Social Pet Hotel
  • Pineville, NC, USA
  • Hourly
  • Full Time

Guest Services Coordinator

Social Pet is Charlotte's best choice for dog daycare, lodging, and grooming. We offer daycare options including group play and one-on-one enrichment activities, a variety of comfortable lodging accommodations and personalized amenities, and Spa services ranging from a basic bath, brush and nail grind to a full pup makeover. At Social Pet, we exist to enrich the lives of dogs and the relationships they share with those who love them.

We are currently seeking candidates for Guest Services Coordinator at our facility in Pineville, NC. As a leader at Social Pet, your primary daily responsibilities involve fostering a positive and supportive environment for all dogs, staff, and pet parents in your care. Your ability to give and receive regular feedback, proactively address customer and staff challenges, as well as leading by example through daily positive interactions with the people and dogs around you is crucial. Your training will consist of learning our playgroup management and cleaning procedures by working in those roles until you demonstrate mastery of the positions. You will then learn all aspects of our Front Desk operations as well as the required skills to run a successful shift. This is a part-time position but there may be full-time opportunities available. All Social Pet full-time staff have access to benefits which is almost unheard of in our industry. If you're a seasoned pet care professional with leadership experience, love ALL dogs and enjoy providing the best customer service experience possible, we want to hear from you!

Essential Job Functions:

  • Greet parents and their pets entering establishment.
  • Open and close the facility.
  • Respond to questions from parents about their pet(s) behavior and experience while in our care.
  • Receive payment by cash and credit card.
  • Keep records organized and current in computer software.
  • Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans.
  • Monitor Pet Care Specialists and Enrichment Specialists performance to ensure efficient operations and adherence to facility's policies and procedures on cleaning and safety are met.
  • Discuss job performance problems with employees to identify causes and issues and work on resolving problems.
  • Train or instruct employees in job duties and company policies or arrange for training to be provided.
  • Inspect accommodations, common areas, and yards for cleanliness and appearance.
  • Attend company meetings to exchange ideas for improvements, discussion of further training of self or employees, and upcoming promotional events.
  • Observe behavior of dogs to ensure good play skills and calming signals are being used. Maintain even-tempered and friendly dog yard atmosphere.
  • Petting and affection to multiple dogs ranging from 2-lbs to over 100-lbs at all activity levels (high or low energy) and be comfortable standing up for 100% of shift worked, walking around with the dogs.
  • Verify dogs are fed and watered according to schedules and feeding instructions.
  • Confirm all medications are administered properly, timely, and documented.
  • Shared role in chores, such as wash pet dishes thoroughly, do laundry and clean, organize, maintain, and disinfect accommodations, yards, and equipment.
  • Shared help needed to completely clean up and properly dispose of pet waste frequently.

Physical Activities and Mental Abilities Required for this Position:

  • Assisting and Caring for Others - Providing personal assistance to coworkers or customers and personal care to pets at our facility.
  • Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors or coworkers by telephone, in written form, e-mail, or in person.
  • Handling and Moving Dogs and Equipment - Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.
  • Inspecting Equipment, Structures, or Materials - Inspecting equipment or materials to identify any areas that are in need of, or soon will be in need of, repairs, and communicating those possible repairs to your supervisor.
  • Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work and assist with prioritizing Pet Care Specialists' work demands.
  • Performing General Physical Activities - Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as maintaining balance in active dog playgrounds, walking and standing for hours at a time, stooping to clean floors, lifting heavy playground equipment when cleaning, and handling up to 50-lb bags of dog food.
  • Safety, Sensitivity, Identifying and Solving Problems - The ability to tell when something is wrong or is likely to go wrong. Analyze and assess dog play groups identifying potential dog situations by categorizing, anticipating, recognizing differences or similarities, and detecting safety changes in dog play group dynamics. Use your safety and dog training (provided by Social Pet) to prevent or diffuse dog arousal which can lead to aggression.
  • Working Directly with the Public - This includes customer service, intaking dogs, and giving facility tours.

Qualifications and Work Style Requirements:

  • Attention to Detail - Job requires being careful about detail and thorough in completing work tasks and being able to follow set procedures and routines.
  • Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
  • Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  • Initiative - Job requires a willingness to take on responsibilities, challenges, and an eagerness to attend safety and animal care training as well as participate in  workshops about being a productive and effective team member.
  • Integrity - Job requires being honest and ethical.
  • Self - Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in difficult situations.

Skills Required on the Job:

  • Active Listening - Giving full attention to what other people are saying, including Pet Care Specialists and Enrichment Specialists, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
  • Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes assessing customer needs, meeting quality standards for services, and evaluation of customer satisfaction.
  • Developing and Building Teams - Encouraging and building mutual trust, respect, and cooperation among team members.
  • Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.
    • Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates and monitoring performance. Developing and directing people as they work.
  • In-house Sales - Knowledge of principles and methods for showing our facility on daily tours.
  • Interacting with Computers - Using computers and computer systems (including hardware and software) to set up functions, enter data, or process information.
  • Monitoring - Monitoring/Assessing performance of yourself or other individuals to make improvements or take corrective action.
  • Reading Comprehension - Understanding written sentences and paragraphs in work-related documents.
  • Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
  • Speaking - Talking to others to convey information effectively.

Must have:

  • Experience with and genuine kindness, love, and natural respect for ALL dogs, not just your own or only certain breeds
  • Prior leadership experience in a daycare/boarding facility
  • Strong customer service and communication skills are required, as you will be communicating heavily via phone, email, and in-person daily
  • Social Pet is open 7 days a week and we care for dogs 365 days a year. You must have weekend and holiday availability along with open availability throughout the year
  • Comfort with technology
  • High school diploma or equivalent
  • Bachelor's degree preferred
  • Reliable transportation
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