Des Moines, Iowa, United States of America
12 hours ago
Kennel Supervisor

Job Summary:

Under policy direction from the Hospital Manager with support of and input from the Medical Director, the Pet Resort Manager performs a wide range of difficult to complex administrative activities related to the Pet Resort; providing quality care of guests, excellent client service, management of finances and accounting, marketing and promotion of services, staffing and human resources, and discretionary activities, that serve to support effective business operations.

Knowledge, Skills, and Abilities:

· Customer Service

· Human Resources skills

· Financial Budget Management

· Knowledge of sales and marketing techniques

· Good communication skills, both written and oral, goal oriented

· Background in managing service oriented operations

· Ability to plan, organize and effectively present ideas and concepts

· Ability to take information obtained from clients, associates, and other sources, discern that which is credible and assess the Pet Resort and its operation objectively

· Must be able to handle multiple tasks at once and deal with high levels of stress in an environment of changing priorities.

Education and Experience:

· High School Diploma

· Minimum 2 years of experience in Pet Resort operations

Authority:

· Assist in the interviewing, hiring, training, review process, discipline, and discharge of Pet Resort associates

· Scheduling of Pet Resort associates

Physical Requirements:

· Dependable attendance is required

· Any allergies to animals must be controllable through medication

· Must be willing to work long or irregular hours under pressure conditions

· Must be able to lift 40 pounds

· This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day

· Visual acuity sufficient to maintain accurate records; recognize people and understand written directions

· Ability to speak and hear sufficiently to understand, give information in person, over the telephone or in writing (text and/or email)

· Fine motor skills adequate for utilizing office equipment such as copiers and computer keyboards.

Duties:

The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed. Job Functions and Responsibilities include overseeing that the following occur within the Pet Resort.

1. Associate Management – Pet Resort Associates

2. Guest Management

3. Client Management

4. Office Management

5. Production Management

6. Records Management

7. Financial Management

8. Marketing Management

9. Facility Maintenance

10. Meetings

11. Communication

Associate Management – Pet Resort Associates:

· Assist with hiring

· Assist with associate performance and salary reviews

· Assist with Disciplinary Action

· Assist with terminations

· Training, education, development of associates

· Scheduling

· Assign job responsibilities to each associate

· Supervise associates to assure that each job is being effectively handled

· Associate policy enforcement

· Associate relations and communications

· Time clock maintenance

· Organize and conduct associate meetings

· Monitor associate competence and effectiveness

Guest Management:

· Oversee process of guest check-in, services while here, and check-out

· Responsible for administration, delegation, and completion of any veterinarian’s medical orders and/or medications

· Train and/or Mentor Pet Resort associates to follow VCA standards of quality care

· Ensure all guest records are complete and accurate

Client Management:

· Oversees training of all Pet Resort associates in accordance to the principals of the VCA Mission Statement, Three Steps of Service, and VCA Standards of Client Service and that the above is known and practiced by all

· Oversee client flow to insure that clients and guests are treated in a professional, timely, and competent manner

· Responsible for administration and review of all Pet Resort complaints

· Oversee billing, calculation of any discounts, and other special accounts.

Office Management:

· Modify and update systems and procedures wherever needed to better serve clients, guests, associates, and the practice (ex: modify schedules for the most productive use of time)

· Perform transaction corrections

· Ensure that the OSHA and Safety program and procedures are being continuously monitored, updated and reported so the hospital is in safety compliance

Production Management:

· Meet with Hospital Manager and/or Medical Director and/or Regional Operations Director regularly to discuss, evaluate, and plan for the welfare of the practice

· Ensure marketing events are effective – internal and external

· Motivate Pet Resort team

· Review all transactions for accuracy and missed services through regular audits

Records Management:

· Oversee that records are kept up to date. This includes client records with correct names, addresses, pets, charges, medical history, vaccine status, etc.

· Ensure that a system for authorizing forms for boarding, grooming, and daycare is in place and that all associates are in compliance

· Ensure that a system is in place for ensuring vaccinations are appropriate prior to boarding, grooming, and/or daycare appointments and that all associates are in compliance

Financial Management:

· Monitor cost of purchasing so the practice operates within the budget

· Monitor Pet Resort scheduling so the practice operates within the budget

· Monitor and approve all expenditures within guidelines

· Review charges on a daily basis to ensure that all charges have been captured

Marketing Management:

· Understand, participate, and support planned marketing events and programs

· Ensure that the Pet Resort team utilizes VCA marketing tools and materials

· Ensure the Pet Resort team follows instructions for implementing authorized marketing discounts in the computer system

Facility Management:

· Oversee the maintenance/housekeeping of the hospital for orderliness and cleanliness of both the inside and outside of the building

· Monitor janitorial responsibilities

Meetings:

· Attend planned management meetings

· Organize monthly team meeting agenda in conjunction with hospital management team and VCA guidelines

Communication:

· Read and respond to all communication in a timely manner

· Ensure the VCA policies, guidelines and recommendations are quickly communicated to Pet Resort associates and adequate training follows

If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com

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