GENERAL SUMMARY OF JOB

The Guest Services Receptionist is responsible for sales and customer service, reservations, retail inventory, processing invoices & payments, processing enrollments and administrative duties in support of these functions. Additionally, they are responsible for Pet Care related duties, maintenance and cleaning of the reception/retail area. The Guest Services Receptionist reports to the General Manager.

JOB & EQUIPMENT REQUIREMENTS

Writing Bending Standing
Reading Typing Hearing
Proofreading Data Input Walking
Traveling Manual Dexterity Driving
Lifting: Carrying: Other List Below:
Up to 35 lbs
Vacuum Cleaner
Personal Computer Telephone
Adding Machine 2 Way Radio
Calculator Automobile

MINIMUM EXPERIENCE, SKILLS, CERTIFICATION OR ACADEMIC BACKGROUND REQUIRED

High school graduate preferred
Excellent oral & good written communication skills
Excellent math skills & selling skills preferred
Previous work experience demonstrating dependability
Min. 2 years experience providing client service, sales & processing payments
Self-motivated, independent worker with attention to detail
Proven leadership and training skills
Ability to work in a team environment
Good decision and problem solving skills
Good organization and planning skills
Demonstrated flexibility and proven coping skills
Self-motivated to meet & exceed goals.
PACCC Certification in Pet Care Provider is expected within the first 18 months of hire.
Earnings Potential
$14.00/hour – $17.00/hour
Job Type: Part-time
Pay: $15.00-$17.00 per hour

Additional pay:

• Overtime pay

Benefits:

• Company events
• Dental care
• Extended health care
• On-site parking
• Store discount
• Vision care
• Wellness program

Schedule:

• Holidays
• Weekends only

Education:

• Secondary School (preferred)

Experience:

• customer service & Sales: 2 years (preferred)

Work Location: In person
Expected start date: 2025-04-0

Customer Service/Sales
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 dog 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.
Generate reports and complete follow up calls with clients that have not been in for some time. Provide a summary report of sales efforts.
Input complete and accurate data records into point of sale system.
Work with dissatisfied clients in an effort to resolve issue to retain clients.
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 staff when opening or closing to ensure proper pet care and client communication for early pet drop-offs & late pick-ups.
Have knowledge of our products and help customers as needed.
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).
Receive payments and process invoices as described in the Invoice Processing procedures. Timely collect all invoices posted to pending bills.
Keep familiar with management approved payment exceptions and client prepayments/credits and keep accurate records for all.
Balance cash till daily.
Pet Check-in/ Check-out Processing
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.
Groom Services – confirm pick-up time & phone call if we are to call when ready. For new clients or change in instructions from last visit ask the client to complete Groom Instruction form.
Daycare – confirm pick-up time and add lunch if applicable.
Lodging – complete inventory of luggage, feeding and medication instructions as per procedure.
Training – confirm training department has instructions or meets with client at arrival. If not available, get a phone number where they can be reached today.
Processing Enrollment Paperwork & Expired Vaccinations
Processing enrollment paperwork accurately & timely is a high priority and procedures followed for daycare & loft boarding as applicable.
Monitoring, following-up and documenting pet vaccinations in accordance to procedures is a high priority of the position.
Retail Inventory
Assist clients in sale of retail inventory.
Input retail quantities into point of sale system as inventory is added, price and display.
Restock items from storage as needed.
Keep inventory stock clean, neat and pulled to front of shelving.
Other Job Duties
Management Projects
Create member renewal letters as assigned
Other special projects as assigned
Administrative
Print copies of daily reports for reception area for all service areas.
File paperwork in client files as outlined.
Print and maintain copies of client forms and packages as needed.
Maintain member listings, warnings and folders.
Print administrative forms as needed for guest services.
Maintenance client mailing lists as needed.
Restock flyers, business cards, etc. as needed.
Make client reminder calls as per procedures.
Perform functions as assigned in Routine Monthly Checklists.
Other
Cleaning tasks are completed as outlined in reception duties checklist.
Assist new staff in learning procedures and serving clients.
Other duties as assigned