor ratios and oversee staff on shift
• Daily check of boarding dogs
• Ensure details of pooches are tracked for communication with parents at pick up
• Ensure health and safety guidelines for pooches and people are followed throughout shift
• Communicate dog behaviors, concerns, customer feedback to Supervisors each shift
• Ensure Ops Cards are completed by team each shift
• Provide exceptional customer service, providing transparent communication as needed
• Develop strong customer relationships (pooches and people)
• Develop strong relationships with team members, coaching and serving in the moment
• Utilize good judgement when communicating employee concerns to Supervisors
• Maintain a presentable store for client tours and walk-throughs
• Address and problem solve issues arising in the moment, including customer concerns, altercations, assessment for vet care, boarding dog changes, etc.
• Communicate and participate as part of team
• Perform other daily tasks as assigned by the Supervisors
• Understand and uphold the Purpose and Core Values of the business in actions and words
• Fully trained as a Dog Handler, demonstrating confidence and proficiency in working professionally with dogs in the parks
• Fully trained as a Welcome Desk Concierge, demonstrating proficiency in software systems, accurate records management and reporting, and exceptional customer service skills
• Maintain in depth knowledge of all Services and Products offered, including pricing
• Attend periodic required trainings and All Team Meetings

• Support cross-training for self and others and be well-versed in all functional aspects of store operation
• Mentor new team members as assigned
• Uphold the DDL Purpose and Values, communicating clearly, openly, honestly, and kindly

Experience and Education:

• High school diploma, GED, or equivalent
• Customer Service Experience, 2+ years preferred
• Dog Handling Experience, 1+ years preferred

Required Skills and Abilities:

• Trained and adept in the aspects and details of the following positions: Handler and Concierge
• Knowledgeable of the aspects and details of the following positions: Bather, Groomer, Trainer
• Able to lead a team of people overseeing upwards of 120 dogs a day
• 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
• Adaptable, maintaining effectiveness when priorities change/new tasks are encountered
• A goal-oriented attention to detail
• Able to stand for 8 hours at a time

• Able to lift 45 pounds

Pack Leaders are to lead from the Purpose & Core Values of the company, inspire others through their professionalism and work integrity, respond creatively to "continuous change," seek out information when in doubt, and participate in the building and maintaining of a positive and healthy work environment.

We are leaders, delivering peace of mind in a safe environment by caring for every dog as our own.

To fulfill on our purpose as an employee of Downtown Dog Lounge, you are responsible for arriving to work on time and working shifts consistently. You will be responsible for professional and safe work attire as outlined in the DDL Appearance Standards. You are a professional representing the Downtown Dog Lounge brand. You will be expected to maintain a clean and sanitary workstation and overall workspace.

DDL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, genetics, protected veteran status, or any other characteristic protected by federal, state, or local law.

DDL will consider for employment qualified applicants with criminal histories in a manner consistent with Washington state regulation and precedent.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of the fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.

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