Guest Services Specialist

JOB TITLE: Guest Services Specialist

(Reports to Daycare/Lodging Operations Manager)

PURPOSE

• The purpose of this Job Description is to define the responsibilities, duties, accountability and measures of performance of the Guest Services Specialist at Orrville Pet Spa and Resort, LLC.

BASIC FUNCTION

• The basic functions of the Guest Services Specialist are to greet clients, answer the phone, make appointments and reservations, and complete daily tasks. The receptionist communicates any concerns or updates to other Daycare/Kennel Attendants, Groomers, Orrville Veterinary Clinic Staff, and supervisor/management based on the situation.
• Front Desk Receptionist reports to and is accountable to Management.

ESSENTIAL DUTIES & RESPONSIBILIES

• Keep the safety and health of animal guests as the top priority.
• Report any signs of distress or indications of a medical problem.
• The ability and compassion to handle pets that may be scared, aggressive, or wiggly according to self–control guidelines listed below.
• Ability to keep self-control by maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in difficult situations. This type of self- control includes, but not limited to, yelling or cursing at pets, physical abuse (hitting, slapping, swatting, punching, kicking, or knocking off balance), using excessive force to manipulate movement of pets (jerking on leash/collar, grabbing or twisting) any part of body or applying pressure in a rough manner.
• Understands and agrees to practice all behaviors and principles of OPSR
• Facilitates resolution of issues
• Performs daily work as listed on Opening/Closing Check List.
• Completes daily tasks listed in the Reception Training Manual.
• Understands and can perform all tasks described in the Reception Training Manual.
• Understands how to indicate a pet has medications, specifically; Insulin shots, dosage in solid or liquid form, oral medications, eye medications, ear medications, and miscellaneous medications.
• Participates in keeping the front reception area of the facility clean on a daily basis.
• Assist kennel in keeping any accidents cleared.
• Performs all invoicing and receiving payments for Doggie Daycare, Grooming and Boarding.
• Communicates any concerns or updates in the appropriate way- verbal and/or written.
• Completes any miscellaneous tasks designated by Management.
• Informs pet owners of any comments or concerns that arose while the pet was under the care of Orrville Pet Spa & Resort.
• Inputs any information needed under Client/Patient Chart.
• Promotes in-spa ancillary services.
• Update client files.
• Prepare and mail Thank You, Sympathy and Welcome Cards.

REQUIRED QUALIFICATIONS

To perform the job successfully, an individual must be able to complete all areas outlined for this position in a satisfactory manner. The requirements listed below are representative of the knowledge, skills, and/or abilities necessary to meet the minimum job requirements of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Experience
• Required; Limited experience with animal care.
• Education
• High school diploma or GED equivalent.
• Skills, Knowledge, and Abilities
• Limited animal handling
• Communication- verbal and written
• Detail oriented
• Handling cleaners and disinfectants safely and in accordance with Standard Operating Procedures.
• Ability to handle both canine and felines.
• Basic phone skills.
• Basic customer service skills.
• Basic computer skills.
• Basic math skills.
• Personal Characteristics
• Dependability: honors commitments even under adverse circumstances.
• Initiative: proceeds on a task without requiring detailed instructions.
• Persistence: demonstrates tenacity at solving problems.
• Responsible: readily accepts responsibility for solving problems and handling unusual situations.
• Stress tolerance: able to make sound decisions, lead effectively and maintain calm under highly stressful and unexpected situations.
• Flexibility: confident in applying own skills and abilities to new situations.
• Client Service: deals effectively and courteously with clients regarding status of animals or any issues.
• Teamwork: shares tasks/ideas with others on the work team, identifies where help is needed and regularly works with others on the team to ensure productivity.

Physical

• The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job.
• The employee must have full range of body movements including use of hands, fingers, bending, reaching and crouching
• Sit/stand for extended period of time.
• The employee must have use of all five senses; sight, hearing, touch, smell and taste. Specific vision abilities required include close vision, depth perception and the ability to adjust focus.
• The employee must have the ability to lift/walk/control/handle dogs with a minimum of 5 pounds and a maximum of 180 pounds regularly.
• Working Conditions
• This position will require the employee to be mainly indoors. This indoors is a climate controlled, smoke free environment.
• The noise level in the work environment is usually low to moderate, but can be higher in other areas.