Guest Services Coordinator (NWOKC)

Puppy Paws Hotel & Spa•Edmond, OK

6d•Onsite

About The Position

The Guest Services Coordinator works under the guidance of the Assistant Campus Manager at the NW OKC campus and coordinates and guides the Guest Services team, overseeing all aspects of the team. The role requires integrity, a strong work ethic, clear and consistent communication with campus managers and all departments, and a commitment to Puppy Paws' service standards and core values. The coordinator promotes services such as boarding, grooming, daycare, and training; supports client communications and bookings; maintains team performance and operational standards; and helps provide an excellent customer experience. Typical hours are 8:00 AM–4:30 PM Monday through Friday, with evenings as needed, weekend rotations, and holidays required. Puppy Paws lobby hours are 7:00 AM–7:00 PM Monday through Friday and 8:00–10:00 AM and 4:00–7:00 PM on Saturdays, Sundays, and holidays.

Requirements

Maintain excellent customer service.
Be comfortable and confident with dogs of all sizes and breeds.
Have a full understanding of Guest Services Standard Operating Procedures and operate within Puppy Paws Service Standards.
Be teachable and actively develop knowledge and skills through continued education.
Have experience working in a team-oriented environment and collaborate effectively to achieve sales goals and enhance customer experience.
Demonstrate attention to detail, ability to follow instructions, and a good memory.
Be able to lift up to 50 pounds.
Help create and maintain a positive culture and work environment.
Exhibit cooperation and teamwork with all departments and maintain a working knowledge of all department positions.
Uphold Puppy Paws Core Values.
Be available to work flexible hours, including evenings as needed, weekends, holidays, and weekend rotations.
Have strong communication and interpersonal skills.
Be able to multitask in a fast-paced environment.
Be proficient with computers and basic office software, such as Microsoft Office and booking systems.

Nice To Haves

Previous experience in customer service, sales, or a related field.
A passion for animals, especially dogs, with a basic understanding of dog care and behavior.
A strong understanding of sales principles and techniques, including upselling, cross-selling, and consultative selling.
Ability to identify customer needs and recommend appropriate services.

Responsibilities

Promote Puppy Paws services, including boarding, grooming, daycare, and training, to prospective and current clients.
Conduct facility tours and assist with pick-up and delivery services as needed.
Respond to inquiries and convert leads into bookings.
Monitor client communications to ensure they meet Puppy Paws standards, including ensuring SMS clients receive a picture and message.
Follow up with new clients to confirm services are booked and expectations are met.
Ensure reception employees uphold Puppy Paws customer service standards.
Ensure team members understand and complete relevant checklists and required Standard Operating Procedures.
Manage team-member productivity and handle team call-ins during the workweek and on-call weekend rotations.
Communicate employee issues and concerns, call-ins, and tardiness to HR.
Maintain incident reports according to SOPs and handle client complaints, escalating to management as needed.
Keep supply lists current and purchase monthly supplies within budget.
Facilitate cleanliness of the lobby and front yard.
Verify and follow up on client registrations and communications, and monitor client invoicing for accuracy.
Train new employees and handle employee appreciation, course corrections, and reviews as needed.
Update daily departmental notes and attend weekly L10 meetings with the Campus Manager.
Complete weekly deposits.
Work off-site special events as needed.
Maintain clear, consistent communication and cooperation with campus managers and all departments.