Front Desk Manager
Amarillo Fetch is looking for a Front Desk Manager who can bring structure, consistency, and genuine hospitality to the client-facing side of our business. This is not a passive front desk role. This person will own the front experience, protect our standards, support and train the front desk team, and make sure clients, dogs, and staff are set up for success before problems ever reach ownership.
The right person is organized, warm, direct, proactive, and confident holding standards. They notice details before they become issues, communicate clearly, and take pride in creating a smooth, professional, and welcoming experience for every client.
What This Role Owns
The Front Desk Manager is responsible for the daily execution of our front desk, client communication, scheduling flow, retail and lobby presentation, and front desk team performance. This includes ensuring clients do not arrive for daycare, lodging, grooming, or services without required paperwork, vaccinations, reservations, approvals, or instructions already completed. This role protects the business from confusion, last-minute scrambling, and avoidable client frustration.
Key Responsibilities
Client Experience
- Accountable for making sure clients are greeted warmly and professionally while keeping the front desk calm, organized, and efficient.
- Ensure every client interaction reflects the Amarillo Fetch standard of care, service, and professionalism.
- Handle client questions, concerns, and complaints with confidence, patience, and a solution-focused approach.
- Identify recurring client issues and bring forward solutions instead of repeatedly escalating the same problems to ownership.
- Make sure clients receive clear communication about requirements, reservations, policies, payments, forms, vaccines, and next steps.
- Maintain a clean, welcoming, and organized lobby and retail area at all times.
Compliance, Paperwork, and Reservations
- Ensure all dogs arriving for daycare, lodging, grooming, or other services have required vaccines, forms, approvals, and documentation completed before arrival.
- Monitor upcoming reservations and proactively identify missing paperwork, expired vaccines, incomplete profiles, unclear instructions, or potential scheduling concerns.
- Communicate with clients ahead of time when something is missing so the team is not handling preventable issues at drop-off.
- Protect the business by ensuring policies and procedures are consistently followed, even when clients are frustrated or want exceptions.
Front Desk Team Leadership
- Train front desk employees clearly and consistently so they understand exactly what is expected.
- Create accountability around communication standards, task completion, client follow-up, organization, and professionalism.
- Coach front desk team members when expectations are not being met.
- Lead by example in tone, urgency, client care, organization, and follow-through.
- Help reduce turnover and confusion by creating consistency in how the front desk operates.
- Ensure the front desk is appropriately staffed for peak drop-off, pick-up, boarding, and busy client communication times.
Daily Operations
- Keep the front desk running smoothly through strong organization, prioritization, and planning.
- Anticipate needs before they become urgent.
- Monitor task completion, communication follow-up, reservations, client notes, and front desk workflow.
- Support coordination between front desk, daycare, lodging, grooming, and leadership so information does not fall through the cracks.
- Bring solutions, not just problems, to ownership and leadership.
The Right Candidate
You are a strong fit if you:
- Have strong customer service or hospitality experience.
- Can lead people without creating drama or avoiding hard conversations.
- Are highly organized and follow through completely.
- Can train others clearly, calmly, and consistently.
- Notice details and take action without needing constant direction.
- Communicate professionally with both clients and team members.
- Can hold boundaries with clients while still being warm and respectful.
- Take pride in creating an excellent client experience.
- Are comfortable being accountable for outcomes, not just tasks.
This Role Is Not a Fit If You...
- Need constant direction to know what to do next.
- Avoid client conversations or difficult team conversations.
- Get overwhelmed by details, policies, scheduling, or follow-up.
- Are friendly but not organized, or organized but not warm with people.
- Blame others instead of solving problems.
- Wait for ownership to notice and fix recurring issues.
- Are looking for a front desk position only, not a leadership role.
Requirements
- Previous customer service, hospitality, front desk, office management, or pet care leadership experience preferred.
- Prior experience training or supervising employees strongly preferred.
- Strong written and verbal communication skills.
- Ability to remain calm and professional in a busy, fast-moving environment.
- Comfortable using scheduling software, client management systems, email, phones, and task lists.
- Must be dependable, proactive, detail-oriented, and comfortable holding standards.
What Success Looks Like
- Clients arrive prepared, informed, and welcomed.
- Dogs are not showing up without required vaccines, paperwork, approvals, or reservations.
- The front desk team knows what to do, how to do it, and what standard they are expected to meet.
- Ownership is no longer pulled into preventable front desk issues all day.
- The lobby feels professional, organized, warm, and calm.
- Client communication is clear, timely, and consistent.
- The front desk becomes a source of stability instead of stress.
We are looking for someone who can care deeply, communicate clearly, lead confidently, and raise the standard every day.
Pay: $17.00 - $19.00 per hour
Benefits:
- 401(k)
- Employee discount
- Paid time off
Experience:
- Manager: 1 year (Required)
Work Location: In person
