Pooch Hotel Pet Host Customer Service Supervisor

Pooch Hotel Pet Host Customer Service Supervisor

The Customer Service Supervisor is a leader and an integral member of the Resort leadership team. The CSS reports to the Resort Manager and General Manager. The primary responsibility of this role is to own the pet care experience and ensure our service model is being executed at all times by creating a culture that both WOWS and DELIGHTS the pet and their parent. The CSS is responsible to gather and analyze factual information in order to make sound judgment calls. Following all service failures, it's the responsibility of this role to work cross-functionally with the General Manager, Resort Manager, and field operations leaders to identify the root cause, resolve the issue, and implement action plans for future success. This role directly leads the efforts of our Kennel, Day Care, Grooming, Dog Training, and Maintenance teams.

Job Duties and Responsibilities :

Leadership and Planning

• Works cohesively with the General Manager, Resort Manager, and field leadership team to establish, set and execute goals within their department.
• Responsive, respectful and able to get others onboard with own actions. Able to see the big picture.
• Projects a professional image to resort team, clients, support center team and other supervisors. Dress / Demeanor / Language.
• Acts as a champion for change and adapts to evolving work environments, work priorities and organizational needs.
• Fosters a culture of positivity & flexibility within the resort team.
• Exhibits our Servant Leadership Attributes : Candid, Passionate, Empowers Others, Caring, Serves Others, Fair.
• Works in tangent with the Resort Manager and General Manager to keep employees accountable for their performance, actions and creating a culture of accountability within the resort.
• Works cross-functionally with the Resort Manager to ensure consistency in excellence within the client and pet care journey.

Operations

People Management

Client Service / Pet Care

Financial

Qualifications : Knowledge, Skills, and Abilities :

Knowledge

Skills

Abilities

Work Environment :

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Qualifications : Education / Experience :

Equal Employment Opportunity :

It is the policy of the company to afford equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, non-disqualifying disability, genetic information or status as a covered veteran in accordance with applicable state and local laws governing non-discrimination in employment.