Front Desk Manager

Job Title: Front Desk Manager

Reports To: General Manager, Assistant Managers

Partners: Pet Care Managers

Delegates: Front Desk Agents

Summary

The Front Desk Manager oversees daily front desk operations, ensuring alignment with pet care standards, company policies, and client service excellence. This role drives training initiatives, optimizes scheduling workflows, and collaborates with Pet Care and Grooming/Reservations teams to deliver seamless client experiences. The Front Desk Manager mentors staff, resolves booking discrepancies, and upholds organizational efficiency through proactive communication and administrative oversight.

Qualifications

Experience: At least one year of management experience in a customer-focused or pet care environment is preferred. Proven expertise in client communication, scheduling, and team leadership is required.

Skills & Abilities

• Commitment to exceptional customer service and client satisfaction.
• Strong leadership skills with the ability to train, mentor, and provide constructive feedback.
• Advanced organizational skills for schedule management, documentation, and cash reconciliation.
• Proficiency in Microsoft platforms (Outlook, Excel, MS Forms, Teams) and Gingr software (training provided if needed).
• Competence in data analysis to support operational decisions.
• Flexibility to adapt to dynamic client needs and resolve issues efficiently.
  
  

Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This role requires frequent standing, walking, reaching, and lifting (up to 50 lbs). Exposure to wet/humid conditions, loud noises, and occasional bending or stooping may occur.

Key Responsibilities

Front Desk Operations:

• Ensure daily operations adhere to pet care standards, policies, and company protocols.
• Conduct a "Three-Day Audit" of schedules to identify and correct booking errors, communicating changes to clients and staff.
• Collaborate with Grooming/Reservations Managers to maintain organized workflows and groomer schedules.
  
  

Training & Development

• Train new hires on front desk workflows, customer service best practices, and software use.
• Model professionalism and effective client interactions for front desk agents.
  
  

Client Communication & Care

• Lead communication with clients and management regarding sick/injured pets, providing timely updates and solutions.
• Escalate challenges and improvement opportunities to management proactively.
  
  

Administrative Support

• Maintain accurate scheduling records and resolve discrepancies daily.
• Perform cash reconciliation and data analysis to ensure financial accuracy.
• Partner with Pet Care Managers to support back-of-house operations and client satisfaction.
  
  

Core Competencies

Customer Service Excellence: Prioritizes client satisfaction and service quality in all interactions.

Accountability: Consistently meets responsibilities and upholds company policies.

Adaptability: Adjusts swiftly to changing priorities and client/pet needs.

Teamwork & Communication: Collaborates effectively across departments and communicates clearly with staff and clients.

Organizational Mastery: Manages workflows, schedules, and documentation with precision.

Commitment & Compensation

Full-time position. Qualifies for bonuses, employee tip participation, paid time off (after 1 year of full-time employment), sick pay, and 401K benefits.