Concierge

Concierge

The Concierge is the first point of contact for all visitors to the shelter, with key responsibilities being greeting guests, managing the flow of visitors, and providing comprehensive information about our operations and animals. The Concierge plays a crucial role in ensuring a welcoming atmosphere and facilitating a smooth and informative experience for everyone who interacts with our shelter.

Essential Job Functions:

• Uphold the standards and values of LifeLine Animal Project:
• Save Lives -- Build Community -- Be Exceptional Stewards -- Be Courageous -- Be Compassionate -- Take Responsibility -- Respect, Embrace and Celebrate Diversity
• Manage visitor flow to ensure a positive and efficient experience.
• Assess animals and direct visitors and inquiries to the appropriate area or department.
• Courageously, triage animal medical needs and escalate emergencies as needed.
• Assist visitors with check-in procedures and guide them to their desired areas and appropriate department or personnel.
• Reduce wait times for all clients.
• Provide detailed information about our animals, adoption processes, and various shelter programs.
• Update and manage visitor logs and records as needed.
• Receive mail and donations, organize and distribute appropriately.
• Provide exceptional customer service and display exceptional stewardship towards all visitors, ensuring a positive and informative experience.
• Assess and escalate any visitor concerns or complaints to the relevant department manager with professionalism and empathy.
• Maintain a general understanding of all shelter operations, including animal care, adoption policies, volunteer opportunities, foster programs and any other operational processes.
• Support LifeLine’s mission to save lives by staying informed about current animals in the shelter, including their needs, personalities, and status.
• Collaborate with other shelter staff to address any issues or concerns that arise.
• Compassionately, welcome visitors with a friendly and professional demeanor.
• Respect, embrace, and celebrate diversity by always operating with a judgement-free mindset and consider our Adopters Welcome policy when greeting and working with visitors.
• Help build a community of animal welfare advocates by supporting and engaging the volunteers who aid the placement teams.
• Continue education by participating in LifeLine’s 40-hour annual training requirement.
• Take responsibility to keep the front area and lobby clean and organized, including ensuring any posted materials in the lobby stay up to date.
• Other tasks as assigned.

Qualifications:

• Multilingual preferred.
• Compassion for animals and the people who love and care for them.
• Passion for animal welfare and a strong understanding of animal care and adoption processes.
• Ability to serve the public and fellow employees with honesty and integrity.
• Excellent customer service skills.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with diverse groups.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
• Proficiency in basic computer applications (e.g., MS Office, email) and experience with database systems is a plus.
• Ability to stand for extended periods and to bend and reach to perform assigned work activities.
• Ability to work well in a fast-paced, team-oriented environment.
• Comfortable working with dogs and cats of all sizes, breeds, and temperaments.
• Ability to follow safety protocols and handle challenging situations with calmness and professionalism.
• Ability to work collaboratively with multiple departments to ensure efficient shelter operations.
• Ability to adapt to changing circumstances and remain composed under pressure.
• Ability to handle seeing and dealing with animals that have been abused, neglected or treated cruelly.
• Must be able to work weekends, holidays, and varying shifts based on shelter needs.
• Must have a means of travel that ensures prompt arrival for work shifts.
• Must pass a background check.

Education and/or Experience:

• High school diploma or equivalent; college degree or relevant coursework preferred.
• 18 years or older.
• One or more years’ experience in animal related field or animal sheltering preferred.
• Previous experience in customer service, hospitality, or a similar role is highly desirable. Administrative data management experience preferred.

Work Environment:

While performing the duties of this job, employee may be exposed to unpleasant kennel smells. May have to handle dogs and cats that are stray, injured, diseased or vicious.