Front Desk Receptionist

Front Desk Receptionist Job Description

General Summary of Job

The Front Desk Receptionist is responsible for customer service, reservations, processing invoices & payments, processing enrollments and administrative duties in support of these functions. Additionally, they are responsible for the maintenance and cleaning of the reception/retail area and assisting other kennel support staff as needed. The Front Desk Receptionist reports to the GM & CEO and assists the Lodging & Daycare Supervisors. The work schedule is an alternating week schedule - week 1: Monday - Friday, 7:00am-12:00pm, week 2: Tuesday - Saturday, 7:00am-12:00pm

Primary Duties

1. Customer Service

a. Our priority is servicing the clients that are in our center by greeting everyone who enters and helping (i.e., clients on the phone should be asked to hold while you greet a client that enters or ask for a number & call back the client on the phone). Attempt to call clients by their first names and acknowledge their dog by name too. Thank them for doing business with us and encourage them to return.

b. Telephone calls should be answered promptly with the Company greeting, your name and an offer of assistance. Calls for management should be screened, and announced – not just put through. If the person being called is not in, ask if they would like voice mail. If not, document messages for management on phone message pads complete with date, time of call, phone number, complete message & your initials. Check phone frequently for missed call messages and return promptly.

c. Show appreciation to our clients for visiting and encourage them to use our services. Explain our focus on pet wellness and quality care provided in all our services.

d. Utilize friendly sales techniques to upsell clients on additional service and products that will benefit their pets.

e. Work with dissatisfied clients in an effort to resolve issue to retain clients.

f. Give tours of the facility using tour script and stations to potential customers and answer questions regarding our services, policies and procedures. Explain our focus on pet activities, wellness and quality care provided in all our services.

g. Coordinate with Hospitality staff when opening or closing to ensure proper pet care and client communication for early pet drop-offs & late pick-ups.

2. Reservations & Invoice Processing

a. Enter “complete” client reservations in point of sale system as outlined in Bookings procedures; including extra charges as per pet policies (e.g., pick up fees, half day board fees, etc).

b. Receive payments and process invoices as described in the Invoice Processing procedures. Timely collect all invoices posted to pending bills.

c. Keep familiar with management approved payment exceptions and client prepayments/credits and keep accurate records for all.

d. Balance cash drawer daily.

3. Pet Check-in Processing

a. At check-in confirm current client contact information & care instructions for pet for all services to be provided. It is critical to accuracy in billing and pet care that all pets and services are entered 100% correct in point of sale system. Check pets in as they arrive.

b. Doggie Day Spa Services – coordinate with groomer to confirm schedule. Confirm pick-up time & phone call if we are to call when ready.

c. Daycare – confirm pick-up time and add lunch if applicable.

d. Lodging – complete inventory of luggage, feeding and medication instructions as per procedure.

4. Processing Enrollment Paperwork & Expired Vaccinations

a. Processing enrollment paperwork accurately & timely is a high priority and procedures followed for daycare & loft boarding as applicable.

b. Monitoring, following-up and documenting pet vaccinations in accordance to procedures is a high priority of the position.

5. Supply Inventory

a. Assist in stocking/maintaining supply inventory.

b. Assist in creating efficiencies/keeping cost down for supplies/services.

c. Communicating with vendors as needed. Scheduling vendors as needed.

d. Restock items as needed.

e. Keep inventory stock clean, neat and pulled to front of shelving.

Other Job Duties

1. Administrative

a. Print copies of daily reports for reception area for all service areas.

b. File paperwork in client files as outlined.

c. Print and maintain copies of client forms and packages as needed.

d. Maintain member listings, warnings and folders.

e. Print administrative forms as needed for guest services.

f. Maintenance client mailing lists as needed.

g. Restock flyers, business cards, magnets as needed.

h. Restock samples, treats, etc as needed.

i. Make client reminder calls as per procedures.

j. Perform functions as assigned in Guest Services Monthly Checklist.

2. Other

a. Cleaning tasks are completed as outlined in reception duties checklist.

b. Assist new staff in learning procedures and serving clients.

c. Other duties as assigned

Job & Equipment Requirements

Check items that apply

Writing Bending Standing Reading Typing Hearing Lifting:

Carrying Proofreading Data Input Walking Traveling Manual Dexterity

WetVac System Personal Computer Telephone Radio Calculator

Minimum Experience, Skills, Certification or Academic Background Required

1. High school graduate preferred

2. Excellent oral & good written communication skills

3. Good math skills & selling skills preferred

4. Previous work experience demonstrating dependability

5. 1-2 years’ experience providing client service & processing payments

6. Self-motivated, independent worker with attention to detail

7. Proven leadership and training skills

8. Ability to work in a team environment

9. Good decision and problem-solving skills

10. Good organization and planning skills

11. Demonstrated flexibility and proven coping skills

This position offers an engaging work environment where professionalism, organization, and customer service excellence are highly valued.

Pay: $15.50 - $16.50 per hour

Expected hours: 20 – 30 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Vision insurance

Application Question(s):

• What about this opportunity interests you?
• Why do you think you are the best person for this job opportunity?

Education:

• High school or equivalent (Required)

Experience:

• Front desk: 1 year (Required)

Work Location: In person

Salary : $16 - $17