Dogtopia Front of House Shift Lead

Description

Proficient in Systems?

•  Sharepoint, Nozbe, and Dogtopia Hub 
• Checking in and out of daycare dogs, checking appropriate spa services for departure 
• Checking in a boarding dog, confirming out date and pick-up time, spa services, emergency contact, feeding instructions, any medications required, noting every belonging brought and labeling everything accordingly  
• Creating invoices for daycare and boarding dogs correctly  
• Completing payment transactions both cash and credit  
• Creating enrollment plans 

Customer Service

• Greets all customers promptly and welcoming 
• Utilize the 3 S system consistently with customers SMILE, STORY, SATISFACTION to set the example for the team 
• Effectively communicates health and behavior concerns with customers in a professional manner including excusing dogs from Dogtopia
• Answers phone, transfers calls, takes messages and communicates messages in a timely manner 

Leadership

• Team player- always looking for ways to help out team members 
• Utilizes training opportunities for the team such as dog injuries, billing issues, or customer complaints  
• Actively communicates team developmental needs and issues with Assistant General Manager and the entire management team regularly to ensure growth  
• Proven ability to offer verbal and written feedback to team members in order to hold accountability to standards 
• Ensures team members are completing appropriate checklists 

Operations

• Ensuring all forms and requirements for dogs and PPs are completed and properly stored (PPA, Registration, Vet Records, Enrollment Agreement) 
• Maintains understanding of supplies and inventory levels
• Create effective daily room schedule  
• Safely performing Meet & Greets 
• Ensuring FOH team is completing M&G checklists and Enrollment Tracker 
• Maintains confidentiality in Dogtopia practices and all aspects of the business  
• Conducts evening closing procedures including transaction totals and balancing the cash drawer  
• Prepare lunches, feedings, medications, and special needs lists based on parent’s requests  
• Take dogs to appropriate playroom based on size and temperament and retrieve them  
• Record accurately health and behavioral notes in daily activity log and communicate those with both shifts  
• Make copies, receive, and send faxes as well as monitor confidential information that may be received through phone calls, faxes or in person 
• Attends regular meetings

Sales and Marketing

• Responsible for owning the lead management SOP and guidelines o Completes Customer Management Tracker and delegates associated follow up tasks 
• Responsible for owning the absenteeism follow up process 
• Oversees FWD and PPA appreciation tasks 
• Assists Social Media SOP, responds to direct messages and engagement, and reviews team’s social media interactions to maintain Dogtopia standards and regulations listed on Pet Parent documents 
• Preforms in store and out of store marketing activities 
• Assists PPC’s in achieving daily and weekly sales targets 
• Creates daily conversion lists to guide sales conversations 
• Oversees referral program for accuracy and success 

Requirements

Must be at least 18 years of age or older