Shift Leader
Core Competences:
- Consistent and timely attendance
- Completion of all required E-learning platforms
- Safety is always number 1!
Qualifications:
- Must love dogs
- Ability to spend up to 100% of work time standing
- Ability to work flexible days and hours, including holidays and weekends
- Ability to work cohesively with others in a fun, fast paced environment
- Strong customer service skills
Personal Characteristics:
- Detail Oriented
- Quick thinker
- Emotionally intelligent
- Outgoing, enthusiastic by nature
- Fun-loving
- Strong Multitasker
- Excellent communicator
Shift leaders must meet the following requirements, demonstrate symbolic leadership as well as outstanding customer service both internally and externally. Responsibilities include but are not limited to:
- POS System and Front Desk Administration
- Proficient in PetExec software (training to be provided)
- Enter new Pet Parent information in PetExec at the time of the M&G.
- Keep all vaccinations and updates to pet parent information uploaded and maintained in PetExec then scanned to Dropbox
- Monitors email inbox and Dogtopia app requests from existing Pet Parents, processes as needed
- Any requests from potential Pet Parents are passed on to PPRC.
- Checking in and out of daycare and boarding dogs.
- Ensuring daycare passes are tracking correctly in PetExec and making corrections, adjustments as needed.
- Checking in a boarding dog, confirming out date and pick up time, spa services, emergency contact, feeding instructions, any medications required, noting every belonging brought and labeling everything accordingly.
- Ensure Body Checks are completed for each dog upon boarding check-in
- Ensure dogs are taken to the appropriate playroom based on size and temperament. Ensure Canine Coaches are aware of behavioral advisories of dogs (ie red collar, CAD, etc.)
- Ensure spa list is up to date for upcoming boarding departures as well as services for daycare dogs.
- Prepare lunches, feedings, medications and special needs lists based on parent’s requests. Maintain all updates to lists in PetExec.
- Accurately update and maintain all operations logs (daily activity, feeding and medication report, picture lists, revenue tracking, etc.). Ensure updates are completed in PetExec.
- Use Digital Orange Book to record accurately health and behavioral notes and communicate those with both shifts; these updates will transfer to PetExec.
- Make copies, receive and send faxes as well as monitor confidential information that may be received through phone calls, faxes or in person
- Answers the multi-line phone system, transfers calls, takes messages and communicates messages in a timely manner. Handles calls from existing Pet Parents. Transfers call from potential Pet Parents to PPRC.
- Monitors email inbox and Dogtopia app requests from existing Pet Parents, processes as needed
- Any requests from potential Pet Parents are passed on to PPRC.
- Completing payment transactions both cash and credit
- Conducts evening closing procedures including transaction totals and balancing the cash drawer
Self and Team Management
- Create effective daily room schedule
- Utilize the New Evaluation Guide, ensure that those performing Meet and Greets are following required steps.
- Maintains confidentiality in Dogtopia practices and all aspects of the business
- Oversee Checklist Maintenance for “back of the house” to include cleaning lists, CADs, binder are all up to date.
- Lead pre-shift huddle/establish “themes” for huddles (focusing on safety, training, cleaning, etc.)
- Monitor Playroom Managers- ensure PMs are overseeing Canine Coach room activities (door control, collar desensitization, etc.)
- Utilizes training opportunities for the team such as dog injuries, billing issues, or customer complaints
- Actively communicates team developmental needs and issues with Assistant Manager, Manager, Owner and the entire management team regularly to ensure growth
- Proven ability to offer verbal and written feedback to team members to hold accountability to standards
- ENJOY your team! GROW your team! And PLAY to your fullest potential
- Clean and Safe Environment -to ensure our furry friends are always in a safe and clean environment we take pride in working as a team to get all the nitty gritty complete
- Ensuring that the flow of laundry continues throughout shift: smocks, towels, leashes, collars, mop heads
- Keep front desk area neat and clean. No eating at desk. Ensure Lobby is tidy and welcoming.
- Being proactive in making sure dogs are always in a CLEAN and SAFE environment
- Health and Grooming
- Identification of dog breeds associated behaviors, as well as understanding of specific behaviors to assist Canine Coaches in playroom management
- React to dog scuffles immediately; inspect involved dogs for injury; review activity and clip incident on Nest camera; review with Canine Coaches involved and provide feedback; ensure Canine Coach gets a break to re-group; call Pet Parent if any injuries occur; provide first aid to any dog with injury
- Work with team to assure our Quality of Care sets the standards for dog care
- Customer Service & Presentation
- Greets all customers promptly and in a friendly and welcoming manner.
- Ability to work cohesively with their team in a respectful and professional manner
- Thorough understanding of pricing and services
- Strive for high customer review ratings
- Place calls to pet parents prior to pick-up to notify of any injuries, behavioral issues, etc.
- Ensure discussions are also performed at pick-up with pet parents. Utilize “red card” as reminder to have discussion with Pet Parent
- Utilize the 3 S system consistently with customers SMILE, STORY, SATISFACTION to set the example for the team
The Rules by which we, as DOGTOPIANS live by are:
We LOVE life unconditionally like a dog.
We STAY loyal to our pack.
We CHASE the absolute highest standards of safety
We PLAY to our fullest potential.
We TREAT every day like It’s the Most Exciting Day Ever!
As part of the management team, it is expected that shift leaders may be assigned special projects, duties and responsibilities in addition to the above list to develop further growth towards management positions. Out of store events may be one of those extra activities.