Boutique Pet Hotel Guest Experience Lead

SmallPaws Pet Hotel; Sydney; On-site; AUD 52,000 - 68,000; Part time

Benefits offered by this job

Permanent part-time four-day week

Above-industry-standard remuneration

Annual and personal leave accrual

Annual bonus incentive

Growth into Pet Hotel Management

Paid lunch breaks

Weekend & public holiday penalty rates

Ongoing training & career development

Job summary

SmallPaws Pet Hotel in Duffys Forest, Sydney NSW, is seeking a warm, highly organised Guest Services & Front of House Manager. You will bridge between guests' owners and the animal care team, coordinating bookings and ensuring a top-tier experience across reception and hands-on pet care.

This is a permanent part-time role (four days per week) with weekend involvement and no night shifts. Competitive pay, annual/personal leave accrual, and career development opportunities are offered.

Qualifications

• Experience in customer service, reception, hospitality, veterinary practice, or a premium service environment.

Responsibilities

• Welcome dogs, cats and their families during arrivals and departures.
• Accurately record all relevant guest information in our booking system.
• Provide warm, professional customer service by phone, email and in person.
• Respond to enquiries regarding services, availability, bookings and guest care.
• Manage bookings and maintain accurate guest and customer profiles.
• Complete thorough check-in and check-out procedures.
• Review feeding instructions, medications, health information and special care requirements.
• Communicate clearly with the animal care team regarding each guest’s needs, routine and personality.
• Assist with daily planning, guest lists and reception operations.
• Delegate appropriate tasks to Animal Attendants and help coordinate the team.
• Maintain a calm, organized and welcoming front-of-house environment.
• Identify issues early and communicate effectively with management.

Skills

Customer service

Reception

Hospitality

Communication

Team coordination

Tools

Booking system

Front desk operations

Job description

SmallPaws Pet Hotel in Duffys Forest, Sydney NSW, is seeking a warm, highly organised Guest Services & Front of House Manager. You will bridge between guests' owners and the animal care team, coordinating bookings and ensuring a top-tier experience across reception and hands-on pet care.

This is a permanent part-time role (four days per week) with weekend involvement and no night shifts. Competitive pay, annual/personal leave accrual, and career development opportunities are offered.