Front Desk Manager

Core Objectives:

• Oversees the day-to-day operations in direct relation to pet care standards & policies of the front desk, standards, and policies
• Facilitates training for new hires in conjunction with the workflow and best practices
• Leads the initiative for sick or injured animals in our care, communicating directives with customers & delegates for directives and updates
• Provides communication with management regarding challenges and opportunities within the facility about the front desk
• Coordinates efforts with the Grooming/Reservations Manager to ensure that the groom book and groom room are in good order
• “Three-day audit” looking forward to the upcoming schedule and auditing/making corrections with communication to booking errors with the operator
• Daily management of the “manager list of schedules” to ensure accuracy of groomer schedules.

Scope of Duties:

• Under the direction of the management team, the Front Management will role model the front desk role for new hires and aspiring talent.
• Direct narratives and positioning of deck back-of-the-house staff to isolate areas of support and effectively manage workflow and bottlenecks.
• Have direct communication with clients and managers about care efforts for dogs that fall ill or get injured in our guardianship.

Reports to: General Manager, Assistant Managers

Partners: Pet Care Managers

Delegates: Front Desk Agents

Required Soft Skills:

• Open & effective communicator
• Transparency
• Adaptability
• Flexibility
• Listening
• Appreciation & Encouragement
• Disciplined
• Time Management
• Accountability
• Ability to work and find success through constructive feedback

Required Hard Skills:

• Excellence in customer service
• Strategic planning & organization
• Organization in documentation & execution of objectives
• High Proficiency in Microsoft platforms; Outlook, Excel, MS Forms, Teams
• Proficiency in Gingr
• Data analysis
• Cash reconciliation