Front Desk Coordinator

Position Overview

The Front Desk Coordinator serves as the first point of contact for Dogtopia pet parents and plays a key role in delivering an exceptional customer experience. This position manages the front desk operations, coordinates dog check-in and check-out, supports enrollment and membership programs, and ensures smooth daily communication between pet parents and the daycare team.

The ideal candidate is organized, customer-focused, and comfortable working in a fast-paced environment while maintaining a welcoming and professional atmosphere.

Key Responsibilities

Customer Experience

• Greet pet parents and their dogs with a friendly and welcoming attitude.
• Manage the check-in and check-out process efficiently.
• Ensure accurate handling of customer accounts and reservations.
• Address pet parent questions and concerns professionally.
• Deliver Dogtopia’s “3 S’s” customer service philosophy: Smile, Story, and Satisfaction.

Scheduling & Reservations

• Manage daycare, boarding, and grooming reservations through the scheduling system.
• Verify dog vaccination records and enrollment status.
• Maintain accurate customer and dog profiles in the system.
• Coordinate with playroom staff to ensure smooth dog transitions.

Sales & Enrollment Support

• Promote and explain daycare packages, memberships, and services to pet parents.
• Assist with new customer onboarding and enrollment processes.
• Support sales goals by recommending services that meet pet parent needs.
• Help maintain strong customer retention through positive engagement.

Administrative Support

• Process payments and maintain accurate transaction records.
• Maintain organized customer records and documentation.
• Support daily reporting and front desk operational tasks.
• Assist management with administrative projects as needed.

Communication & Team Coordination

• Communicate clearly with Canine Coaches and management regarding dog arrivals, departures, and special instructions.
• Assist with coordinating dog movement between the lobby and playrooms.
• Maintain clear and professional communication with both team members and pet parents.

Qualifications

• Strong passion for dogs and customer service.
• Previous experience in customer service, retail, hospitality, or pet care preferred.
• Excellent interpersonal and communication skills.
• Strong organizational and multitasking abilities.
• Comfortable using scheduling software and point-of-sale systems.
• Ability to remain calm and professional during busy periods.

Physical Requirements

• Ability to stand for extended periods of time.
• Ability to lift up to 30 pounds when necessary.
• Comfortable working in a busy environment with dogs and pet parents.
• Ability to move quickly and safely between the front desk and playroom areas.

Work Environment

• Fast-paced dog daycare environment
• Frequent interaction with dogs and pet parents
• Indoor facility with active lobby and operational areas
• Team-oriented workplace

Core Values

Front Desk Coordinators are expected to demonstrate:

• Exceptional customer service
• Professional communication
• Positive attitude and energy
• Attention to detail
• Team collaboration
• Commitment to Dogtopia brand standards