Front Desk Lead

Job Description

Job Description

Front Desk Lead — Now Hiring

Are you a customer service rockstar who loves pets, excels at sales, and thrives in a fast-paced environment? Do you pride yourself on making every client feel like VIP family while keeping operations running like clockwork? If you’re ready to take the next step in your hospitality career and lead a dedicated team, we have the ulti-mutt opportunity for you.

Bay Paws Pet Resort is looking for a Front Desk Lead to become the ultimate "go-to" leader for our front office operations. This is a vital middle-management role meant for a professional who loves coaching a team, building relationships with pet parents, and driving business success—all while making sure our resort remains the funnest place to work.

Why Bay Paws is a Great Place to Work

At Bay Paws, we genuinely put the "PET in hosPETality." We operate under a supportive "inverted pyramid" leadership structure. This means management’s primary job is to support you, providing the resources and industry education you need so you can empower your team of Reservation Specialists. We value integrity, safety, open communication, and creative problem-solving—while keeping our workplace positive, warm, and supportive.

Key Responsibilities

As our Front Desk Lead, you are the face of our resort, balancing exceptional hospitality and team leadership with administrative accuracy:

• Support and Coach the Team: Guide and train Reservation Specialists, providing hands-on coaching in software systems, client care, and educated sales tactics.
• Drive Hospitality & Sales: Lead the team in educating clients on our service options, actively promoting add-ons like enrichment, grooming, and luxury stays to enhance every guest's experience.
• Master the Details: Oversee reservation systems, verify vaccine records, check daily deposit reports, and ensure all owner preferences and care notes are accurately recorded.
• Collaborate Across Departments: Work closely with our Daycare, Boarding, and Enrichment Leads to ensure guest instructions and schedule updates flow seamlessly between teams.
• Champion the Client Experience: Serve as the primary point of contact for complex client inquiries, solving challenges with warmth, empathy, and professionalism.

The Perks (Because You’re Worth It)

We believe in taking care of the people who take care of our pet guests. Here is a look at what we offer:

• Paid Time Off (PTO) and holiday pay/incentives
• Free pet boarding and daycare so your own pets can enjoy a vacation while you work
• Employee Assistance Program (EAP) for mental wellness support
• Generous employee discounts on retail and services
• Flexible scheduling and on-the-job training
• Real opportunities for advancement within the company
• Employee of the Month program featuring cash prizes
• Free snacks in the breakroom to keep your human battery charged
• Referral program cash bonuses for bringing talent to our team

Who We Are Looking For

• You have solid experience in front desk hospitality, customer service leadership, or sales (pet care industry experience is a huge plus)!
• You possess excellent computer skills and learn new reservation systems quickly.
• You have previous supervisory or team lead experience (or are a senior specialist ready to step up).
• You are highly organized, detail-oriented, and can maintain a calm, welcoming presence in a busy lobby.
• You enjoy thinking outside the box to solve daily operational and customer service challenges.

If you are ready to move out of a standard front-desk role and truly lead a department, we would love to meet you.

Apply Today to Join the Bay Paws Family!

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