Pet Resort Guest Experience & Upsell Specialist

K9 Resorts Luxury Pet Hotel; Roxbury (NH); On-site; USD 2,066,000 - 3,031,000; Full time

Benefits offered by this job

401(k) with company participation

Paid time off

Flexible scheduling

Training & development programs

Employee discounts and perks

Job summary

K9 Resorts Luxury Pet Hotel is seeking a Customer Service Representative to deliver 5-Star service across phone, in-person, and email interactions. You will convert inquiries into reservations and enrollments, and confidently upsell services tailored to each pet.

Lead engaging tours, become a brand ambassador at events, and maintain top-tier care and guest experiences at our luxury resort. The role emphasizes pet care, teamwork, and a strong sales mindset.

Qualifications

• Passion for dogs and understanding of pet parent expectations.
• Strong sales mindset with confidence in closing and upselling services.
• Excellent communication and multitasking skills.
• Ability to thrive in a fast-paced, team-driven environment.
• Tech-friendly with POS systems, scheduling, MS Office.
• Weekend and holiday availability required.

Responsibilities

• Deliver 5-Star service at every interaction—phone, in-person, and email.
• Convert inquiries into reservations and tours into enrollments.
• Confidently recommend services, packages, and upgrades tailored to each pet.
• Lead engaging tours showcasing our luxury facility and standards.
• Serve as a brand ambassador at local events and community outreach.
• Check pets in/out and ensure accurate accommodations and care instructions.
• Document feeding, medications, and special instructions with precision.
• Assist with daycare, play sessions, and basic pet care tasks.
• Monitor pet health and behavior, escalating concerns immediately.
• Maintain cleanliness and sanitation standards throughout the resort.

Skills

Customer service

Sales

Communication

Teamwork

Tech aptitude

Tools

POS systems

Scheduling software

MS Office

Job description

K9 Resorts Luxury Pet Hotel is seeking a Customer Service Representative to deliver 5-Star service across phone, in-person, and email interactions. You will convert inquiries into reservations and enrollments, and confidently upsell services tailored to each pet.

Lead engaging tours, become a brand ambassador at events, and maintain top-tier care and guest experiences at our luxury resort. The role emphasizes pet care, teamwork, and a strong sales mindset.