Guest Services & Reception Manager

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

Location: Duffys Forest, Sydney NSW
Position: Permanant (four days per week, inclusive of Saturdays)
Specialising in: Small & toy dog breeds (10kg and under) and cats
Setting: Peaceful 5-acre bushland property beside a National Park

About SmallPaws Pet Hotel Sydney

Love dogs, people and creating an exceptional customer experience?

SmallPaws Pet Hotel is a boutique, family-owned pet hotel set on five beautiful acres in Duffys Forest. We exclusively care for small and toy-breed dogs and cats, and we’re looking for a warm, highly organised and confident Guest Services & Front of House Manager to become a key part of our team.

This isn’t a typical reception role. You’ll be the friendly face of SmallPaws, building relationships with our wonderful clients, coordinating bookings and arrivals, supporting the day-to-day running of reception and helping ensure every guest and owner receives the exceptional experience we’re known for.

For over 34+ years, SmallPaws Pet Hotel has been a trusted boutique pet care destination for small dogs and cats in Sydney.

We are a family-owned, long-established business dedicated to providing a safe, loving and enriching “home away from home” for every guest in our care.

If you enjoy working with people as much as animals, and thrive in a busy environment where no two days are quite the same, we’d love to hear from you.

About the Role

You’ll be an important link between our Guest's Owners and our small Animal care team.

You’ll help ensure Reception runs smoothly, bookings and guest information are accurate, our team is well informed, and every pet parent receives warm and professional service.

This is not purely a desk-based reception role. You will also work hands-on with our small dog and cat guests.

You will report to the Boutique Managers and will need to be comfortable taking responsibility, prioritising tasks, delegating to Animal Attendants and helping the day run smoothly.

Reception & Management 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

Why You’ll Love Working at SmallPaws

We believe that exceptional animal care starts with a team that feels supported and valued.

We offer:

• Permanent Part-time, four-day week position, with either of the two following weekly roster to choose from;
• Monday, Thursday, Friday & Saturday OR Wednesday, Thursday, Friday & Saturday (no night shifts!)
• Above-industry-standard remuneration package
• accrual of annual and personal leave
• Annual bonus incentive
• Potential growth into Pet Hotel Management
• Paid lunch breaks
• Weekend and public holiday penalty rates
• Ongoing training and career development

Is This You?

You’ll be comfortable taking ownership of reception rather than waiting to be told what to do, and you’ll genuinely enjoy getting to know our clients and their pets.

Experience in customer service, reception, hospitality, veterinary practice, pet care or a premium service environment would be highly regarded. Previous animal-industry experience isn’t essential — finding the right person for our team is more important.