Thousand Hills Pet Resort (THPR) is a program under the nonprofit Son Care Foundation, Inc. 100% of the income from THPR stays within the nonprofit and supports our other programs, including New Life K9s and Alpha Academy. The main purpose of this position is to ensure THPR maintains its standards of excellence in the care and safety of the pets that stay with us so our nonprofit programs can continue to provide resources to those in need in our community. This position is crucial for the success of the program. The work you do will be saving lives!

NECESSARY SKILLS AND QUALIFICATIONS

• At least 2 years of experience in a receptionist or similar position.
• Must be able to confidently navigate Gingr, Mac Operating Systems, Microsoft Office, Evernote, Google Docs, task management programs, Acrobat, and online database management.
• Strong computer skills are essential.
• Detail oriented in a fast paced environment.
• Strong organizational skills.
• Comfortable with cats and dogs of all sizes and breeds.
• Experience working with animals is preferred.
• Able to lift 50 pounds.
• Able to work outdoors in various weather conditions as needed.
• Able to bend and stand frequently.

Client Experience

• Oversees, inspects, and evaluates all resort operations (boarding, daycare, grooming, training) from a client experience standpoint.
• Ensures that all standards, policies, and procedures are maintained.
• Creates plans for improvement of standards, policies, and procedures.
• Implements beneficial changes or improvements for successful client relationships.
• Processes client concerns.
• Communicates with clients in emergencies.
• Provides important updates to the Son Care marketing team.
• Manages the various computer software used by the business.
• Helps to create a caring, friendly, and fun environment for our clients (pets and people) and our staff.
• Schedules and organizes THPR client events

Support the nonprofit, Son Care Foundation, Inc. (Thousand Hills Pet Resort, Gentle Touch Pet Training, New Life K9s, Mission Cars, and Alpha Academy), as a direct and initial representative of the organization.
Foster an environment where nearly everyone wakes up each day inspired to go to work, feels safe while there, and returns home at the end of the day, fulfilled by their work - feeling that they have contributed to something greater than themselves. The lives of animals are in your hands. Maintaining the health and safety of the animals and staff 24/7, 365 days a year, is the top priority.

Client Experience

• Oversees, inspects, and evaluates all resort operations (boarding, daycare, grooming, training) from a client experience standpoint.
• Ensures that all standards, policies, and procedures are maintained.
• Creates plans for improvement of standards, policies, and procedures.
• Implements beneficial changes or improvements for successful client relationships.
• Processes client concerns.
• Communicates with clients in emergencies.
• Provides important updates to the Son Care marketing team.
• Manages the various computer software used by the business.
• Helps to create a caring, friendly, and fun environment for our clients (pets and people) and our staff.
• Schedules and organizes THPR client events.

Office

• Daily tasks include answering phone calls and emails, checking clients in and out of the facility, taking detailed notes regarding dog information (ex: feeding instructions, medications, allergies, behavioral traits), making reservations, managing waitlists, and processing new clients.
• Handles customer feedback surveys in a timely manner, refunds and conflict resolution for dissatisfied clients, manages the office cash drawer and trains new office staff members.
• Provides caring, friendly, and fun customer interactions and relationships. Fully understands THPR operations and procedures. Advises the management team on beneficial changes or improvements for customer relationships.
• Builds relationships to further customer trust by listening, conversing, maintaining integrity (at THPR and outside THPR), continuous communication, and presenting yourself professionally through appearance and actions.
• Ensures that all office and customer standards and policies are maintained.
• Maintains high resort standards by caring for office equipment and supplies. Reports deficiencies and needs through interagency communication.
• Performs other job-related duties as assigned.

Other Duties

• As a manager, you are expected to be familiar with all aspects of the business and may need to fill in for other team members in their absence.
• Able to cover the urgent and necessary tasks of the and the in their absence.
• Able to cover the shifts in our boarding and daycare facilities as needed.

Regular Meetings

• Participates in weekly meetings with the management team at Thousand Hills Pet Resort.
• Participates in monthly Lead Meetings, typically 6:30pm to 8:00pm on a weekday.
• Participates in monthly All-Call meetings for all boarding, daycare, grooming, and office staff, typically on Thursdays from 6:45pm to 8:15pm.
• Participates in monthly Son Care Management meetings.