Concierge

Job Description

Job Description

Job Purpose :

The Welcome Desk Concierge provides exceptional customer service and front-of-house operations as detailed below.

Essential Duties and Responsibilities :

The following is a list of general job responsibilities. This list is not all-inclusive and may be amended to meet changing business needs.

Welcome Desk Concierge :

• Work the Welcome Desk : Check Ins, Check Outs, Scheduling, Payments, Answering Phones, Answering Questions, Offering Services and Products, etc.
• Develop and Maintain in-depth knowledge of services and products offered
• Maintain up-to-date and accurate records : vaccination records, signed contracts, pertinent meal, and medication information, pooch and parent profiles, payment cards on file, etc.
• Provide Exceptional Customer Service, developing strong relationships with pooches and people
• Serve as a primary point of contact for all client questions and concerns, via phone and email
• Accurately process incoming personal items & boarding bags
• Ensure clients are charged correctly for all services and products
• Assist with the care of the Puppy Nursery and Senior Center pooches throughout the shift
• Clean up after dogs
• Run dogs at check-in and check out
• Keep DDL sparkling clean : maintain housekeeping and visual standards for the retail area
• Perform additional cleaning and disinfection duties including, but not limited to, taking out the garbage, mopping, vacuuming, cleaning surfaces, laundry, etc.
• Follow all safety guidelines and protocols
• Communicate and participate as part of the team
• Attend daily recap meetings, as well as read and understand recap daily
• Understand and uphold the Purpose and Core Values of the business in actions and words
• Perform other daily tasks as assigned by the Pack Leader and / or Supervisors
• Cross-train for other positions within the company over time
• Attend periodic required trainings and All Team Meetings
• Complete training as a Dog Handler and work as a Dog Handler in the parks approximately 1 day per week, maintaining confidence and proficiency in working professionally with dogs
• Develop in-depth knowledge and understanding of dog breeds and dog behavior
• Mentor new team members as assigned
• Uphold the DDL Purpose and Values, communicating clearly, openly, honestly, and kindly

Experience and Education :

• High school diploma, GED, or equivalent
• Customer service or retail experience, 1+ years preferred
• Must be 18 years of age to work independently in the dog parks

Required Skills and Abilities :

• Demonstrate outstanding attention to detail, ownership, and follow-through
• Able to multitask, successfully balancing professionalism with expediency
• Ability to troubleshoot and implement solutions
• Focus on customer retention and improving overall customer satisfaction
• Exceptional communication skills; written and verbal
• Goal-oriented, attention to detail
• Comfortable working in close proximity to dogs
• Strong computer skills
• Ability to lift 45 pounds
• Ability to stand up for 8 hours

Preferred Qualities :

Ideally, a successful candidate should have experience working with dogs, should lead by our Purpose & Core Values, inspire others through their professionalism and work integrity, respond creatively to continuous change, seek out information when in doubt, and participate in building and maintaining of a positive and healthy work environment.

Reports To :

• Supervisor & Senior Supervisor
• Operations tasks delegated by Pack Leader daily
• Direct / Indirect Reports : n / a

Status :

Non-exempt, hourly. As a non-exempt employee, this employee is expected to work approximately 40 hours per week unless otherwise arranged.

The schedule is determined by individual store needs as determined by the Senior Supervisor. Welcome Desk Concierge must be flexible and will be expected to maintain an open availability to work weekends or evenings and must be available during peak holiday check-in and check-out times.

Our Purpose :

We are leaders, delivering peace of mind in a safe environment by caring for every dog as our own.

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