Job Description and Responsibilities - Pet Pro GUIDING PRINCIPLES 1. We love pets and want to take the best possible care of them. 2. We appreciate our pet owners. We always want them to be treated with respect and greeted with a friendly voice. 3. We do not get a second chance to make a great first impression. We want all of our first impressions to be great ones. 4. We are all a part of the PETSuites team. We are only as strong as our weakest link. We succeed together. 5. Our goal is to deliver customer service that will become legendary. Our standard is rave revues. The role of Pet Pro is the most important role in the care of our guests. The kennel technician will assume complete responsibility for the care and welfare of the guests in our facility. The Kennel Technician must be dependable, caring and pay attention to detail. Cleanliness of the facility is what will determine our success. Keeping the focus on cleanliness and safety is essential. PET RESPONSIBILITIES Ensure that each guest is treated with respect and dignity Ensure that all guest are receiving appropriate amounts of food and water Maintain a sanitary and healthy environment by following PETSuites standards of cleaning and disinfecting rooms Monitor guests' health by daily charting of eating and elimination habits Monitor guests' reaction to playtimes and general demeanor by charting playtime interactions Follow all PETSuites standards of safety with regards to handling guests, particularly aggressive guests and escape artists Pay specific attention to kennel tags, (Meds Person to Feed, Aggressive, Separate for Feeding, etc.) Immediately alert front staff and resort manager when a guest is ill or exhibiting odd behavior - follow-up by filling out illness form and turning it into the front staff Launder guests' sheepskin, towels, etc., as necessary PROPERTY AND INVENTORY MANAGEMENT Ensure facility meets or exceeds PETSuites expectations with regards to cleanliness and safety Ensure that the property is maintained (lawncare, snow removal, tree maintenance) Alert manager when levels of inventory are low in the following areas: Pet foods Cleaning products for kenneling and lobby areas Ensure all common areas in the kenneling area and the lobby are clean and free from hazards ie: wet floors, etc. Alert manager of any safety or operational issues ie: broken guillotine doors, burnt-out lights, not enough salt for snowy areas, etc. Keep informed of important notices, meetings, etc. by consulting the "Guest Services Command Center" PHYSICAL REQUIREMENTS: Must be able to work under conditions that require sitting, standing, walking, bending, reaching, pulling, pushing and grasping. Talking and hearing to effectively convey information and understand instructions. Ability to communicate effectively with other staff members. REPORTS TO: The Pet Pro reports to the Manager. Job Types: Full-time, Part-time Job Types: Full-time, Part-time Pay: $10.00 - $12.00 per hour Job Types: Full-time, Part-time Pay: $10.00 - $12.00 per hour Benefits: 401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Life insurance Paid time off Retirement plan Vision insurance Schedule: 8 hour shift Day shift Holidays Monday to Friday Night shift Overtime Weekend availability Supplemental Pay: Bonus pay Tips Work Location: One location Work Remotely: No Work Location: One location Job Description and Responsibilities - Pet Host GUIDING PRINCIPLES 1. We love pets and want to take the best possible care of them. 2. We appreciate our pet owners. We always want them to be treated with respect and greeted with a friendly voice. 3. We do not get a second chance to make a great first impression. We want all of our first impressions to be great ones. 4. We are all a part of the PETSuites team. We are only as strong as our weakest link. We succeed together. 5. Our goal is to deliver customer service that will become legendary. Our standard is rave revues. The role of PET HOST involves managerial support as well as customer service and Pet Pro support. The PET HOST will assume responsibility for the care and welfare of the guests in our facility when directed by the General and Resort Managers. The PET HOST will also assume responsibility for staff when directed by the General and Resort Managers. The PET HOST must by example by demonstrating dependability, initiative, and excellent decision-making skills. Organization, attention to detail and follow up skills is critical. The PET HOST must be able to take direction well and communicate to Resort Manager as well as all other employees in a positive, effective manner. It is essential that the PET HOST understands and employs the PETSuites philosophy of customer and guest care in all actions. PET RESPONSIBILITIES In capacity of Pet Pro or Pet Pro support role: Ensure that each guest is treated with respect and dignity Ensure that all guest are receiving appropriate amounts of food and water Maintain a sanitary and healthy environment by following PETSuites standards of cleaning and disinfecting rooms Monitor guests' health by daily charting of eating and elimination habits Monitor guests' reaction to playtimes and general demeanor by charting playtime interactions Follow all PETSuites standards of safety with regards to handling guests, particularly aggressive guests and escape artists Pay specific attention to kennel tags, (Meds Person to Feed, Aggressive, Separate for Feeding, etc.) Immediately alert front staff and resort manager when a guest is ill or exhibiting odd behavior - follow-up by filling out illness form and turning it in to the front staff Launder guests' sheepskin, towels, etc., as necessary Transport pet to the vet as needed CUSTOMER RESPONSIBILITIES In capacity of Pet Host or Pet Host support role: Provide impeccable customer service. Ensure that each customer is treated with respect and dignity Develop and maintain strong relationships with customers Proactively manage waitlists on weekends/peak season/holidays and ensures that rooms are utilized to maximum capacity Act as liaison between veterinarian and customer/emergency contact, keeping all parties informed of ongoing problems when necessary Help initiate "white glove" treatment to our best customers, ie. Call best customers well before peak seasons to secure reservations before we are "sold out" Respond promptly and troubleshoots any customer relations issues, keeping in mind both the managers' and PETSuites philosophy. Promptly address any uncomfortable situations with customers Along with resort manager, develop strategies for dealing with difficult customer relation issues. PROPERTY AND INVENTORY MANAGEMENT PET HOST will focus on property and inventory management. Duties include: Ensure facility meets or exceeds PETSuites expectations with regards to cleanliness and safety Ensure that the property is maintained (lawncare, snow removal, tree maintenance) Ordering when levels of inventory are low in the following areas: Pet foods Cleaning products for kenneling and lobby areas and office supplies Ensure all common areas in the kenneling area and the lobby are clean and free from hazards ie: wet floors, defecant, etc. Alert managers of any safety or operational issues ie: broken guillotine doors, burnt-out lights, not enough salt for snowy areas, etc. Communicate important notices, meetings, etc. through verbal and/or written communication. PHYSICAL REQUIREMENTS: Must be able to work under conditions that require sitting, standing, walking, bending, reaching, pulling, pushing and grasping. Talking and hearing to effectively convey information and understand instructions. Ability to communicate effectively with other staff members. REPORTS TO: General Manager This statement sets forth the basic tasks and duties of the job, but is not intended to provide a detailed description of all functions that may be required to perform the job satisfactorily. Job Types: Full-time, Part-time Job Types: Full-time, Part-time Pay: $11.00 - $13.00 per hour Benefits: 401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Life insurance Paid time off Vision insurance Schedule: 8 hour shift Day shift Evening shift Holidays Monday to Friday Night shift Overtime Weekend availability Supplemental Pay: Bonus pay Work Location: One location Work Remotely: No Work Location: One location