About Us
Hanrob is a pet lover's choice, passionate about delivering health, happiness and improved wellbeing to Australian pet families.
With 40 years of experience and over 250 staff members who share our passion for pets, we are leading the future of pet services in Australia.
We strive to provide exceptional care and service to our clients and their furry family members through our eight pet hotels offering boarding, dog training, day-care, animal transportation, and vocational education through Hanrob College.
We take pride in our strong and proud history that has enabled us to acquire a range of pet-related businesses and expand our services.
About the Role
This permanent full-time role involves providing excellent customer service to our clients and their pets at our Duffys Forest Pet Hotel in Sydney's North.
The successful candidate will work 38 hours per week, Monday to Friday between 7am and 6pm, with some flexibility to work weekends, school holidays and peak periods including Easter and Christmas.
This role ensures customers feel nurtured and confident in our ability to care for their pets, while also providing administration and reservations services to pet owners, as well as support to our pet care team.
* Main Responsibilities:
* Delivering a 5-star experience when welcoming pets and owners into the pet hotel
* Checking pets in and out and recording any special requests
* Managing phone calls to take bookings and answer inquiries
* Driving sales by recommending products and services tailored to individual pets and owners
* Coordinating front-of-house reception and general administrative tasks, including data entry and processing payments
* Providing excellent customer service and continually seeking ways to improve the customer experience
* Maintaining high-quality guest services, keeping owners informed during their pet's stay
About You
To succeed in this role, you will be an administration/customer service professional who possesses:
* A bubbly personality and genuine love for cats and dogs
* 3 years of recent experience in reception, administration or customer service, preferably in the pet care, veterinary, travel, airline, tourism or professional services industries
* Excellent administrative skills and attention to detail
* The motivation to deliver amazing experiences to our customers
* Excellent communication skills and a professional phone manner
* The desire and ability to achieve positive outcomes for both customers and colleagues
* Effective time management and organisational skills to work calmly in a fast-paced environment
* A process-oriented approach and experience following reception/customer service procedures
* Demonstrated experience with Microsoft Office and adaptability to new systems like financial and reservations platforms
* A positive attitude and proven experience helping teammates succeed
You must also be available to work during school holidays, long weekends and busy periods, hold a NSW driver's license, have your own car for transport, and possess unrestricted work rights in Australia.
The Benefits
As a valued member of our team, you can expect:
* To work with animals every day
* Free on-site parking
* Full training and support in a friendly team environment
* Annual leave and sick leave entitlements
* Employee appreciation events
* Employee Assistance Program (EAP)
* Discounts on a range of Hanrob products and services, including free boarding for your pets during annual leave
Please note that this is an active and physical role requiring prolonged sitting and standing, lifting, carrying, pushing, pulling, bending, crouching, kneeling, squatting, reaching, stretching and restraining animals up to 50kg. You must also communicate effectively with customers, stakeholders and the public in person, over the phone and online.