Guest Services Representative

Puppy Paws Hotel & Spa•Oklahoma City, OK

About The Position

Puppy Paws Hotel and Spa is seeking a Guest Services Representative who is passionate about dogs and committed to providing excellent customer service and compassionate care. The role includes receptionist duties and doggie daycare attendant responsibilities, and employees must be willing to be cross-trained in multiple positions. The position supports Puppy Paws’ goals of promoting pet health and well-being, building relationships with clients and their dogs, and creating a safe, fun, and loving environment. As a receptionist, the representative provides professional, attentive customer service, communicates clearly, and helps clients with scheduling, information, instructions, invoices, and future appointments. The role also involves maintaining client and pet records, handling transactions, and using Paw Partner and standard office equipment. As a daycare attendant, the representative supervises and interacts with dogs in group play, follows dog-safety and playroom guidelines, and helps maintain a clean, positive environment. The position may also include facility tours, off-site events, and nanny concierge services such as pickups and deliveries. This is a part-time position. Weekend and holiday availability is required. Puppy Paws’ business hours are 7 a.m. to 7 p.m.

Requirements

Uphold Puppy Paws’ core values: LOVE, CARE, and EXCELLENCE.
Demonstrate reliability and a consistent work ethic.
Provide excellent customer service and communicate professionally.
Maintain a positive attitude with clients, pets, and teammates, and promote a positive culture.
Have organizational skills and critical-thinking ability.
Have strong verbal and written communication skills, good judgment, and the ability to manage stressful situations.
Show empathy toward clients and treat pets with compassion and respect.
Work independently on assigned tasks and accept direction on assignments.
Be available to work weekends and holidays, with open availability required for weekends.
Oversee and interact with dogs of all sizes in open group play with 15–20 dogs.
Have a high level of comfort and confidence with dogs.
Be able to lift up to 50 pounds.
Be able to stand and/or walk for extended periods.
Communicate clearly and consistently.
Have a passion for dogs and a gentle touch.

Nice To Haves

Customer service experience is preferred.

Responsibilities

Receive and place client calls to schedule appointments.
Prioritize multiple tasks calmly and in an organized manner.
Maintain accurate client and pet documentation, including referral documentation and received medical history.
Provide clients with necessary instructions, information, and invoices, and schedule future appointments.
Use Paw Partner computer systems to document and communicate with clients and teammates.
Use standard office and business equipment.
Maintain accurate client balances, collect transactions, follow cash and credit card handling procedures, and complete opening and closing procedures.
Give tours of the facility.
Work at off-site events.
Provide nanny concierge services, including pickups and deliveries.
Use a task list to manage duties.
Remain attentive to the dogs and ensure their experience is safe and positive.
Understand and follow Puppy Paws Service Standards, Dog Safety Guidelines, and playroom guidelines.
Maintain a clean work environment.
Follow Puppy Paws’ dress code.
Cooperate and work as a team with all departments while upholding Puppy Paws’ guidelines and core values.