Job Description
Job Description
Must Love Pawz (MLP) is a locally owned pet boarding, daycare, training, and pet sitting business, located in Latham, NY. Part of our mission is to make the pets (dogs and cats) feel at home while in our care. We need every pet to have a fantastic experience in our clean, safe, and fun environment and that takes a team that is caring, knowledgeable, flexible, and willing to put in extra effort every day.
As a Manager, you will perform administrative and leadership responsibilities including training and development of team members, managing both the front-end (client-facing) and back-end (pet handling), monitoring and improving business operations, and analyzing and ensuring growth, all while maintaining our high quality care and exceptional client service. This is a hands-on management position entailing significant interactions with and handling of all animals within the facility, so the candidate must be able to multi-task and perform best in a fast-paced, physical environment. Candidates must have strong leadership skills, the ability to maintain company standards and culture, lead by example, be a true self-starter, reliable, punctual, and detail oriented.
The dogs and their needs do not take a day off. We are here 365 days a year. Therefore, your availability must be 24/7/365 but your schedule will primarily be between 5:30am - 10:30pm seven days a week, to include weekends and holidays.
Additional Requirements
- Prior experience in a fast-paced customer service environment. Experience in a pet facility or pet care environment is preferred.
- Strong computer skills, specifically knowledge of Microsoft suite - Excel, Word, Outlook, OneDrive - and the ability to learn new software.
- Must be flexible with scheduling and available weekends and holidays.
- Able to make decisions, oversee team responsibilities, and achieve results.
- Professional demeanor and appearance, with excellent interpersonal skills and a friendly, positive attitude.
- Excellent oral and written communication skills.
- Ability to multitask during a shift and remain flexible with assigned duties.
- Ability to lift ~70 pounds and capable of standing for long periods of time and working in all types of weather.
Responsibilities include (but are not limited to):
- Run a smooth daily operation with the goal of always improving the client and pet experience and ensuring the health, safety, and happiness of the pets in our care.
- Maintain positive client relations, handle all client communications timely and effectively, and monitor client satisfaction. Track the new client process and follow-up with former clients as appropriate.
- Leadership of the team, promote healthy communication, and manage in a positive manner while holding the team accountable to our high expectations.
- Evaluate and appraise team and/or address disciplinary actions timely and appropriately.
- Train new team members and provide on-going training and development to the existing team.
- Create team schedules and monitor staffing levels; cover callouts and breaks as needed.
- Ensure office efficiency to include checking guests in and out, verify feeding and medication, and be available to aid in prompt and professional service, especially during high volume periods.
- Handle client database and online reservation system in coordination with the office team: manage requests, bookings, accommodations, transfers, pet records, etc.
- Oversee daily cleaning and sanitizing of the facility, including all pet areas, lobby, and office.
- Track inventory levels and organization.
- Maintain consistent social media presence with quality photos which encompass fun and excitement, with the added bonus of birthday shout outs!
- Manager will need to, under certain circumstances, be available to perform all facility duties.