Guest Services Receptionist
Are you a dog lover with a passion for people and providing excellent customer service? Do you consider yourself to be an organized individual who is detail oriented? Have you dreamed of working with dogs, but only wish there was a path towards a sustainable career with growth opportunities? If so, Club DiOGi may be a fit for you!
Club DiOGi is an enrichment-based dog daycare, boarding and training facility for dogs 35 lbs and under. We are staffed 24/7 every day of the year to ensure the safety and well-being of our doggy guests.
We pride ourselves in building lifelong, trusting relationships with our clients, providing expert care, and maintaining the cleanliness and appearance of our facility. Club DiOGi is an inclusive and fun place to work; however, it is physical work regardless of position within the company. So, if sitting behind a desk is ideal, this job is not for you. Every person who works at Club DiOGi is cross-trained in all aspects of the business from monitoring group play and feeding/medicating dogs to cleaning the facility when needed. As part of training, receptionists are required to shadow the playroom staff to get to know the dogs and the day to day operations.
General Summary of Job
The Guest Services Receptionist 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 Receptionist reports to the General Manager.
Primary Duties
-Customer Service
-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 to leave a message 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.
-Work with dissatisfied clients in an effort to resolve issue to retain clients.
-Answer questions regarding our services, policies and procedures. Explain our focus on dog enrichment activities, wellness and quality care provided in all our services.
-Coordinate with Playroom Attendants aka Rufferee staff when opening or closing to ensure proper pet care and client communication for early pet drop-offs & late pick-ups.
-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.
-Pet Check-in Processing
a. 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.
-Daycare – confirm pick-up time and add lunch if applicable.
-Lodging/Boarding – 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 or slat wall pegs.
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, magnets as needed.
-Restock samples and treats as needed.
-Make client reminder calls/emails as per procedures.
-Perform functions as assigned in Guest Services Monthly Checklist.
-Cleaning tasks are completed as outlined in reception duties checklist.
-Assist new staff in learning procedures and serving clients.
-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
Are you a dog lover with a passion for people and providing excellent customer service? Do you consider yourself to be an organized individual who is detail oriented? Have you dreamed of working with dogs, but only wish there was a path towards a sustainable career with growth opportunities? If so, Club DiOGi may be a fit for you!
Club DiOGi is an enrichment-based dog daycare, boarding and training facility for dogs 35 lbs and under. We are staffed 24/7 every day of the year to ensure the safety and well-being of our doggy guests.
We pride ourselves in building lifelong, trusting relationships with our clients, providing expert care, and maintaining the cleanliness and appearance of our facility. Club DiOGi is an inclusive and fun place to work; however, it is physical work regardless of position within the company. So, if sitting behind a desk is ideal, this job is not for you. Every person who works at Club DiOGi is cross-trained in all aspects of the business from monitoring group play and feeding/medicating dogs to cleaning the facility when needed. As part of training, receptionists are required to shadow the playroom staff to get to know the dogs and the day to day operations.
General Summary of Job
The Guest Services Receptionist 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 Receptionist reports to the General Manager.
Primary Duties
-Customer Service
-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 to leave a message 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.
-Work with dissatisfied clients in an effort to resolve issue to retain clients.
-Answer questions regarding our services, policies and procedures. Explain our focus on dog enrichment activities, wellness and quality care provided in all our services.
-Coordinate with Playroom Attendants aka Rufferee staff when opening or closing to ensure proper pet care and client communication for early pet drop-offs & late pick-ups.
-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.
-Pet Check-in Processing
a. 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.
-Daycare – confirm pick-up time and add lunch if applicable.
-Lodging/Boarding – 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 or slat wall pegs.
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, magnets as needed.
-Restock samples and treats as needed.
-Make client reminder calls/emails as per procedures.
-Perform functions as assigned in Guest Services Monthly Checklist.
-Cleaning tasks are completed as outlined in reception duties checklist.
-Assist new staff in learning procedures and serving clients.
-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