Guest Services Shift Lead

A Guest Services Shift Lead is an employee recognized by Wag Hotels management team as having the required skill and determination to effectively run the hotel in the absence of a manager or supervisor. A guest services (GS) shift lead is a leader in the Guest Services department of the hotel and offers support to the back of house and is dedicated to the overall success of the hotel.

Responsibilities: Your duties will include, but are not limited to:

• Communication - includes written and oral communication. GS Shift leads are expected to check in with management team daily, communicate guest, employee, and client concerns as they arise, coordinate meeting agendas, and attend all departmental meetings. GS Shift leads also need to possess the ability to effectively communicate with employees and clients.
• New Hire Training - including hands on training of new hires, managing & updating training check lists, and sending out weekly training updates to management team & fellow GS shift leads. This also includes making recommendations to the management team about employees who may be good candidates for cross training, be better suited in a different department, or show signs that they may not be a good fit for the position.
• Hotel Cleanliness - including daily and weekly facility walk trough's, upkeep of the tour route, ensuring rooms are clean, dishes & laundry completed in a timely manner, and storage areas are kept clean and organized. Also includes misc. projects as assigned.
• Deep Clean Management - includes working with the Management team on scheduling deep cleans, ensuring deep clean is being properly completed, and managing completing in a timely manner.
• Guest Behavior & Health - Ability to recognize and anticipate guest health and behavior concerns. This includes evaluating guest health and behavior, making decisions regarding needs for grooming/bathing, room and amenity changes, specialized care, and vet care. Also includes communicating those needs to the client as well as the team and making proper notation in animal software system.
• Full knowledge and understanding on policies relating to care and safety of the guests
• Employee Issues - Ability to identify employee issues such as poor work quality, dress code violations, cell phone violations, minor attendance issues, and other policy violations. Also includes taking steps to rectify the issue and notifying the management team to ensure proper documentation.
• Client Concerns - Ability to resolve client concerns by showing genuine concern and empathy to the client and taking down their correct information and email for the management team to follow up on.
• Emergency Protocol - Ability to operate both front and back of house in an emergency situation.
• Facility Maintenance – Inform managers of maintenance needs within the facility as they arise.
• Inventory & Ordering – inform managers when inventory is running low and what needs to be reordered.
• Checks in with all applicable operational vendors – HVAC, Pest Control, Zamboni PM, etc.
• Daily Audit: playgroup notes, appetites, eliminations & urinations, memories, report cards, health checks, cattery
• Manages lunches and breaks for the team that day. Ensuring compliance and proper times are maintained.
• Managing photo sharing and report cards for guests,
• Ensures compliance with all guests on report cards both digitally and on rooms.
• Shift Leads note email updated and reviewed at the beginning and end of every shift.
• Additional Duties depending on position Tier Level

Qualifications:

• Must have a minimum of 1 year Dog Boarding experience.
• Must have flexible availability
• Previous experience as a Guest Services person at Wag Hotels a plus
• Tour Certified
• Zamboni Certified
• Strong leadership and team management skills.
• Excellent communication and customer service skills.
• Ability to follow procedures effectively.
• Engage and inspire team members to do more than they knew they could.

Physical Requirements:

• Ability to lift up to 50 lbs.
• Ability to Reach and bend while standing for a long period of time.
• Ability to be around dogs and cats for an extended period of time.

Job Type: Full-time

Pay: $ $17.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

People with a criminal record are encouraged to apply

Application Question(s):

• Please describe your experience handling dogs and/or cats
• What qualities do you exemplify that make you an ideal candidate for working with animals?
• Working with dogs and cats can be challenging. Please describe these challenges and how you intend to overcome them.

Ability to Commute:

• Dallas, TX Preferred)

Work Location: In person