Concierge

Downtown Dog Lounge LLC•Seattle, WA

18h•Onsite

About The Position

The Welcome Desk Concierge is responsible for providing an exceptional customer service experience and front-of-house operations that result in exceptional customer service and high-quality pet care. This role involves managing daily operations at the Welcome Desk, including check-ins, check-outs, scheduling, payments, answering phones, addressing customer inquiries, and promoting services and products. The Concierge also plays a key role in supporting the team by maintaining accurate records, assisting with pet care, and ensuring a clean and safe environment. Additionally, the position requires cross-training in other roles, including Dog Handler, and may involve mentoring new team members.

Requirements

Minimum of High School Diploma, GED, or equivalent
Prior Customer Service or Retail Experience - 1 plus years preferred
Must be 18 years of age to work independently in the dog parks
Demonstrate outstanding attention to detail, ownership, and follow-through
Able to multitask, successfully balancing professionalism with expediency
Ability to troubleshoot and implement solutions
Focus on customer retention and improving overall customer satisfaction
Exceptional communication skills; written and verbal
Goal-oriented
Attention to detail
Comfortable working in close proximity to dogs
Strong computer skills
Ability to lift 45 pounds
Ability to stand up for 8 hours
Must be flexible and will be expected to be available to work weekends, evenings, and during holidays

Responsibilities

Live out and be a positive advocate for Downtown Dog Lounge’s safety culture
Understand and uphold the Purpose and Core Values of the business in actions and words
Work the Welcome Desk: Check Ins, Check Outs, scheduling, payments, answer phones, answer questions, offer services and products, etc
Contacting customers via gingr for add ons
Daily clean of the front area
Develop and maintain in-depth knowledge of services and products offered
Provide exceptional customer service, developing strong relationships with dogs and people
Serve as the primary point of contact for client questions and concerns via phone and email
Ensure clients are charged correctly for all services and products
Attend daily recap meetings, as well as read and understand recap daily
Communicate and participate as part of the team
Uphold the DDL Purpose and Values, communicating clearly, openly, honestly, and kindly
Run dogs at check-in and check-out
Accurately process incoming personal items & boarding bags
Maintain up-to-date and accurate records: vaccination records, signed contracts, pertinent meal and medication information, pooch and parent profiles, payment cards on file, etc
Assist with the care of the Puppy Nursery and Senior Center pooches throughout the shift
Follow all safety guidelines and protocols
Cross-train for other positions within the company over time
Complete training as a Dog Handler and work as a Dog Handler in the parks approximately one day per week, maintaining confidence and proficiency in working professionally with dogs
Mentor new team members as assigned
Perform other daily tasks as assigned by the Pack Leader and supervisors
Attend periodic required trainings and All Team Meetings
Keep DDL sparkling clean: maintain housekeeping and visual standards for the retail area
Clean up after dogs
Perform additional cleaning and disinfection duties including, but not limited to, taking out the garbage, mopping, vacuuming, cleaning surfaces, laundry etc.