Title: Supervisor

Department: Corporate Camps

Reports To: Camp Manager

Date: May 2023

Location: Golden, CO

About Us

Camp Bow Wow® is a doggy day care and boarding franchise with locations across North America. Camp Bow Wow has ranked in Entreprenuer’s Franchise 500 list for 11 consecutive years and was named to Denver Business Journal’s Top Workplaces in 2020. For over 20 years, we’ve proudly offered dogs a safe place to play while simultaneously providing socialization, exercise, and TLC from Certified Camp Counselors®. With over 200 locations, dogs visit a Camp Bow Wow more than 4 million times a year where they enjoy our premier doggy day care, boarding, grooming and training services. Join our team and be a part of creating a better world for pets while achieving our mission of Making Dogs Happy! Camp Bow Wow is a subsidiary of VCA, Inc. and Mars, Inc.

We are also committed to giving back to the communities we serve by helping sick and injured dogs in need through our Bow Wow Buddies Foundation®! Learn more about our charitable efforts by visitingwww.bowwowbuddies.com.

About The Opportunity

The Camp Supervisor will ensure the health, safety, and security of all Campers (Dogs) while embracing our mission of “Making Dogs Happy”. This individual will deliver exceptional customer service to all pet parents and oversee the satisfaction and retention at the front desk. This position is responsible for overseeing FOH and BOH checklists, Camper reservations/interviews, booking calendar, Data Dawg, Camper play and meal rotations, proper feeding and medication processes, cleaning procedures, Camper Interviews, etc.

As a supervisor, you will support upholding Camp policies and procedures, in addition to providing direct support to management and act as manager-on-duty if Camp Manager and Assistant Manager are out of the building.

How You Will Make a Difference

• Oversee Camper health & safety, behavior, customer communications & assist with dismissals (management approval required).
• Oversee customer service, satisfaction & retention.

• Support and uphold Camp policies & procedures.
• Assist managing FOH and BOH daily operations:
  • FOH: Checklists, Camper reservations/interviews, booking calendar, Data Dawg, customer service, etc.
  • BOH: Checklists, Camper play and meal rotations, proper feeding and medication processes, cleaning procedures, Camper Interviews, etc.

Shared Duties Among Supervisors

• Ensure shift operations run smoothly.
• Attend and participate in management and staff meetings.
• Assist management with new hire working interviews, employee training and development, in addition to providing timely feedback to management throughout these processes.
• Monitor employee play yard etiquette and gate management.
• Address minor employee issues, correct mistakes and support through additional training or guidance – communicate all instances to management.
  • Keep a pulse on team dynamics and workplace culture. Provide feedback to management, as needed.
• Conduct dog-screening interviews and provide enrollment packets to customers for completion. Communicate screening interview results based upon established and understood guidelines. Assist all Camp Counselors with meeting these same requirements.
• Address minor customer issues – document in Data Dawg and communicate to management.
• Confirm that feeding and medication instructions are written correctly, and ensure processes are being followed.
• Oversee Camper meal & play rotations.
• Support with various FOH and BOH tasks, as stated in the Camp Counselor and FOH Camp Counselor job descriptions.
• Oversee reception, including Camper reservations, check-in, check-out, Camper Interview procedures, phone, email and next-day Camper paperwork with corresponding addendums/notes (i.e. color-coded cards for meds, etc.)
• Assist with meeting Camp’s sales objectives and company goals.
• Create and maintain consistent files for all approved dogs to include enrollment documentation, evaluation results, visit schedule, vaccination proof, spay/neuter proof, and updated contact information. Ensure that non-approved dog files are maintained for six months.
• Complete Reconciliation Report each night after the last dog has checked-out and paid. Let management know of any discrepancies.
• Assist with managing business operations:
  • Monitor reservations and booking calendar DAILY
  • Monitor HOLIDAY reservations, seasonal surcharge, booking calendar, waiting list BEGINNING ONE MONTH PRIOR TO HOLIDAY
  • Assist with holiday/peak-time confirmation calls and collect deposits.
• Support keeping track of existing supplies and retail inventory as needed, request additional needs when appropriate.
• Act as manager-on-duty if Camp Manager and Assistants are out of the building.
• Assist management with various additional duties.

A Strong Candidate Will Have

• Must LOVE Dogs - expect the fur to be flying and tails-a-wagging!
• 1-2+ years customer service experience
• Animal experience preferred
• At least 1 year of leadership experience
• Endurance - ability to stand for long periods of time and work at a fast pace
• Ability to multitask on a daily basis in a high pressure environment
• Strong time management and organizations skills
• Excellent verbal and written communication skills
• Excellent interpersonal communication skills
• Ability to be personable and maintain positive attitude and with diverse groups of people (both in person and over the phone)
• Comfortable working independently and as a team
• Comfortable with schedule flexibility
• Basic software skills – Microsoft Excel, Word, and Outlook
• Authorized to work in the United States

Physical Requirements

• Dependable Attendance is required.
• Any allergies to animals must be controllable through medication.
• Must be able to lift 40 pounds
• Must be able to have balance and able to stand resistance of a dog on a leash.
• Constantly walk and/or stand entire shift.
• Must be willing to work long or irregular hours under pressure conditions.
• This position requires the ability to walk, bend, stand and reach constantly without leaning or sitting during a minimum 8-hour day.
• Visual acuity sufficient to maintain accurate records, recognizes people and understands written directions.
• Ability to speak and hear sufficiently to understand and give information in person and over the telephone.
• Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc.

We believe that everyone is capable of great things. Because of this, we encourage you to apply even if you do not have 100% of the qualifications listed above

Compensation & Benefits

• Compensation Range: $16.80 - $17.31 hourly based on experience + tips
• Job Type: Full-Time (40-45 hours per week)
  • Available for the following shift(s):
    • Thursdays, Fridays, Saturdays, Sundays, and Mondays from 6:00am – 2:00pm
  • Schedule Flexibility (weekend and holiday availability)
    • Camps are open 7 days/week, so weekends and holidays are required but time off is permitted with advance notice. Available 5:30am to 7:30pm any day of the week. Attendance at evening and weekend events may be required occasionally.
• All of our Full-Time employees get to enjoy the following benefits:
  • Medical, Dental, Vision on 1st of the month following 30 days of employment
  • Retirement Plan Eligibility through Mars, Inc. after 60 days of service
  • Employee Life Assistance Program
  • Bring your dog to work
  • Employee Discounts through VCA Animal Hospital
  • Paid time off and 12 Paid Holidays
  • Paid Parental Leave
  • Paid Volunteer Opportunities
  • Paid Short Term Disability

Equal Opportunity Employer
Camp Bow Wow® is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.