What are the responsibilities and job description for the Front Desk Crew position at The Ark Pet Spa & Hotel?
General Summary of Job:
The Front Desk Crew is responsible for customer service, reservations, retail inventory,
processing invoices & payments, processing check ins and administrative duties in support of these functions. Additionally, they are responsible for the maintenance and cleaning of the reception/retail area. The Front Desk Crew Receptionist reports to the General Manager or the Front Desk Crew Lead in the event the General Manager is not available.
Primary Duties:
● Customer Service
● Our priority is servicing the clients that are in our center by greeting everyone who enters
and offering assistance (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 pet by name too. Thank them for
doing business with us and encourage them to return.
● 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.
● 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.
● Utilize friendly sales techniques to upsell clients on additional service and products that
will benefit their pets.
● Work with dissatisfied clients in an effort to resolve issue to retain clients. For serious
issue pass information onto General Manager or Front Desk Crew Lead.
● 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.
● Coordinate with Hospitality crew when opening or closing to ensure proper pet care and
client communication for early pet drop-offs & late pick-ups.
Reservations & Invoice Processing
● 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).
Job Type: Part-time
Pay: $15.00 per hour
Education:
- High school or equivalent (Required)
Experience:
- Front Desk Administration : 1 year (Required)
- Scheduling: 1 year (Required)
- Upselling: 1 year (Required)
Work Location: In person
Salary : $15