Pet Hotel - Guest Services Team Member

Walk in interviews welcome Monday/Tuesday and Wednesday 12pm -3 pm

Job Description:

*MUST BE AVAILABLE TO WORK WEEKENDS AND HOLIDAYS*

The Guest Services team members will play a vital role in the Wag Hotel operation. Guest Services (GS) is often the associate that interacts with the guest the most within the hotel. Guest Services is the back of house of our operations and needs to ensure a positive and inviting welcome and departure to all clients and guests they interact with.

Responsibilities: Your duties will include, but are not limited to:

• Proper radio etiquette – radio with an earpiece is worn during each shift. Radio communication is expected daily. Announce breaks, “copy” arrivals, departures, answer questions from fellow team members, overall prompt communication.
• Efficiency - Each task is executed in a timely manner with detail.
• Understands layout of hotel, different room sizes & amenities included with each room.
• White Board understanding – follows daily timeline and tasks assigned.
• Room Card understanding/usage – colors, recording behavior & health notes, appetite, elimination & urination.
• Tab band collar understanding
• Spot check, Water Check, Bed Check – When “check” is completed each guest is attended to based of individual notes and set up for comfort, cleanliness and health. This is also expected to be upheld throughout the day (ex: walking past room, see an issue that needs to be addressed).
• Proper clean-up of feces, urine, vomit, etc.
• A La Carte Services – creating and serving in house treats and upgraded bedding.
• Hotel presentation/cleanliness/organization – entire hotel is expected to be always presentable. Items should be placed back in their correct place, trash/kibble to be picked up promptly, rugs cleaned, floors swept, etc.
• House Keeping: dishes, laundry, trash, sanitizing rooms, deep clean, sanitizing play area, cleaning bathrooms, mopping, cleaning toys after each use, Zamboni operation. Follows proper procedure for all cleaning processes.
• Understands how to properly use housekeeping equipment – SMT, pump sprayers, hoses, hose end foamer, chemical dispensers, washer, dryer, dishwasher, etc.
• Safety – understands use of chemicals and follow PPE, eye wash station, incident reporting, bite reporting, proper use of fight prevention tools, cleaning up water puddles, dog fight protocol and proper guest handling per Wag Hotels policies.
• Cattery – handling cats, feeding, water, bedding, cleaning and sanitizing litterboxes, mopping, vacuuming, organization, etc.
• Individual a la carte services
• Special Care & One-On-One – supervising, handling and interacting with guests who are unfit for playgroup setting; intact males, senior guests, dog aggressive dogs, etc.
• Playgroup – Porting guests to and from room to attend playgroup. Supervising and interacting with a playgroup of up to 35 guests for up to 1.5 hours.
• Preparing guest food and serving guests breakfast, lunch, dinner and treats according to feeding instructions. Questioning feeding instructions if they seem inaccurate.
• Medicating guests (After 90 Days)
• Client interaction arrival – greeting client and guest upon arrival. Introducing yourself. Asking questions as needed based on (ex: new guest, visible health or behavior concerns).
• Client interaction departure – Grab all toys and food based off notes on room card. Collar, harness, leash put on correctly. Update on guest behavior, appetite and elimination/urination given to owner upon departure. Thank client for bringing in their pup!
• Wag app report cards & memories – report cards to be completed the day before departure, memories to be sent daily to all daycare guests and every two days for overnight guests.
• All Day Play assistance – refilling/sanitizing water bowls, departures, arrivals, enrichment, outdoor play, camp/holiday activities and covering lunch breaks.
• Facility maintenance – alert manager or shift lead to add to maintenance doc.
• Inventory – alert manager or shift lead if low on stock.
• Animal Handling – porting in and out of room, interacting while completing checks in room, handling during a la carte services, playgroup supervision; small dog and large dog playgroup up to 25 guests for 1 hour period. Follows all Wag Hotels policies and protocol for handling and correction of guests, time out procedure, pull for day procedure, etc.
• Animal health & behavior – health checks (snout to tail assessment) completed daily on each guest. Ability to recognize and anticipate guest health and behavior concerns. This includes evaluating guest health and behavior, making decisions regarding needs for grooming/bathing, making decisions regarding needs for room and amenity changes, specialized care, and vet care. Includes communicating those needs to the GS Shift Lead or management team to address accordingly. Also includes communicating those needs to the client and making proper notation in animal software system.
• My Paradise reservation system – printing reports, saving notes & reading guest profiles, also efficient in Excel and Word.
• Assistance in other departments as needed following cross training of department.
• Miscellaneous projects assigned.
• Additional duties depending on position Tier Level.

Qualifications:

• Experience working or volunteering in either kennel, shelter, rescue or veterinary facility preferred
• Excellent attention to detail
• Confidence to care for feline guests in a pet hotel environment. 
• Ability to effectively adjust to major changes in work tasks and the work environment. 
• Sets and maintains exceptionally high standards of cleanliness and sanitation guests. 
• Organized and uses time management skills to stay on task to assigned duties. 
• Must possess a good working knowledge of equipment assigned and must operate all equipment and uses chemicals assigned safely and efficiently. 
• Treats dogs and cats humanely, with compassion and concern. 
• Computer literacy (Word, Excel, Email, etc.) 
• Must be able to work Holidays and Weekends
• A high affinity for pets
• Comfort in handling dogs and cats of all personality types both on an off leash
• Excellent customer service skills
• Ability to work and communicate appropriately in a team environment
• MUST BE 18 YRS OR OLDER

Physical Requirements:

• Ability to lift up to 50 lbs
• Ability to Reach and bend while standing for a long period of time.
• Ability to be around dogs and cats for an extended period of time.

Job Type: Part-time

Pay: $17.81 - $20.31 per hour

Benefits:

• Employee assistance program
• Employee discount
• Referral program
• Retirement plan

People with a criminal record are encouraged to apply

Application Question(s):

• Please describe your experience handling dogs and/or cats.
• What qualities do you exemplify that make you an ideal candidate for working with animals?
• Working with dogs and cats can be challenging. Please describe these challenges and how you intend to overcome them.

Ability to Commute:

• Santa Monica, CA 90404 (Preferred)

Ability to Relocate:

• Santa Monica, CA 90404: Relocate before starting work (Preferred)

Work Location: In person

Salary : $18 - $20