Front of House Manager

Lehigh Valley Humane Society; Allentown (Lehigh County); On-site; USD 42,000 - 68,000; Full time

Job summary

Lehigh Valley Humane Society is seeking a Front of House Manager to oversee daily front desk and adoption operations. You will supervise staff, ensure exceptional customer service, and maintain efficient workflows that support responsible adoptions.

The role collaborates with veterinary, behavior, and care teams to ensure accurate records and compliant procedures. Evening/weekend shifts may be required to meet shelter needs.

Qualifications

• Experience in customer service or administration is required.
• Supervisory or leadership experience preferred.
• Strong communication and organizational skills essential.
• Familiarity with shelter management software is a plus.

Responsibilities

• Oversee daily front desk and adoption operations to ensure efficient workflows and appropriate staffing.
• Supervise, train, and support front desk and adoption staff; coordinate schedules.
• Oversee the adoption process to ensure applications, introductions, payments, and records are accurate.
• Handle front desk interactions and respond to inquiries professionally; address complaints.
• Report departmental needs and opportunities for improvement to leadership.

Skills

Customer service

Staff supervision

Administration

Communication

Problem-solving

Technical skills

Shelter operations

Tools

Shelterluv

Job description

The Front of House Manager oversees the daily operations of the front desk and adoptions departments at the Lehigh Valley Humane Society. This position is responsible for supervising staff, ensuring excellent customer service, maintaining efficient workflows, and ensuring adoption procedures are followed consistently. The Front of House Manager works collaboratively with other departments to support responsible adoptions, positive public interactions, and the overall mission of LVHS.

Essential Duties and Responsibilities

Departmental Operations

• Oversee daily front desk and adoption operations to ensure efficient workflows and appropriate staffing.
• Establish and maintain departmental procedures, standards, and expectations.
• Ensure the front desk and public-facing areas remain organized, professional, and welcoming.
• Identify opportunities to improve departmental efficiency and customer service.

Staff Supervision

• Supervise, train, and support front desk and adoption staff.
• Coordinate staff schedules and ensure appropriate departmental coverage.
• Monitor employee performance, provide coaching, and address routine performance concerns.
• Promote accountability, teamwork, and professional communication.
• Escalate significant personnel concerns to the Director of Operations.

Adoptions

• Oversee the adoption process to ensure applications, animal introductions, agreements, payments, and records are completed accurately.
• Ensure staff provide prospective adopters with accurate information about animals and adoption requirements.
• Support responsible placement decisions that prioritize animal welfare and successful adoptions.
• Monitor adoption activity and identify opportunities to improve outcomes.
• Coordinate with animal care, medical, and behavior teams regarding animal availability and adoption-related concerns.

Customer Service and Administration

• Oversee front desk interactions, including visitor check-in, phone calls, emails, and general inquiries.
• Address customer complaints and escalated concerns professionally.
• Ensure accurate recordkeeping and appropriate use of shelter management software, including Shelterluv.
• Ensure compliance with organizational policies, confidentiality requirements, and established financial procedures.
• Maintain effective communication with other departments and organizational leadership.

Additional Responsibilities

• Report departmental needs, operational concerns, and performance updates to the Director of Operations.
• Recommend improvements to departmental procedures and staff training.
• Support organizational initiatives and perform other duties as assigned.

Qualifications

• Previous experience in customer service, administration, animal welfare, or a related field.
• Supervisory or leadership experience preferred.
• Strong communication, organizational, and problem-solving skills.
• Ability to manage competing priorities and address customer concerns professionally.
• Proficiency with computers and administrative systems.
• Commitment to the mission and values of the Lehigh Valley Humane Society.
• Animal shelter or adoption experience preferred.

Supervisory Authority

The Front of House Manager is responsible for daily staff direction, workflow management, training, coaching, and routine operational decisions. Significant disciplinary actions, termination decisions, policy exceptions, and major staffing changes must be reviewed with or approved by the Director of Operations.

This position operates in a busy animal shelter environment and requires regular interaction with staff, visitors, adopters, and animals. Evening, weekend, and holiday availability may be required based on operational needs.