General Summary of Job
Woodley Acres Pet Resort is an established 24/7/365 pet care facility providing exceptional pet care to pets and their families. We offer overnight boarding, structured dog daycare, professional grooming, retail products, and pet wellness services while continually raising the standard of pet care in our community.
The Lead Groomer / Guest Services Specialist is responsible for leading the daily operation of the grooming department while providing exceptional customer service and supporting the overall Guest Services department. This position serves as the primary liaison between clients, groomers, Guest Services, and the pet care team to ensure an outstanding customer experience from reservation through departure.
This position is responsible for maintaining high standards of pet safety, grooming quality, client communication, scheduling efficiency, retail sales, administrative accuracy, and cleanliness throughout the reception and grooming departments. The Lead Groomer also mentors grooming assistants and supports Guest Services staff through training and daily operational guidance.
The Lead Groomer / Guest Services Specialist reports directly to the General Manager and works collaboratively with all departments to ensure exceptional service and operational excellence.
Primary Responsibilities
1. Guest Services & Client Experience
- Welcome every client professionally while creating a warm and welcoming environment.
- Learn and use client and pet names whenever possible.
- Answer incoming telephone calls promptly using company greeting standards.
- Respond to customer inquiries regarding services, pricing, policies and pet care.
- Conduct facility tours for prospective clients.
- Promote Woodley Acres services through consultative selling techniques.
- Recommend additional services that improve the health and wellbeing of pets.
- Resolve customer concerns professionally and escalate concerns to the General Manager when necessary.
- Maintain positive client relationships and promote long-term customer retention.
- Assist with client follow-up calls and inactive customer outreach initiatives.
- Support membership renewals and customer loyalty initiatives.
2. Reservations, Scheduling & Administration
- Complete accurate reservations for all service departments.
- Process invoices and collect payments.
- Balance cash and point-of-sale transactions daily.
- Maintain accurate client records.
- Process enrollment documents and vaccination records.
- Monitor vaccination expiry dates and proactively communicate with clients.
- Generate operational reports as assigned.
- Prepare daily paperwork for all departments.
- Maintain client files and administrative documentation.
- Assist with inventory reporting and ordering.
3. Grooming Department Leadership
Serve as the lead professional responsible for the grooming department by:
- Performing professional grooming services according to company standards.
- Grooming dogs and cats using humane, low-stress handling techniques.
- Performing breed-specific trims and pet styling.
- Evaluating coat condition and recommending appropriate grooming treatments.
- Advising clients regarding coat maintenance between appointments.
- Supervising bathers and grooming assistants.
- Ensuring pets are safely prepared for grooming.
- Monitoring daily grooming appointments to maintain efficient workflow.
- Communicating delays proactively with Guest Services.
- Updating grooming status within the Point of Sale system.
- Maintaining accurate grooming records.
- Communicating additional grooming charges to Guest Services before service completion.
4. Pet Check-In & Check-Out
Accurately process pets entering and leaving the facility including:
- Confirming owner contact information.
- Reviewing grooming instructions.
- Reviewing daycare instructions.
- Reviewing boarding instructions.
- Recording feeding and medication requirements.
- Confirming departure arrangements.
- Ensuring all services are accurately entered into the Point of Sale system.
5. Retail Sales
- Promote retail products that benefit pet health and wellness.
- Assist customers with product recommendations.
- Maintain attractive retail displays.
- Restock merchandise.
- Monitor inventory levels.
- Assist with inventory counts and ordering recommendations.
6. Department Leadership
Assist the General Manager by:
- Coaching Guest Services staff.
- Assisting with onboarding new employees.
- Training new Guest Services personnel.
- Training grooming assistants and bathers.
- Reinforcing company policies and customer service standards.
- Providing operational feedback.
- Identifying opportunities for improved efficiency.
- Supporting departmental initiatives and special projects.
7. Groom Shop Maintenance
Maintain a clean, organized and safe grooming environment by:
- Cleaning grooming stations after each pet.
- Sanitizing tubs and grooming equipment.
- Cleaning dryers, tables and tools.
- Keeping grooming supplies stocked.
- Maintaining safe work areas.
- Ensuring holding kennels are cleaned and prepared.
- Reporting equipment maintenance needs.
8. Health & Safety
- Follow all company animal handling procedures.
- Recognize signs of stress or illness in pets.
- Immediately report injuries or safety concerns.
- Maintain safe working conditions for pets, clients and staff.
- Comply with Occupational Health & Safety procedures.
- Follow emergency response procedures.
9. Sales & Business Development
Support the growth of Woodley Acres by:
- Promoting grooming memberships and recurring appointments.
- Upselling grooming add-ons.
- Supporting seasonal promotions.
- Promoting daycare, boarding, grooming and retail services.
- Assisting with social media opportunities by identifying exceptional pets and customer stories.
- Gathering customer feedback for continuous improvement.
General Administrative Responsibilities
- Prioritize work according to daily operational needs.
- Complete assigned checklists.
- Maintain organized workspaces.
- Assist with monthly reporting.
- Maintain supply inventories.
- Support marketing initiatives.
- Assist with company events.
- Complete management projects as assigned.
Job Requirements
Education
- High School Diploma required.
- Professional Grooming Certification preferred.
Experience
- Minimum two (2) years professional grooming experience.
- Customer service experience required.
- Experience using Point of Sale systems preferred.
- Previous leadership or training experience considered an asset.
Knowledge & Skills
- Excellent customer service
- Strong communication skills
- Grooming proficiency
- Canine behaviour knowledge
- Basic feline handling knowledge
- Time management
- Sales ability
- Computer proficiency
- Conflict resolution
- Organization
- Team leadership
- Multitasking
- Professional appearance
Work Conditions
- Standing for extended periods
- Frequent bending and lifting (up to 50 lbs)
- Wet work environment
- Exposure to pet hair, dander and cleaning products
- Working with animals displaying varying temperaments
- Weekend and holiday availability
- Fast-paced environment
- Occasional overtime during peak periods
Position Success Measures (KPIs)
The Lead Groomer / Guest Services Specialist will be evaluated on:
- Client satisfaction scores
- Groom quality and consistency
- Groom rebooking percentage
- Groom department revenue
- Retail sales performance
- Average grooming ticket value
- Reservation accuracy
- Vaccination compliance
- Client retention
- Guest Services responsiveness
- Department cleanliness and organization
- Team collaboration and leadership
- On-time completion of appointments
- Safety and incident prevention
- Adherence to company policies and procedures
Pay: $18.63-$22.24 per hour
Benefits:
Work Location: In person
