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 standard 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 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 check lists, and sending out weekly training updates to 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 trough’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.
• Deep Clean Management - includes working with the Operations Manager on scheduling deep cleans, ensuring deep clean is being properly completed, and managing completing in a timely manner.
• 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 proper notation in 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 by showing genuine concern and empathy to the client and offering a discount or comp service when needed. Also includes communicating these concerns to the management team through proper format of client concern emails and notation in the animal software system.
• Emergency Protocol - Ability to operate both front and back of house in an emergency situation.
• Facility Maintenance - includes knowledge of maintenance google doc, knowledge of vendor list, Zamboni maintenance, and ability to communicate needs for maintenance and repairs to management team.
• Inventory & Ordering - includes taking weekly inventory and placing supply orders when needed. Shift leads should work with Operations Manager on inventory and ordering schedule.

Benefits:

• Health, dental, vision and life insurance through the company’s plan.
• Ability to participate in 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.
• 20% off services

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.