Guest Services Coordinator (NWOKC)

Puppy Paws Hotel & Spa; Edmond (OK); On-site; USD 17,000 - 25,000; Full time

Job summary

Puppy Paws Hotel & Spa in Edmond, OK is seeking a Guest Service Coordinator to lead the Guest Services team under the Asst. Campus Manager.

You will coordinate daily operations across Hotel Operations, Spa and Academy, ensuring clear communication with Campus Managers and all departments. The role requires excellent customer service, a love of dogs, and ability to manage multiple tasks, schedules, tours, pickups and deliveries, while upholding Puppy Paws standards.

Qualifications

• Previous experience in customer service, sales, or a related field preferred.
• Passion for animals, especially dogs.
• Strong communication and interpersonal skills.
• Ability to multitask in a fast-paced environment.
• Proficient with basic office software and booking systems.

Responsibilities

• Promote Puppy Paws services to clients.
• Conduct facility tours and assist with pickups and deliveries.
• Respond to inquiries and convert leads into bookings.
• Monitor client communications and ensure alignment with standards.
• Train and supervise reception staff, ensuring SOPs are followed.
• Maintain lobby cleanliness and update daily notes.

Skills

Customer service

Sales skills

Communication

Teamwork

Multitasking

Tools

Microsoft Office

Booking systems

Job description

The Guest Service Coordinator works directly under the guidance of the Asst. Campus Manager at our NW OKC campus in coordinating and guiding the Guest Services team. The position will oversee all aspects of the Guest Services team. Demonstrate a high level of integrity and work ethic. Work to continually have clear, consistent communication with Campus Managers and all departments: Hotel Operations, Spa and Academy.

Puppy Paws Lobby Hours:

7:00 AM – 7:00 PM Monday-Friday

8:00 AM – 10:00 AM & 4:00 PM Saturday & Sunday and Holidays

Typical Working Hours: 8:00 AM - 4:30 PM Monday-Friday

Evenings as Needed
Weekend Rotations
Holidays Required

Requirements:

• Maintain a level of EXCELLENT customer service.
• Comfortable and confident with all sizes and breeds of dogs.
• Have a full understanding of all the Guest Service Standard Operating Procedures.
• Understand and operate within the Puppy Paws Service Standards.
• Be teachable and actively growing your knowledge and skills through continued education.
• Experience working in a team-oriented environment. Ability to collaborate effectively with colleagues to achieve sales goals and enhance customer experience.
• Attention to detail and able to take instructions well and a good memory.
• Able to lift up to 50lbs.
• Creating and maintaining a positive culture and work environment.
• Exhibit cooperation and teamwork with ALL departments.
• Maintain clear, consistent communication with Campus Managers and all other departments.
• Have a working knowledge of ALL department positions.
• Uphold Puppy Paws Core Values.
• Monitor all forms of client communication to make sure they are being done according to Puppy Paws Standards.
• Give tours of the facility and help with Pick Up & Deliveries as needed.
• Work off-site special events.
• On-Call weekend rotations.
• Able to perform all the following job duties reliably.
• Availability to work flexible hours, including weekends and holidays

Job Duties:

• Promote Puppy Paws services (boarding, grooming, daycare, training, etc.) to prospective and current clients.
• Conduct facility tours and assist with pick-up and delivery services.
• Respond to inquiries and convert leads into bookings.
• Monitor client communications and ensure messaging aligns with Puppy Paws standards.
• Ensure all SMS clients receive a picture and a message.
• Follow-up with new clients to confirm services are booked and expectations are met.
• HR updates for employee issues or concerns, call ins, tardiness, etc..
• Ensure checklists are relevant and the team comprehends and does their assigned checklist.
• Ensure SOP comprehension, communicating with team that SOPs are REQUIRED.
• Manages productivity of team members .
• Maintains incident reports by following SOP.
• Handling of client complaints. Move to management as needed.
• Ensure that all Reception team employees uphold Puppy Paws Standard of customer service. EXCELLENCE!
• Keep supply list updated and purchase monthly supplies according to budget .
• Facilitates cleanliness of lobby, and front yard.
• Verify and follow-up on client registrations and communications.
• Monitor client invoicing for accuracy
• Training of new employees
• Handling of call ins for your team M-F
• On call Weekend Rotation
• Employee Appreciation
• Handling of course corrections and reviews as needed.
• Updating Daily notes for your department.
• Weekly L10 meetings with Campus Manager.
• Weekly Deposit

Qualifications:

• Previous experience in customer service, sales, or a related field preferred
• Passion for animals, especially dogs, with a basic understanding of dog care and behavior
• Strong understanding of sales principles and techniques, including upselling, cross-selling, and a consultative selling. Ability to identify customer needs and recommend appropriate services.
• Strong communication and interpersonal skills
• Ability to multitask and work in a fast-paced environment
• Proficient in using computers and basic office software (e.g., Microsoft Office, booking systems)
• Availability to work flexible hours, including weekends and holidays