Reservation Specialist | Customer Experience & Sales

Beds-N-Biscuits; Wheat Ridge (CO); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Telehealth

Dental insurance

Vision insurance

Performance bonus

Paid professional training

Ongoing performance coaching

Employee discounts on pet care

Paid time off

Free snacks and drinks

Job summary

Beds-N-Biscuits in Wheat Ridge, CO is seeking a Reservation Specialist to be the voice of our brand, helping pet parents choose services that best meet their dogs' needs. As the first point of contact, you will answer calls, follow up on inquiries, and recommend lodging, daycare, enrichment, training, and grooming options while documenting details accurately.

Starting pay is $20/hour plus tips and monthly bonus, with ongoing training and performance coaching to help you grow with us.

Qualifications

• Experience in sales, hospitality, customer service, reservations, or call center is preferred.
• Strong communication and relationship-building skills.
• Detail-oriented with ability to document conversations accurately.

Responsibilities

• Answer inbound calls from current and prospective clients.
• Return voicemails and follow up on emails/reservation requests.
• Explain value of services using scripts while tailoring to each dog.
• Ask questions to understand dog and family needs and recommend services.
• Process new reservations from start to finish and ensure accuracy.

Skills

Sales

Hospitality

Customer Service

Reservations

Call Center

Job description

LOVE DOGS AND LOVE PEOPLE? THIS MAY BE THE CAREER FOR YOU.

At Beds-N-Biscuits, our mission is simple: help dogs thrive.

For more than 24 years, pet parents throughout the Denver area have trusted our locally owned and operated team to provide exceptional care for their dogs. From daycare and lodging to enrichment, training, and grooming, everything we do is designed around the individual needs of each dog.

Now we're looking for an energetic, confident, and highly personable Reservation Specialist to join our team.

This isn't simply a job answering phones.

As a Reservation Specialist, you are often the first person a pet parent speaks with when deciding who they can trust to care for an important member of their family. Your job is to listen, ask great questions, build relationships, and confidently help pet parents choose the services and experiences that best meet their dog's needs.

You’ll also take care of our loyal clients by making reservations, answering questions, introducing them to services they may not know about, and creating the kind of experience that reminds them why they chose Beds-N-Biscuits.

If you're a strong communicator who enjoys connecting with people, takes pride in getting the details right, and is motivated by achieving goals, we'd love to meet you.

A DAY IN THE LIFE OF A RESERVATION SPECIALIST

As the "voice" of Beds-N-Biscuits and one of our brand ambassadors, you will:

• Answer inbound calls from current and prospective clients.


• Return voicemails and follow up on emails and online reservation requests.


• Use our proven phone scripts and your communication skills to build trust and explain the value of our services.


• Ask thoughtful questions and listen carefully to learn about each dog, their personality, routines, needs, and what matters most to their pet parent.


• Recommend lodging, daycare, enrichment, training, grooming, and other services based on what you learn.


• Process new reservations from start to finish.


• Help first-time pet parents feel comfortable and confident about trusting us with their dog.


• Handle client questions and concerns with patience, empathy, and professionalism.


• Introduce pet parents to additional services and experiences that can enhance their dog's visit and support their overall well-being.


• Accurately document the important details of every conversation.


• Follow established systems and processes so every client receives a consistent, professional experience.


• Work toward individual and team performance goals while receiving ongoing training and coaching to help you succeed.

WHO WILL BE SUCCESSFUL IN THIS ROLE?

Loving dogs is important, but this is first and foremost a customer experience and sales position.

We're looking for someone who:

• Is warm, outgoing, and comfortable talking with people throughout the day.


• Communicates clearly, confidently, and professionally.


• Is naturally curious and enjoys learning about people and their dogs.


• Enjoys helping pet parents make decisions that give them peace of mind.


• Is comfortable recommending and selling services that genuinely benefit the dog.


• Has strong attention to detail and takes accuracy seriously.


• Can talk with a client while simultaneously navigating software and documenting information.


• Is comfortable learning new technology and software.


• Thrives in a busy environment and can manage multiple priorities.


• Has a positive, solutions-focused attitude.


• Is dependable and takes ownership of their responsibilities.


• Is receptive to feedback, training, and coaching and genuinely wants to improve.


• Enjoys setting goals and being recognized and rewarded for strong performance.

Previous experience in sales, hospitality, customer service, reservations, or a call center is preferred, but we're willing to train the right person with exceptional communication skills and the right attitude.

COMPENSATION & BENEFITS

Starting Pay: $20/hour + Tips + Monthly Bonus

Benefits include:

• Telehealth, dental, and vision insurance


• Performance bonus


• Paid professional training


• Ongoing performance coaching


• Employee discounts on pet care


• Paid time off


• Free snacks and drinks


• The opportunity to work with an experienced team of pet care professionals

NOT YOUR TYPICAL PET CARE FACILITY

Beds-N-Biscuits has been locally owned and operated in Wheat Ridge for more than 24 years.

We're not simply providing a place for dogs to spend the day or stay overnight. Our goal is to help dogs thrive through play, enrichment, training, personalized attention, and expert care.

Our team takes the time to get to know our dogs and their families. Our services are designed to support each dog's happiness, health, behavior, and overall well-being while giving their pet parents something just as important: peace of mind.

Our Reservation Specialists are an important part of making that happen.

We invest in training, provide ongoing coaching, and expect our team members to take pride in creating an exceptional experience for every pet parent who contacts us.

THIS PROBABLY ISN'T THE JOB FOR YOU IF...

We want to be transparent about what it takes to be successful as a Reservation Specialist at Beds-N-Biscuits.

You don't like using a script.

We use a proven sales and communication process because it works for our pet parents, our team, and our business.

We don't expect you to sound scripted. In fact, quite the opposite.

We'll teach you how to use our scripts so conversations feel comfortable, confident, and completely natural. But you do need to be willing to learn and consistently use the process. Many of the questions we ask and details we cover are also important to the health, safety, and individualized care of every dog who visits us.

You prefer to do things "your own way" rather than trust the training and coaching.

We invest in professional training and ongoing coaching because we want you to be successful.

You don't have to arrive knowing exactly how to do this job. We will teach you.

What we do ask is that you come with an open mind, be receptive to feedback and coaching, and trust a process that has been designed to help you succeed.

You see this position as simply taking orders.

Our pet parents aren't ordering a product. They're trusting us with a beloved member of their family, and that’s a big emotional decision.

Great Reservation Specialists don't rush to ask, "What dates do you need?"\

They slow down long enough to learn about the dog.

Is this their first time away from home? Do they love playing with other dogs? Are they a little shy? Do they need more individualized attention? Could enrichment make their day even better? Is there a training goal we could help the family work toward?

Then they use what they’ve learned to help the pet parent understand what Beds-N-Biscuits can provide.

Your job isn't simply to book a reservation.

It's to build enough trust that a pet parent feels confident saying, "I know I can trust the team at Beds-N-Biscuits to care for my pet."\

If that sounds like the way you believe customers should be treated, you may be exactly who we're looking for.