Reservation Specialist for Leading West Loop Pet Resort

Pet Care Plus

Chicago, IL, USA

Published: 6/14/2022

Full Time

Job Description

Job Title: Reservation Specialist

Reports to: Front Desk Manager

Department: Front Desk

PLEASE NOTE: You will receive an assessment that must be completed as part of the application process. Only applications with a completed Predictive Index assessment will be considered.

Summary: The Reservation Specialist is responsible for client reservations and files, as well as promoting our company’s services and activities on the phone and in person in a positive and upbeat manner.

The following is a list of major duties and responsibilities for this position along with certain supportive duties to ensure that our guests are Safe, Happy, & Healthy. This list is not all-inclusive. Other duties and responsibilities may be added as needed.

RESPONSIBILITIES AND DUTIES:

Inbound Calls

Professionally and enthusiastically answer inbound calls from prospective and returning customers
Consistently and conversationally read and deliver provided sales scripts and objection responses
Collect complete client file from first time callers for all services prior to providing price and availability
Positively promote and upsell appropriate services including pet activities, grooming/bathing, dog training and other addons
Exceed minimum performance benchmarks including new customer conversion, activity sales and grooming/bathing add-ons

Outbound Calls

Complete the following outbound calls as requested by management
- Confirmation calls
- Welcome back calls
- Vaccination verification calls
- Event follow up calls
- Call on unclosed leads for all departments.

Tours

Deliver facility tours upon request using approved tour path and verbiage

Tracking

Enter accurate and complete sales data into OPC Admin Suite and other tracking sheets as requested by management
Complete and deliver accurate End of Day reconciliation email daily

Check-in/Check-out

Check-in and check-out customers using approved procedures
Enter and verify accurate and complete pet information into computer systems—paying special attention to pet feeding and medication instructions
Representing Pet Care Plus and ensuring a ‘5-Star Experience’ for all customers
Resolve dog and client issues in a positive, professional manner. Escalate to managers as needed.

Other

Keep lobby area and bathrooms neat, clean, and vibrant
Take and send approved photos
Complete individual playtimes and potty walks as requested
Participate in and lead community events

POSITION QUALIFICATIONS

Competency Statement(s)

Flexibility – Flexibility to work early hours, late hours, holidays, and weekends.

Personality – Ability to exhibit a positive, outgoing, enthusiastic, and cheerful demeanor towards others.

Tenacious – Ability to hold steadfast and complete a goal.

Responsible – Ability to be held accountable or answerable for one’s conduct.

Communication – Effective written and verbal communication skills required as well as accurate record-keeping skills.

Education/Experience:

Previous experience in a sales and customer service role preferred

Computer Skills:

Exceptional technical skills including mastery of Gingr
Ability to enter customer information into computer system while on the phone
Functional use of multi-line phone system
Able to effectively navigate voicemail systems

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Completeness

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by Supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.