BRING YOUR DOG TO WORK

We are seeking a dedicated and enthusiastic Front Desk Lead to join our team at Bay Paws Pet Resort. We welcome pups and kitties of all shapes, sizes, and breeds and we want YOU to help us lead the team and take care of them and make their parents feel at ease! If you love spending time with animals, have great leadership and communication skills, and want to be a part of a company that helps you grow, this may be the paw-fect job for you!

About Bay Paws Pet Resort

Bay Paws Pet Resort offers luxury boarding, daycare, and grooming services at multiple locations in the Tampa Bay area. All boarding suites and daycare play areas are equipped with cameras accessible through our client portal. We believe that the best pet care requires an understanding and knowledge of pet behavior, in addition to excellent customer service. Our owner is one of less than 300 people worldwide certified as a Professional Animal Care Manager.

Benefits

· Competitive pay ranging from $16.50-$17.83/hour,dependent on experience

· Access to continued education tools

· Employee Assistance Program

· Structured tier system to encourage growth, development, and promotions

· Ability to partake in promotional events

· PTO for full-time and part-time employees after one year

· Holiday pay and incentives

· Free snacks in the breakroom

· Employee of the Month program with cash prizes

· Bring your dog to work for free

· Free pet boarding

· Discounts on retail and bathing

· Flexible scheduling

· And more!

Expectations:

Leadership:

● Oversee and manage the Front Desk team. This can involve training and providing recommendations and input for promotions, performance recognition, performance reviews, and disciplinary actions.

● Train new staff how to use our online resources (PetExec, Gmail, Dropbox, and Broadly), services, products, policies, sales tactics and selling through educating.

● Foster a collaborative and supportive atmosphere, encourage teamwork, resolve conflict, and provide training and development opportunities to enhance the team’s skill sets.

● Implement Bay Paws training guidelines and protocol for front desk-specific tasks with all new staff and provide guidance and constructive feedback throughout the process.

● Communicate clearly and effectively to convey instructions, expectations, and feedback to the Front Desk team. This includes daily briefings and run-throughs.

● Communicate with other department leads to ensure the highest standard of pet care and customer service.

● Maintain accurate and up-to-date notes on animal care, health assessments, customer information, and any other pertinent details in our online system.

● Identify areas of improvement within the department and work with management to implement more efficient processes and better care practices. 

● Lead by example in professionalism and accountability and motivate staff to foster a high performing work environment.

● Make informed decisions and find creative solutions when faced with challenges.

● Supervise staff to ensure daycare services are delivered in a way that meets company policies and exceeds customer expectations.

General Responsibilities:

● Check daily daycare, grooming, and boarding schedules to ensure they are properly booked.

● Upsell orders and encourage teammates to do the same.

● Verify all orders processed correctly. This includes ensuring orders are properly rung up and verifying all boarding cancellation fees have been properly checked out.

● Review Daily Statistics Report at end of night (if closing) or first thing next morning (if opening) to ensure that orders have been processed correctly and no orders are unprocessed.

● Ensure all new clients follow proper onboarding procedures.

● Review Daily Deposit Report to ensure all entries are correct and any notes about open orders are notated in detail for follow up.

● Monitor any outstanding balances due and follow up with pet parents for payment.

● Ensure all Scheduled Services are checked in and checked out every day at the end of the day.

● Ensure all pet and client notes are put into our online system correctly.

● Monitor boarding reservations, waitlists, and potential overbooking.

● Ensure all future incoming pets are up to date with vaccinations and communicate with pet parents if they expire soon.

● Communicate with pet parents regarding their daycare, boarding, and grooming services in a timely manner.

● Engage in sales and marketing. This includes social media, follow ups, outreach, upselling, promotional events, and creating marketing materials.

Requirements

● 4 years of reception, front desk, or customer service experience.

● Passion for working with pets and their parents.

● Excellent leadership and communication skills.

● The ability to fulfil Lead continued education requirements within first 9 months of employment.

● Ability to handle dogs of all sizes and temperaments in a calm, confident, and compassionate manner.

● Availability to work flexible hours, including weekends and holidays, based on business needs.

● Experience in sales and/or marketing.

Preferred Qualifications:

● Certification in animal training, dog and cat behavior, pet care management, obedience, and/or pet first aid.

● Experience multitasking

● Knowledge of Dog Guru’s guide to animal behavior, body language, and basic care practices a plus.

● Experience with Pet Exec, Broadly, and social media platforms