Shift Leader - Happy Tails Pet Resort : Job Details

Do You LOVE Pets!? Come and talk to us on how we can pay you for your love for pets! Great summer & student work -flexible schedules! We believe in the mission of Pet Lovers Delighting Pet Lovers and we demonstrate this through being Playful, Passionate, Personal and Professional. A successful candidate for this position will be someone who not only embraces this culture, but is a team player, self-motivated, takes direction well, has excellent communication skills, and great attention to detail. This is a service-related industry and you should not only be skilled at customer service, but passionate about helping people. You'll work in our Daycare and Boarding areas to care and ensure the safety of the guests in our facility. Not only will you focus on handling dogs + cats all day, but on the cleanliness of the facility. Benefits include: * 401 (k) * 401 (k) matching * Employee assistance program * Health savings account * Paid time off * Health, dental, vision, life insurance A Day In The Life: DO YOU LOVE PETS!!! Happy Tails is a premier pet resort in Cedar Park for pet lodging and doggy daycare. We are looking for dog and cat lovers to join our team! The role of SHIFT LEADER involves managerial support as well as customer service and pet care support. The SHIFT LEADER will assume responsibility for the care and welfare of the guests in our facility when directed by the General and Resort Managers. The SHIFT LEADER will also assume responsibility for staff when directed by the General and Resort Managers. The SHIFT LEADER must lead by example by demonstrating dependability, initiative, and excellent decision-making skills. Organization, attention to detail and follow up skills is critical. The SHIFT LEADER must be able to take direction well and communicate to Resort Manager as well as all other employees in a positive, effective manner. It is essential that the SHIFT LEADER understands and employs the Happy Tails philosophy of customer and guest care in all actions. PET RESPONSIBILITIES In capacity of pet care or pet care support role: Ensure that each guest is treated with respect and dignity Ensure that all guest are receiving appropriate amounts of food and water Maintain a sanitary and healthy environment by following Happy Tails standards of cleaning and disinfecting rooms Oversee appropriate playtime rotations and socialization engagement Monitor guests' health by daily charting of eating and elimination habits Monitor guests' reaction to playtimes and general demeanor by charting playtime interactions Follow all Happy Tails standards of safety with regards to handling guests, particularly reactive guests and escape artists Pay specific attention to run cards, (Meds, Feeding instructions, Reactivity, etc.) Immediately alert front staff and resort manager when a guest is ill or exhibiting odd behavior - follow-up by filling out incident form and adding it into our PIMS system (Gingr) Launder guests' sheepskin, towels, etc., as necessary CUSTOMER RESPONSIBILITIES In capacity of Pet Host or support role: Provide impeccable customer service. Ensure that each customer is treated with respect and dignity Develop and maintain strong relationships with customers Proactively manage waitlists on weekends/peak season/holidays and ensures that rooms are utilized to maximum capacity Act as liaison between veterinarian and customer/emergency contact, keeping all parties informed of ongoing problems when necessary Help initiate white glove treatment to our best customers, i.e.. Call best customers well before peak seasons to secure reservations before we are sold out Respond promptly and troubleshoots any customer relations issues, keeping in mind both the managers' and Happy Tails philosophy. Promptly address any uncomfortable situations with customers Along with resort manager, develop strategies for dealing with difficult customer relation issues. PERSONNEL MANAGEMENT The SHIFT LEAD will support the General Manager and Resort Managers on the following duties: Leads by example! Help set standards for punctuality, thorough, professional behavior. Help hire, train and supervise kennel technicians and supervise pet care and customer service staff Provide support for marketing and sales projects including vet visits, pet community events, direct mail initiatives, etc. Motivate staff by creating a positive work environment. Support managers in continually creating improved training procedures, policy and quality development Pro-activity provides management support in the area of grooming but ensuring groomers/bathers stay on top of upcoming PETSpa visits. Effectively manage PETSpa daily with particular focus on busy season departure services. Communicate important notices, meetings, etc. through verbal and/or written communication. FINANCIAL RESPONSIBILITY The SHIFT LEAD will support the General Manager and Resort Managers in the following areas: Responsible for accuracy of all financial transactions. Proactively manage occupancy and look for ways to increase occupancy via marketing, sales efforts Keep resort manager abreast of risk log and customer issues Ensure that daily revenue invoices are balanced and accurate Review inventory levels and ensure that stock is being used appropriately PROPERTY AND INVENTORY MANAGEMENT The SHIFT LEAD focus on property and inventory management. Duties include: Ensure facility meets or exceeds Happy Tails expectations with regards to cleanliness and safety Ensure that the property is maintained (lawn care, snow removal, tree maintenance) Ordering when levels of inventory are low in the following areas: Pet foods, Cleaning products for kenneling and lobby areas and office supplies Ensure all common areas in the kenneling area and the lobby are clean and free from hazards i.e.: wet floors, defecate, etc. Alert managers of any safety or operational issues i.e.: broken guillotine doors, burnt-out lights, not enough salt for snowy areas, etc. Communicate important notices, meetings, etc. through verbal and/or written communication. PHYSICAL REQUIREMENTS: Must be able to work under conditions that require sitting, standing, walking, bending, reaching, pulling, pushing and grasping. Talking and hearing to effectively convey information and understand instructions. Ability to communicate effectively with other staff members. OTHER REQUIREMENTS: SHIFT LEAD must be available for overnight emergency calls SHIFT LEAD must be proficient in all Front Desk responsibilities SHIFT LEAD must understand trainer roles and responsibilities related to dog training SHIFT LEAD should be available to serve as a relief for other locations as needed SHIFT LEAD must have the ability to work 10+ hour work days which include many weekends, holidays and other peak times REPORTS TO: General Manager Equal Employment Opportunity NVA Pet Resorts is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.