Position Purpose The Guest Experience Coordinator (GEC) plays a pivotal role in ensuring visitors enjoy positive, memorable experiences at AAHS's animal care center. This position involves proactively engaging with guests to address inquiries, resolve concerns, and provide guidance on adoptable pet personalities. GECs act as ambassadors of AAHS's brand, upholding high standards for hospitality by fostering a welcoming atmosphere and anticipating guest needs. The GEC collaborates with cross-functional teams to streamline operations, manage guest traffic, and implement strategies that enhance customer satisfaction. Strong communication, problem-solving skills, and a passion for creating joyful experiences are essential to delivering the positive, family-friendly environment synonymous with AAHS's brand. Essential Responsibilities Welcome guests with a professional, compassionate, and approachable manner. Oversee adoption guest reception lobby opening and closing procedures and ensure a clean, tidy, and welcoming environment. Responsible for creating a positive and supportive work environment; greet and check in volunteers during assigned Guest Experience shifts. Provide excellent guest service while ensuring staff also provide a quality guest experience, focused on safety, courtesy, and efficiency. Coordinate needs and activities at the guest reception desk, including knowledge and information transfer, visitor service procedures, documentation, material inventory and distribution, and scheduling. Respond to callers in a timely, friendly manner and mobilize staff and resources to address caller situations and needs helpfully. Take accurate phone messages and direct messages to appropriate staff for timely follow-through. Enter and update Adoption Center records in PetPoint® software, as needed (training provided). Additional tasks, as assigned by Adoption Services Manager (approximately 5% of responsibilities). Knowledge, Skills, and Abilities Knowledge of principles and processes for providing extraordinary guest, staff, and volunteer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer/staff satisfaction. Ability to quickly assess a situation, prioritize guest needs, and respond in a proactive, friendly manner. Superior written and verbal communications and organization skills. Excellent customer service and interpersonal acumen to relate and communicate to all stakeholders comprising the AAHS community. Must be able to work independently and demonstrate initiative to solve problems, including tracking situations until an appropriate resolution is achieved. Ability to self-manage and self-motivate. Must be a team player, guest-centered, and community-minded. Education and Experience 1-2 years in front-of-house customer experience. Experience with PetPoint® software a plus, but not required. Proficiency in Microsoft (Word, Excel, PowerPoint) and Google (Gmail, Docs, Drive) software platforms required.

Pay:

$15.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Paid time off Vision insurance

Work Location:

In person