Guest Services Pup Pro Job Description General Summary of Job

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

Primary Duties

1. Customer Service

• Our priority is serving the clients that are in our center by greeting everyone who enters and offering assistance
• 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 services and products that will benefit their pets.
• Work with dissatisfied clients in an effort to resolve issue to retain clients.
• Give tours of the facility 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.

2. Reservations & Invoice Processing

• Receive payments and process invoices.
• Keep familiar with management approved payment exceptions and client prepayments/credits and keep accurate records for all.
• Balance cash bag daily.

3. Pet Check-in Processing

• Check pets in as they arrive.
• Groom Shop Services – confirm pick-up time & phone call if we are to call when ready.
• Self-Wash Dog Wash – instruct clients on Self-Wash services and assist in getting clients started. Monitor self-wash clients and assist when needed.

4. Processing Enrollment Paperwork & Expired Vaccinations.

• Processing enrollment paperwork accurately & timely
• Monitoring, following-up and documenting pet vaccinations.

5. Retail Inventory

• Assist clients in sale of retail inventory.
• Restock items from storage as needed.
• Keep inventory stock clean, neat and pulled to front of shelving.

Other Job Duties

1. Management Projects

• Special projects as assigned

2. Administrative

• Print copies of daily reports for reception area for all service areas.
• File paperwork in client files as outlined.
• Print administrative forms as needed for guest services.
• Maintenance client mailing lists as needed.
• Restock flyers, business cards, magnets as needed.
• Restock samples, treats & lollipops as needed.
• Make client reminder calls.

3. Other

• Cleaning tasks
• Other duties as assigned

Minimum Experience, Skills, Certification or Academic Background Required

• High school graduate preferred
• Excellent oral & good written communication skills
• Good math skills & selling skills preferred
• Previous work experience demonstrating dependability
• 1-2 years experience providing client service & 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