Position Overview: At No Leash Needed, we believe in the mission
of “Pet Lovers Delighting Pet Lovers” and we demonstrate this through being
Playful, Passionate, Personal and Professional. A successful candidate for this
position will be someone who not only embraces this culture, but is a team
player, self-motivated, takes direction well, has excellent communication
skills, and great attention to detail. This is a service-related industry and
you should not only be skilled at customer service, but passionate about
helping people. As a Pet Host, you are the first impression for our site. The
principal duties are to handle check-in for arrival clients, handle check-out
for departing clients, make follow-up reservations for existing clients, sell
activity packages and daycare on reservations made, greet all guests, clients,
and vendors, and handle any general inquiries about the business.
A Day in the Life: You come to work daily with
a smile on your face and are excited to help serve our pet parents and their
furry friends. You’ll be in our branded gear and help run our lobby by greeting
everyone as they come in and solving whatever their need is -- check in, check
out, answering questions, booking reservations and tailoring our service
offerings to their needs. Your ultimate goal is to find out how we can best
serve the pet parent and provide them solutions. You will use one of your 15
hands to answer phones, take a dog to their destination for the day, hand out
some treats or run some credit cards. You will not only communicate with the
dog(s), but also interact with mom and dad. You will document what you are
seeing and be ready to share with your manager and the pet parent. And let’s
not forget -- you’re probably going to scoop some poop, clean up some pee, go
home with some fur on you and get lots of sloppy kisses!
Responsibilities:
●
Provide impeccable customer service by following
our service foundation and ensure that each customer is treated with respect
and dignity in order to develop and maintain strong relationships.
● Answer all incoming calls, respond to voicemails
and emails.
● Make boarding reservations; book grooming,
training, and temperament test appointments. Schedule daycare reservations.
●
Manage cash and credit card transactions and
reporting/reconciling.
● Get to know clients and their pet’s names on a
regular basis.
● Obtain all information related to a pet’s visit;
ensure accuracy of all information. This includes client information as well as
pet information. Input all information into resort computer systems.
● Interact and communicate closely with other
staff to ensure client and pet needs and concerns are understood and addressed.
● Have general knowledge of all services offered
at site and be able to provide solutions to the client’s needs.
● Obtain vaccination records from veterinary
offices and input into the computer.
●
Assists in managing waitlists on weekends/peak
season/holidays and ensures that rooms are utilized to maximum capacity.
●
Act as liaison between veterinarian and
customer/emergency contact, keeping all parties informed of ongoing problems
when necessary.
●
Help initiate “white glove” treatment to our
best customers, i.e. Call best customers well before peak seasons to secure
reservations before we are “sold out”.
●
Respond promptly and troubleshoot any customer
relations issues, keeping in mind our empowerment goals. Promptly address any
uncomfortable situations with customers
●
Ensure the facility meets or exceeds
expectations concerning cleanliness and safety.
●
Notifying manager on duty or ordering when levels
of inventory are low in the following areas:
○
Retail
○
Cleaning products for lobby areas and office
supplies
●
Ensure all common areas (lobby and employee
spaces) are well maintained, clean and free from hazards i.e.: wet floors,
defecation, etc.
●
Consult with other departments
Work with a team who all exemplify these qualities:
● A passion for animals and animal care. Willing to learn animal behavior
to ensure their safety.
● Focuses on safe and gentle handling. Forceful, aversive, aggressive
handling, vocalizing or treatment will not be tolerated.
●
Customer Service Oriented - Ability to take care
of the customers’ needs while following company procedures. Manages difficult
or emotional customer situations; Responds promptly to customer needs; Responds
to request for service and assistance. Build trust with customers.
● Willing and able to communicate directly with
clients, both written and orally, about their dog. Works to make these
“lifetime clients”.
● Must be able to multitask and be very detail oriented. Must be able to
start and stop work.
● Must be able to work under conditions that require sitting, standing,
walking, bending, reaching, pulling, pushing and grasping.
●
Conflict Resolution - Ability to handle conflict
with tact and diplomacy
● Good team work and willingness to assist other departments as necessary
● Cheerful, friendly, positive team-oriented attitude
● Strong attention to detail, especially where documentation is concerned.
Ability to work in computer systems such as Microsoft Office.
● Reliable, punctual, and dependable
● Ability to work a flexible schedule, including holidays and weekends
● Ability to take direction well and apply it independently
● Ability to work in temperature extremes, work outside, or in distracting
work environments such as loud noise/sound
● Ability to tolerate being in close contact with various bodily fluids
and to get dirty frequently
●
Physically able to handle dogs of all sizes and
to lift up to 60 lbs.
●
Other duties as
assigned.
Equal Employment Opportunity
● NVA Pet Resorts is an Equal Opportunity / Affirmative Action employer
committed to diversity in the workplace. All qualified applicants will receive
consideration for employment without regard to race, color, religion, sex,
sexual orientation, age, national origin, disability, protected veteran status,
gender identity or any other factor protected by applicable federal, state or
local laws.