Guest Services Coordinator (NWOKC)

Puppy Paws Hotel & Spa•Oklahoma City, OK

7d•$16 - $18•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 departments including Hotel Operations, Spa, and Academy, and a commitment to Puppy Paws service standards and core values. The coordinator promotes Puppy Paws services to current and prospective clients, supports client inquiries and bookings, oversees client communications and invoicing, and ensures excellent customer service. The position also coordinates team productivity, training, checklists, SOP compliance, employee updates and feedback, supplies, lobby cleanliness, incident reporting, deposits, and department notes. Work hours are typically 8:00 AM–4:30 PM Monday through Friday, with evenings as needed, weekend rotations, and required holidays. On-call weekend rotations and off-site special events are part of the role.

Requirements

Previous experience in customer service, sales, or a related field is 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 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.
Proficiency with computers and basic office software, such as Microsoft Office and booking systems.
Ability to provide excellent customer service.
Comfort and confidence with dogs of all sizes and breeds.
Understanding of Guest Service Standard Operating Procedures and ability to operate according to Puppy Paws Service Standards.
Willingness to learn and actively develop knowledge and skills through continued education.
Experience working in a team-oriented environment and ability to collaborate to achieve sales goals and improve customer experience.
Attention to detail, ability to follow instructions, and a good memory.
Ability to lift up to 50 pounds.
Ability to help create and maintain a positive culture and work environment, cooperate with all departments, and communicate clearly and consistently.
Working knowledge of all department positions and commitment to upholding Puppy Paws Core Values.
Ability to monitor client communications, give facility tours, assist with pick-up and deliveries, and work off-site special events.
Ability to perform all listed job duties reliably.
Availability to work flexible hours, including evenings as needed, weekends, and holidays.

Nice To Haves

Previous experience in customer service, sales, or a related field.
Basic understanding of dog care and behavior.

Responsibilities

Promote boarding, grooming, daycare, training, and other Puppy Paws services to prospective and current clients.
Conduct facility tours and assist with pick-up and delivery services.
Respond to inquiries and convert leads into bookings.
Monitor client communications and ensure messaging follows Puppy Paws standards, including ensuring SMS clients receive a picture and a message.
Follow up with new clients to confirm services are booked and expectations are met.
Provide HR updates about employee issues or concerns, call-ins, tardiness, and related matters.
Ensure team checklists are relevant and understood, and that employees complete assigned checklists.
Ensure team members understand and follow required standard operating procedures (SOPs).
Manage team member productivity.
Maintain incident reports according to SOPs.
Handle client complaints and escalate them to management as needed.
Ensure Reception team employees uphold Puppy Paws customer-service standards.
Keep the supply list updated and purchase monthly supplies within budget.
Facilitate cleanliness of the lobby and front yard.
Verify and follow up on client registrations and communications.
Monitor client invoicing for accuracy.
Train new employees.
Handle team call-ins Monday through Friday and participate in on-call weekend rotations.
Support employee appreciation, course corrections, and reviews as needed.
Update daily notes for the department.
Attend weekly L10 meetings with the Campus Manager.
Complete the weekly deposit.
Work off-site special events as needed.
Communicate and collaborate with Campus Managers and all departments, including Hotel Operations, Spa, and Academy.