Front of House Supervisor- BARK U
Classification: Full-time, Exempt
Work Location: Onsight, King of Prussia, PA 19406 (Required)
Pay: $45,000-$55,000 annually
Schedule Options:
Supervisor Shift 1: Sunday 7:30am-4:30pm, Monday/Tuesday 6:30am-6pm + Wednesday 7am-3pm
Supervisor Shift 2: Wednesday 11am-7pm, Thursday/Friday 6:30am-6pm, Saturday 7:30am-4:30pm
Reports to: Office Manager & General Manager
Company Overview: BARK U is King of Prussia's most trusted destination for exceptional dog care. Staffed with certified professionals with a deep understanding of canine behavior and years of experience, BARK U prioritizes safety, enjoyment, and stress-free experiences for dogs.
At BARK U, we offer a comprehensive range of services, including Lodging, Daycare, Grooming, Training, and Transportation, all backed by expertise and dedication.
Position Overview: The Front of House Office Supervisor (Client Services Supervisor) holds a dual role, combining direct delivery of front office services-including reception duties, scheduling, and serving as the primary client contact-with oversight of the front office team. This position ensures efficient client interactions, exceptional customer service, and effective communication with both clients and internal teams.
Key responsibilities encompass handling booking inquiries, managing reservations, and supervising the client-facing team. Additionally, the role focuses on driving sales and promoting BARK U's services and programs to ensure each client has a valuable and positive experience.
Key Responsibilities:
Leadership & Team Oversight (25%)
- Oversee front-desk operations, ensuring up-to-date and accurate information, top-tier customer service, and efficiency in client interactions, as evident in client reviews and call audits.
- Foster a welcoming environment by maintaining a positive attitude, greeting clients warmly, responding promptly to inquiries, and communicating effectively with clients and team members.
- Address and resolve client and team concerns in a professional and timely manner.
- Ensure completion of Connect learning modules and reinforce new promotions, processes, and sales strategies to meet company goals.
- Participate in forums such as department meetings, performance reviews, and evaluations to address challenges and recognize achievements.
- Monitor and raise concerns or address team underperformance, provide write-ups, and provide coaching in partnership with the department manager.
- Uphold BARK U's standards of conduct, dress code, attendance, and punctuality.
- Onboard new employees, provide hands-on support and guide them to efficiency within 90 days while contributing feedback to their 30-60-90-day check-ins.
- Lead by example, demonstrating reliability, trustworthiness, and BARK U's Paws of Excellence.
Front-of-House Operations (75%)
- Provide a warm welcome and deliver exceptional service to all clients.
- Manage guest requests, reservations, scheduling, pricing, and payments across all communication channels: in-person, phone, email, and text messaging systems accurately and efficiently.
- Accurately enter bookings into the reservation system and confirm reservations with clients.
- Communicate effectively with all BARK U teams via walkie-talkies to ensure smooth client drop-offs, pick-ups, and service coordination.
- Educate clients in person, over the phone, and in written communications about add-ons, special amenities, promotional offers, and packages to enhance their experience.
- Complete tasks and projects as assigned by leadership.
Role Standards
- Lead by Example : Personally demonstrate reliability, trustworthiness, and BARK U's Paws of Excellence.
- Drive Results: Equip the team to provide clients with accurate, value-driven information, ensuring phone audits, client reviews, and sales goals are met.
- Accountability: Consistently raise and address concerns to maintain team effectiveness, dress code adherence, and reliability.
- Customer Service: Train and motivate the team to meet client needs and resolve issues (DAWG).
- Work Environment : Maintain a positive work experience and culture, as evidenced by survey results and retention rates
Work Environment & Physical Requirements
- Prolonged sitting, standing, typing, and computer use, walking, and handling of large animals (over 50 Lbs).
- Lifting of (up to 30 pounds) dog supplies, box deliveries, and other items as needed.
- Ensure entrances remain safe and welcoming, including performing occasional spot cleaning, removal of minor spills, or organizing items within client view.
Qualifications & Skills
- 5+ years of experience in customer service, office administration, veterinary, medical, or hospitality preferred.
- 3+ years of team leadership experience.
- Reliable schedule availability, including one-weekend shift per week.
- Strong communication and interpersonal skills with high attention to detail.
- Positive attitude, forward-thinking initiative, and problem-solving ability.
- Ability to multitask and thrive in a fast-paced environment.
- Tech-savvy with experience using reservation systems, spreadsheets, and email communication.
- Must love dogs.
Why Join Bark U: Benefits & Perks
- Competitive Salary
- 401(k) + up to 4% match
- Healthcare Benefits: Medical, Dental, Vision
- Paid time off
- Optional Perks: Employee Discounts, Certification Assistance, and Relevant Pre-Approved Tuition Contribution.
Equal Opportunity Employer