Pet Hotel - Client Service Shift Lead

A Shift Lead is an employee recognized by Wag Hotels management team as having the required skill and determination to effectively run the hotel in the absence of a manager. A shift lead is a leader across all departments of the hotel and offers support to both front and back of house and is dedicated to the overall success of the hotel as a whole.

Job Requirements:

Exceptional Communication Skills (written & oral)
Knowledge of industry standards of animal husbandry for both canines & felines
Knowledge of canine & feline behavior.
Ability to handle animals of various temperaments, sizes, and play styles
Exceptional customer service skills
Ability to pick up knowledge of both front-of-house and back-of-house departments
Ability to delegate
Ability to prioritize
Strong time management skills
Ability to handle stress and make decisions quickly
Open availability (including weekends and Holidays)

Key Job Expectations & Responsibilities:

Communication- includes written and oral communication. Shift leads are expected to check in with the management team daily, communicate guest, employee, and client concerns as they arise, coordinate meeting agendas, and attend all departmental meetings. Shift leads also need to possess the ability to effectively communicate with employees and clients.
New Hire Training - including hands-on training of new hires, managing & updating training checklists, and sending out weekly training updates to the management team & fellow shift leads. This also includes making recommendations to the management team about employees who may be good candidates for cross-training, be better suited in a different department, or show signs that they may not be a good fit for the position.
Hotel Cleanliness - including daily and weekly facility walk through’s, upkeep of the tour route, ensuring rooms are clean, dishes & laundry completed in a timely manner, and storage areas are kept clean and organized. Also includes misc. projects as assigned.
Guest Behavior & Health - Ability to recognize and anticipate guest health and behavior concerns. This includes evaluating guest health and behavior, making decisions regarding needs for grooming/bathing, room and amenity changes, specialized care, and vet care. Also includes communicating those needs to the client as well as the team and making a proper notation in the animal software system.
Employee Issues - Ability to identify employee issues such as poor work quality, dress code violations, cell phone violations, minor attendance issues, and other policy violations. Also includes taking steps to rectify the issue and document those situations via email to the management team.
Client Concerns - Ability to resolve client concerns immediately by showing genuine concern and empathy to the client and offering a solution. Continues to follow up with clients as needed to ensure all concerns are 100% resolved.
Emergency Protocol - Ability to operate both front and back of house in an emergency situation.
Inventory & Ordering - this includes taking weekly inventory and placing supply orders when needed. Shift leads should work with the Operations Manager on inventory and ordering schedules.
Client Service - Provides a warm and inclusive environment for all clients, new and existing. Take it upon themselves to build relationships from trust and mutual respect with our clients. Performs tours of the facility, and offers suggestions on the best programs/amenities for each pet during their stay.
Provide fun and thorough updates for clients on how their pet is doing. This includes sending email updates with pictures and/or videos.
Take photos and videos for Wag Hotels' social media platforms

Benefits:

Health, dental, vision, and life insurance through the company’s plan.
Ability to participate in CalSavers Retirement Savings Program through the Company after 30 days.
Accrue paid vacation time.
40 hours of sick time annually.
Free daycare for your pet after your first 30 days.
Two weeks of free boarding for your dog or cat (during non-peak periods).
30% discount on all retail.

Wag Hotels is an equal opportunity employer. Applications are considered without regard to race, color, religion, gender, national origin, age, marital status, veteran status, sexual orientation, or disability. We are always accepting applications.

Keywords: animal, animals, dogs, pets, pet hotel, dog daycare, hotel, daycare, dog, pet, pet boarding, dog boarding, cats, cat, cat boarding, kennel, animal care, pet care, animal services, lead, shift lead, supervisor, leader'
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Work Location:

One location

Work Remotely

Job Type: Full-time

Pay: From $18.50 per hour

COVID-19 considerations:
To keep our employees and clients as safe as possible we are providing are employees with masks, gloves, and hand sanitizer. Temperature checks and self-evaluation forms must be done by each employee at the start of their shift.