Job Description

This fast-paced position will oversee and run the day-to-day operations of our services. The most important part of this role is to ensure the success of Clever Canines dayschool at all times. This individual will hold the vision of the company, take initiative and be proactive in taking action or making decisions that move towards that vision.

In addition to the daily duties of a dayschool Trainer, the dayschool Supervisor is responsible for client satisfaction, ensuring staff compliance with company procedures and policies, providing team leadership, and ensuring staff maintain facility cleanliness and dog health and safety standards. The Supervisor will provide leadership to employees and address client needs in a timely manner. This individual will uphold and grow the facility reputation through exceptional client service and holding staff to high standards. This position is responsible for maintaining accountability and safety for a team of up to 15 employees and a facility of up to 80 dogs per day, as well as a seamless execution in an operationally intense environment!

The dayschool Supervisor will work closely with the Management Team in the development of processes, systems, sales opportunities, hiring new team members, ideas, and solutions that will support the flow and function for the team, the dog’s in our care, and the clients. This will include the documentation and writing of new policies and process.

Key Duties and Responsibilites

• First Impressions

• welcome all visitors (staff, clients, potential clients, or other guests)

• overall cleanliness of entire facility, which includes: ensure the facility is dust/hair/dirt free, storage areas are kept clean and organized, desks and shelves are clutter free, and see to it that everything has a place, oversee weekly deep clean, cleanliness of equipment

• overall appearance of the facility, including ensuring posters, tools, etc. are in good condition, replacing items when they are tired

• manage all facility and repairs through to completion

• attend all company functions and participate in all company events and initiatives

Team Management and Support

• ensure team members are doing the right things at the right time

• ensure team members are following the schedule, all guidelines, and processes

• ensure team members are doing everything they can to provide an exceptional client experience, provide superior care and safety to all pets, and take pride in the environment they work in

• ensure team members are making suggestions to clients of other company offerings that can support their dog

• delegating as necessary to ensure all daily/weekly/monthly tasks and expectations are completed

• monitor inventory of equipment and supplies, order when necessary

• manage Custodian position and communicate specific requirements for weekly deep clean; ensure deep clean is being properly completed

• support team members with issues or concerns as they arise

Team Development and Training

• participate in hiring for all service related positions

• new hire training

• ongoing training

• train staff on new process and training focuses

• motivate and inspire team

• provide performance evaluations

• create PIP (Performance Improvement Plan) and facilitate the execution of it, when necessary

• ensure all policies and procedures are being followed: such as dress code, cell phone policy, attendance, cleaning, play group creation, note documentation, etc.

• identify employee or client issues and work with management on solutions

• manage and update training checklists

• make recommendations to management about employees who may be good candidates for promotions, cross training, be better suited in a different role, or show signs that they may not be a good fit for the position

Communication and Reports

• daily interaction with clients in a professional manner

• check in with management team daily

• communicate key messages to team as directed by management

• communication of guest, employee and client concerns as they arise, to management

• attend all departmental and leadership meetings

• report unresolved software issues (that you weren’t able to troubleshoot on your own)

• offer suggestions for processes and policies

• write new processes and policies as required, following company standards

• written documentation of all employee updates. performance, violations, successes, ideas, etc.

• recognize employee birthdays and anniversaries

• ensure client notes are up to date, honest, and completed each shift

• monitor NPS (Net Promotor Score) and implement suggestions for improving score

• canine assessment reports

• reporting as outlined by management

Operations

• day to day operations of a Dayschool Trainer, which includes: following schedule as written, creation of play groups, manage arousal, daily walks, daily training, documentation of notes

• understand all company offerings and make recommendations to clients

• review and assess service registration forms

• first day dog assessments: perform canine assessments, review, make recommendations, approve or deny client participation

• recognize, anticipate, evaluate, document, communicate guest health and behaviour concerns

• make recommendations for protocols to be used by internal team or by clients

• cover open shifts as required (may occasionally result in a 12.5 hour day)

• receive text or phone calls after hours for emergency situations and organize any last minute schedule changes

• facilitate social media initiatives and process as outlined by the company

Education, Training, Experience, Requirements

• 2+ years of direct management experience of a team of 5 or more employees

• valid driver’s licence

• bondable

• smartphone

• personal vehicle

• special consideration will be given for individuals with prior management experience in fast food, retail or any fast-paced previous management role

• special consideration will be given to individuals with prior dog daycare experience

• professional experience with dogs is NOT required

Job Skills, Competencies

• proven customer service skills

• confident and professional demeanor

• professional and refined communication skills, both written and oral

• passion for growth; avid reader

• effective delegation skills

• problem-solving skills

• difficult conversation and conflict resolution skills

• excellent organizing, time-management, and prioritizing skills

• strong attention to detail

• skills in team development and staff training

• adaptable, solutions-focused, flexible

• ability to handle stress and make decisions quickly

• self-starter who takes initiative and is proactive

Technical Skills

• minimum 50 words per minute typing speed

• proficiency in Mac, and Apple-based software

• moderate proficiency in Microsoft Word, Excel and Outlook

• applied working knowledge of different social media platforms, including Facebook, Twitter, Instagram and LinkedIn

Working Conditions

• maintain a professional and neat appearance in compliance with dress code

• walking for an average of two hours a day, outdoors in all weather

• standing on feet for majority of each shift; 6 to 8 hours

• ability to move quickly while maintaining balance; occasionally a light jog

• stoop, kneel, crouch, reach, stretch

• climbing one flight of stairs

• lift and/or move up to 50 lbs

• average hours range from 35 to 40 hours per week, however, this is an exempt-level position and therefore hours worked per week are based on business volume and staffing needs, and therefore may occasionally exceed 40 hours per week

• hours will most often be between 5:45am and 6:45pm, with the occasional evening or weekend requirement for training, meetings, or other company requirements

• must use personal smartphone to communicate after-hours with team or management

• must have personal vehicle and willing to use it to transport pets in rare or emergency situations, including taking them to a vet if necessary

Working Hours

This position is Monday to Friday and will most often cover the closing shift: 10am to 6:45pm, however, this position may be needed to cover any of the full-time shifts:

6:00am – 3:00pm
7:00am – 4:00pm
8:00am – 5:00pm
9:00am – 6:00pm
10:00am – 6:45pm

Wages and Benefits

The salary for the Dayschool Supervisor ranges from $39,000 to $44,000 yearly, based on direct experience. You will receive health benefits and two weeks vacation annually. You will receive minimum wage for all field training shifts and mandatory staff meetings. Becoming part of the Clever Canines team also gives you additional perks, such as free training programs, a great discount off Dayschool visits, free Club Evolve membership, staff discounts at various retailers, and more.