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PetSuites Middletown Pet Pro / Pet Host (Customer Service)


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PetSuites Middletown

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Job Description and Responsibilities - Pet ProGUIDING PRINCIPLES1. We love pets and want to take the best possible care of them.2. We appreciate our pet owners. We always want them to be treated with respect and greeted with a friendly voice.3. We do not get a second chance to make a great first impression. We want all of our first impressions to be great ones.4. We are all a part of the PETSuites team. We are only as strong as our weakest link. We succeed together.5. Our goal is to deliver customer service that will become legendary. Our standard is rave revues.The role of Pet Pro is the most important role in the care of our guests. The kennel technician will assume complete responsibility forthe care and welfare of the guests in our facility. The Kennel Technician must be dependable, caring and pay attention to detail.Cleanliness of the facility is what will determine our success. Keeping the focus on cleanliness and safety is essential.PET RESPONSIBILITIESEnsure that each guest is treated with respect and dignityEnsure that all guest are receiving appropriate amounts of food and waterMaintain a sanitary and healthy environment by following PETSuites standards of cleaning and disinfecting roomsMonitor guests' health by daily charting of eating and elimination habitsMonitor guests' reaction to playtimes and general demeanor by charting playtime interactionsFollow all PETSuites standards of safety with regards to handling guests, particularly aggressive guests and escape artistsPay specific attention to kennel tags, (Meds Person to Feed, Aggressive, Separate for Feeding, etc.)Immediately alert front staff and resort manager when a guest is ill or exhibiting odd behavior - follow-up by filling outillness form and turning it into the front staffLaunder guests' sheepskin, towels, etc., as necessaryPROPERTY AND INVENTORY MANAGEMENTEnsure facility meets or exceeds PETSuites expectations with regards to cleanliness and safetyEnsure that the property is maintained (lawncare, snow removal, tree maintenance)Alert manager when levels of inventory are low in the following areas:Pet foodsCleaning products for kenneling and lobby areasEnsure all common areas in the kenneling area and the lobby are clean and free from hazards ie: wet floors, etc.Alert manager of any safety or operational issues ie: broken guillotine doors, burnt-out lights, not enough salt for snowyareas, etc.Keep informed of important notices, meetings, etc. by consulting the "Guest Services Command Center"PHYSICAL REQUIREMENTS:Must be able to work under conditions that require sitting, standing, walking, bending, reaching, pulling, pushing andgrasping.Talking and hearing to effectively convey information and understand instructions.Ability to communicate effectively with other staff members.REPORTS TO:The Pet Pro reports to the Manager.Job Types: Full-time, Part-timeJob Types: Full-time, Part-timePay: $10.00 - $12.00 per hourJob Types: Full-time, Part-timePay: $10.00 - $12.00 per hourBenefits:401(k)401(k) matchingDental insuranceEmployee assistance programEmployee discountHealth insuranceLife insurancePaid time offRetirement planVision insuranceSchedule:8 hour shiftDay shiftHolidaysMonday to FridayNight shiftOvertimeWeekend availabilitySupplemental Pay:Bonus payTipsWork Location:One locationWork Remotely:NoWork Location: One locationJob Description and Responsibilities - Pet HostGUIDING PRINCIPLES1. We love pets and want to take the best possible care of them.2. We appreciate our pet owners. We always want them to be treated with respect and greeted with a friendly voice.3. We do not get a second chance to make a great first impression. We want all of our first impressions to be greatones.4. We are all a part of the PETSuites team. We are only as strong as our weakest link. We succeed together.5. Our goal is to deliver customer service that will become legendary. Our standard is rave revues.The role of PET HOST involves managerial support as well as customer service and Pet Pro support. The PET HOST willassume responsibility for the care and welfare of the guests in our facility when directed by the General and ResortManagers. The PET HOST will also assume responsibility for staff when directed by the General and Resort Managers.The PET HOST must by example by demonstrating dependability, initiative, and excellent decision-making skills.Organization, attention to detail and follow up skills is critical. The PET HOST must be able to take direction well andcommunicate to Resort Manager as well as all other employees in a positive, effective manner. It is essential that thePET HOST understands and employs the PETSuites philosophy of customer and guest care in all actions.PET RESPONSIBILITIESIn capacity of Pet Pro or Pet Pro support role:Ensure that each guest is treated with respect and dignityEnsure that all guest are receiving appropriate amounts of food and waterMaintain a sanitary and healthy environment by following PETSuites standards of cleaning and disinfectingroomsMonitor guests' health by daily charting of eating and elimination habitsMonitor guests' reaction to playtimes and general demeanor by charting playtime interactionsFollow all PETSuites standards of safety with regards to handling guests, particularly aggressive guests andescape artistsPay specific attention to kennel tags, (Meds Person to Feed, Aggressive, Separate for Feeding, etc.)Immediately alert front staff and resort manager when a guest is ill or exhibiting odd behavior - follow-up byfilling out illness form and turning it in to the front staffLaunder guests' sheepskin, towels, etc., as necessaryTransport pet to the vet as neededCUSTOMER RESPONSIBILITIESIn capacity of Pet Host or Pet Host support role:Provide impeccable customer service.Ensure that each customer is treated with respect and dignityDevelop and maintain strong relationships with customersProactively manage waitlists on weekends/peak season/holidays and ensures that rooms are utilized tomaximum capacityAct as liaison between veterinarian and customer/emergency contact, keeping all parties informed of ongoingproblems when necessaryHelp initiate "white glove" treatment to our best customers, ie. Call best customers well before peak seasons tosecure reservations before we are "sold out"Respond promptly and troubleshoots any customer relations issues, keeping in mind both the managers' andPETSuites philosophy.Promptly address any uncomfortable situations with customersAlong with resort manager, develop strategies for dealing with difficult customer relation issues.PROPERTY AND INVENTORY MANAGEMENTPET HOST will focus on property and inventory management. Duties include:Ensure facility meets or exceeds PETSuites expectations with regards to cleanliness and safetyEnsure that the property is maintained (lawncare, snow removal, tree maintenance)Ordering when levels of inventory are low in the following areas:Pet foodsCleaning products for kenneling and lobby areas and office suppliesEnsure all common areas in the kenneling area and the lobby are clean and free from hazards ie: wet floors,defecant, etc.Alert managers of any safety or operational issues ie: broken guillotine doors, burnt-out lights, not enough saltfor 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, pushingand grasping.Talking and hearing to effectively convey information and understand instructions.Ability to communicate effectively with other staff members.REPORTS TO:General ManagerThis statement sets forth the basic tasks and duties of the job, but is not intended to provide a detailed descriptionof all functions that may be required to perform the job satisfactorily.Job Types: Full-time, Part-timeJob Types: Full-time, Part-timePay: $11.00 - $13.00 per hourBenefits:401(k)401(k) matchingDental insuranceEmployee assistance programEmployee discountHealth insuranceLife insurancePaid time offVision insuranceSchedule:8 hour shiftDay shiftEvening shiftHolidaysMonday to FridayNight shiftOvertimeWeekend availabilitySupplemental Pay:Bonus payWork Location:One locationWork Remotely:NoWork Location: One location

Posted Date
08/03/2022

Listing ID
78072438
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