Ultimate Staffing is partnering with leading Pet Hotel service. This role is onsite in Santa Clara, CA, is a direct hire and offers a salary of $65,000-$72,000.
Title: Client Services Job Description:
The Client Services team members will play a vital role in our operations. Client Services (CS) is often the first point of contact when a client and guest first enter the hotel. Client Services is the front of house operations and needs to ensure a positive and inviting welcome and departure to all clients and guests they interact with.
Responsibilities: Your duties will include, but are not limited to:
* Proper radio etiquette - radio with an earpiece is worn during each shift. Radio communication is expected daily.
* Efficiency - Each task is executed in a timely manner with detail.
* Ability to multitask
* Understands layout of hotel, different room sizes & amenities included with each room.
* Daily Task List - follows daily timeline and tasks assigned.
* Proper clean-up of feces, urine, vomit, etc.
* Lobby/Exterior/Bathroom- presentation/cleanliness/organization - entire hotel is expected to be always presentable. Items should be placed back in their correct place, trash/kibble to be picked up promptly, rugs cleaned, floors swept, etc.
* House Keeping: cleaning bathrooms, mopping , Zamboni operation, vacuuming rugs, cleaning windows and dusting shelves. Follows proper procedure for all cleaning processes.
* Facility maintenance - alert manager or shift lead to add to maintenance doc.
* Inventory - alert manager or shift lead if low on stock.
* Safety - understands use of chemicals and follow PPE, eye wash station, incident reporting, bite reporting, cleaning up water puddles, dog fight protocol and proper guest handling per Hotels policies.
* Animal Handling - Follows all Hotels policies and protocol for handling and correction of guests.
* Animal health & behavior - Ability to recognize and anticipate guest health and behavior concerns. This includes evaluating guest health and behavior, making decisions regarding needs for grooming/bathing, making decisions regarding needs for room and amenity changes, specialized care, and vet care. Includes communicating those needs to the GS Shift Lead or management team to address accordingly. Also includes communicating those needs to the client and making proper notation in animal software system.
* Room Cards - Room cards are accurate at all time, belongings written, playgroup number and any "warning" notes that need to be bold, written in sharpie.
* Tab bands being used for all guests and appropriate colors assigned
* Feeding - correctly updated upon check in and stored properly.
* Medication - All medications in medication bottle. Correctly updated upon check in and match med card, stored properly.
* Vaccinations - all vaccines must be current at check in. Enforces 3-day incubation period for Bordetella.
* The behavior section for each dog is reviewed upon making reservation and or at check in if new guest. Questions are asked as needed to determine the best program for guest. Shift Lead or Manager brought in for questions as needed.
* Current credit card on file for each client when reservation is created and or check in.
* Knowledge of all policies; Stay & Services Agreement, House Rules, Senior guests, dog bite dog, dog bite person, seizures, etc.
* My Paradise reservation system - creating reservations, check in process, check out process, refunds, pulling all reports.
* Sending problem tickets to MP, refer to manager or shift lead beforehand.
* Phones - Answering all incoming phone calls, if client is present, placing call on hold. Proper phone call etiquette. Uses Hotels greeting when phone is answered. Voicemails returned within 30 minutes.
* Client relationships - greets client upon entry. Puts name band on guest first before check in is completed. Introduces self. Engages with client while they are waiting for the check in or check out to be completed and guest has gone back or come up. Upbeat and cheerful demeanor.
* Up keep of grooming/bathing doc.
* All invoices paid in full at check out.
* Enforces all policies.
* Tour registration. Tour certified after 90 days.
* Comfort with turning clients away at check in if we do not have required vaccines or there is a major behavior or health concern with guest after 90 days.
* Asks for assistance when unable to assist number of clients present or phone call in progress.
* Assistance in other departments as needed following cross training of department.
* Ability to resolve active or potential client concerns after 90 days.
* Completes "Grooming/bathing sheets" and "matted dog release form" when groomers are not present.
* Ultra Suite check in sheet
* Webcam troubleshooting
* New guest process
* Promotes YELP! Reviews
* Coffee bar maintained and cleaned at all times
* Collecting cancellation and no show fees when applicable
* Consistently maintains email management for clients (Zoho Desk, or otherwise)
* Assistance in other departments as needed following cross training of department.
Qualifications:
· Dog Boarding or animal care experience a plus.
· Previous experience as receptionist or client services a plus
· Strong leadership and team management skills.
· Excellent communication and customer service skills.
· Ability to follow procedures effectively.
* Upbeat, approachable and friendly personality
* Ability to communicate and work effectively in a team environment.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
