What are the responsibilities and job description for the Concierge position at Downtown Dog Lounge?
Description
Position Overview & Purpose
The Welcome Desk Concierge is responsible for providing an exceptional customer service experience and front-of-house operations that result in exceptional customer service and high-quality pet care.
A Week in the Life of a Welcome Desk Concierge
The following is a list of general job responsibilities for the Welcome Desk Concierge position. Please note that this list is not all-inclusive and may be amended to meet changing business needs.
Daily Operations
Requirements
Experience and Education:
Position Overview & Purpose
The Welcome Desk Concierge is responsible for providing an exceptional customer service experience and front-of-house operations that result in exceptional customer service and high-quality pet care.
A Week in the Life of a Welcome Desk Concierge
The following is a list of general job responsibilities for the Welcome Desk Concierge position. Please note that this list is not all-inclusive and may be amended to meet changing business needs.
Daily Operations
- Live out and be a positive advocate for Downtown Dog Lounge’s safety culture
- Understand and uphold the Purpose and Core Values of the business in actions and words
- Work the Welcome Desk: Check Ins, Check Outs, scheduling, payments, answer phones, answer questions, offer services and products, etc
- Contacting customers via gingr for add ons
- Daily clean of the front area
- Develop and maintain in-depth knowledge of services and products offered
- Provide exceptional customer service, developing strong relationships with dogs and people
- Serve as the primary point of contact for client questions and concerns via phone and email
- Ensure clients are charged correctly for all services and products
- Attend daily recap meetings, as well as read and understand recap daily
- Communicate and participate as part of the team
- Uphold the DDL Purpose and Values, communicating clearly, openly, honestly, and kindly
- Run dogs at check-in and check-out
- Accurately process incoming personal items & boarding bags
- Maintain up-to-date and accurate records: vaccination records, signed contracts, pertinent meal and medication information, pooch and parent profiles, payment cards on file, etc
- Assist with the care of the Puppy Nursery and Senior Center pooches throughout the shift
- Cross-train for other positions within the company over time
- Complete training as a Dog Handler and work as a Dog Handler in the parks approximately one day per week, maintaining confidence and proficiency in working professionally with dogs
- Mentor new team members as assigned
- Perform other daily tasks as assigned by the Pack Leader and supervisors
- Attend periodic required trainings and All Team Meetings
- Keep DDL sparkling clean: maintain housekeeping and visual standards for the retail area
- Clean up after dogs
- Perform additional cleaning and disinfection duties including, but not limited to, taking out the garbage, mopping, vacuuming, cleaning surfaces, laundry etc.
Requirements
Experience and Education:
- Minimum of High School Diploma, GED, or equivalent
- Prior Customer Service or Retail Experience - 1 plus years preferred
- Must be 18 years of age to work independently in the dog parks
- 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
- Goal-oriented
- Attention to detail
- Comfortable working in close proximity to dogs
- Strong computer skills
- Ability to lift 45 pounds
- Ability to stand up for 8 hours
- Must be flexible and will be expected to be available to work weekends, evenings, and during holidays