Guest Services Coordinator

Do you LOVE Dogs? Do you CARE deeply and have a passion to provide a safe and loving environment for them to interact and play? Do you believe in doing everything with EXCELLENCE? If you answered yes to these questions, we would love for you to come join our team! Puppy Paws Hotel and Spa is the place for you!

Our goal is to serve our clients, the dogs and our team with EXCELLENCE! We strive to ensure that your experience here is both a positive and rewarding one. To treat our clients’ dogs as family, we should always view them as deserving of respect and LOVING care.

At Puppy Paws, our goal is to improve the lives of dogs and their owners in all situations. Dogs are full of unconditional LOVE. And it’s our duty to CARE enough to give some of that back with EXCELLENCE! If you are wanting to join a compassionate, positive, and knowledgeable team, look no further!

Our primary goals are:

• Focus on pet health & well-being by providing fun daily activities for pets
• Personal service – Knowing pups and their owners! We want to continually exceed our client’s expectations by building relationships and giving every dog the utmost attention and care they deserve
• Creating a fun and loving environment where pups enjoy spending time away from home. 

The Guest Service Coordinator works directly under the guidance of the Campus Managers at the Edmond and NW OKC campuses to coordinate the Guest Services team. The position will oversee all aspects of the Guest Services team. Demonstrate a high level of integrity and work ethic. Work to continually have clear, consistent communication with Campus Managers and all departments: Hotel Ops, Spa, Academy and In Home Services. 

Hours: 8AM-4:30PM Monday - Friday
Weekends as Needed

Evenings as Needed
Holidays Required

Requirements: 

• Maintain a level of EXCELLENT customer service. 

• Comfortable and confident with all sizes and breeds of dogs. 

• Have a full understanding of all the Guest Service SOP’s. 

• Understand and operate within the Puppy Paws Service Standards. 

• Be teachable and actively growing your knowledge and skills through continued education. 
• Experience working in a team-oriented environment. Ability to collaborate effectively with colleagues to achieve sales goals and enhance customer experience. 

• Attention to detail and able to take instructions well and a good memory. 

• Able to lift up to 50lbs. 

• Creating and maintaining a positive culture and work environment. 

• Exhibit cooperation and teamwork with ALL departments. 

• Maintain clear, consistent communication with Campus Managers and all other departments. 

• Have a working knowledge of ALL department positions. 

• Uphold Puppy Paws Core Values. 

• Monitor all forms of client communication to make sure they are being done according to Puppy Paws Standards. 

• Give tours of the facility and help with Pick Up & Deliveries as needed. 

• Work off-site special events. 

• Rotating days at each campus. 

• Able to perform all the following job duties reliably. 

Job Duties:  

• Daily check of reception notebooks. All receptionists are to keep track of booked services so they can be monitored and double checked. 

• HR updates for employee issues or concerns, call ins, tardiness, etc..

• Ensure checklists are relevant and the team comprehends and does their assigned checklist. 

• Ensure SOP comprehension, communicating with team that SOPs are REQUIRED. If a member of the team sees something that needs updated or changed, please let management know. 

• Manages productivity of team members 

• Maintains incident reports by following SOP. 

• Handling of client complaints. Move to management as needed. 

• Ensure that all Reception team employees uphold Puppy Paws Standard of customer service. EXCELLENCE! 

• Keep supply list updated and purchase monthly supplies according to budget 

• Facilitates cleanliness of lobby, and front yard. 

• Verify and follow-up on client registrations and communications. 

• Monitor client invoicing for accuracy. 

• Training of new employees 

• Handling of call ins for your team M-F 

• On call Weekend Rotation 

• Employee Appreciation 

• Handling of course corrections and reviews as needed. 

• Updating Daily notes for your department. 

• Weekly L10 meetings with Campus Manager. 
  
• Weekly Deposit

Qualifications:

• Previous experience in customer service, sales, or a related field preferred
• Passion for animals, especially dogs, with a basic understanding of dog care and behavior
• Strong understanding of sales principles and techniques, including upselling, cross-selling, and a consultative selling. Ability to identify customer needs and recommend appropriate services.
• Strong communication and interpersonal skills
• Ability to multitask and work in a fast-paced environment
• Proficient in using computers and basic office software (e.g., Microsoft Office, booking systems)
• Availability to work flexible hours, including weekends and holidays