The First and Last Word in Every Client's Experience
DepartmentClient Experience & Operations
Level / TierClient-Facing · Hourly
Reports ToShop Manager / Managing Partner
Effective2026-09-02
Who We Are
Bark and Purr is not just another grooming shop, we are a wellness spa that truly cares about every pet looking and feeling their very best. We always put the needs of the pet in front of us first, focusing on them while they are in our care and nothing else.
Bark and Purr Is…
The Vow
While a pet is in my care, my focus is the pet in front of me — loving, gentle, building a relationship built on trust and love.
The Twelve Commitments
1. Whoever greets a pet — front desk, bather, groomer, kennel tech, anyone — will get down to their level, speak softly, and let them come to us. This is everyone's job, every time, not just the first hello.
2. When I see a regular walk through the door, I will say their name before I say anything else — the pet's and the parent's.
3. When a puppy comes in for their first groom, I will make this memory a good one — even if it takes longer. First visits echo for a lifetime.
4. When I see a pet that's unsettled — nervous on my table, pacing the kennel, uncomfortable anywhere in the shop — I stop and find out why: anxious, needs to go out, or just uncomfortable. If CBD is on their card and cleared, front desk is notified and administers it. If they need a walk, whoever noticed takes them. If they went in their kennel, whoever's there cleans it — not the next person. We don't walk past something dirty, and we don't leave the shop anything but clean at closing. Customers notice how this place smells and looks before they notice anything else — we protect that every day, not just at close.
5. When a pet is too anxious for kennel time, we offer the family a way to stay close: expedited one-on-one service (from $20, sized to the pet) — one person with that dog start to finish, no kennel wait, handed back to the parent right there. For our Sunday cat clients we can welcome parents into the room itself, since it's one groomer and a quiet day. If a pet is still too much for us, we call the parent and talk it through honestly — safety and trust come before pushing through.
6. When I finish a service, I will do a five-second check: does this pet look happy, calm, and beautiful — and would their eyes pass the Smile Test?
7. When a client asks how their pet did, I will tell them one specific true thing I noticed about their pet today — and if I saw something worth watching, I will say that too, kindly and plainly.
8. When I see a teammate struggling, I will finish what's in my hands, then ask what they need.
9. When a pet shows me they're done, I will listen. We earn trust one appointment at a time, and we never spend it to finish a groom.
10. When I walk the floor, I will notice how a pet moves, not just how they look — wellness starts with attention, and we are often the first to see what a family can't.
11. When I start a step, I log that I started it. When I finish it, I log that too. The record isn't paperwork after the care — it IS the care, start to finish. This is the rule, and it's what Compass is built to hold us to.
12. When I put on my apron, I remember: this pet came here because their person trusts us. I will deserve that trust today.
Why we have this: these aren't slogans — they're what “Who We Are” above actually looks like in a real moment, dog by dog, client by client. Anyone can say they care about pets. This is what caring looks like when you're the one holding the leash.
The EARN Standard™
Everything we build and everything we do here serves four things, in this order:
E — Employees. You're the foundation. A team that isn't taken care of can't take care of anyone else.
A — Advocates. Our clients and their pets — the people we serve, and the ones who tell their friends about us.
R — Revenue. Growing the business with discipline, not shortcuts.
N — Net. What we actually keep — the profit that makes this a sustainable business, not just a busy one.
Every tool, every process, every decision gets measured against all four. Not just “does this make money” — does it serve the team, the client, the growth, and the bottom line.
Working Here — What's Expected
No cell phones during work hours for social media, personal calls or texting, or watching shows. The client is paying for that time to be spent on their pet, not on a phone. This is Commitment #12, made concrete: “this pet came here because their person trusts us.”
Everything above — the Vow, the Twelve Commitments, EARN — isn't background reading. It's what you're actually held to, starting your first day.
Position Summary
The Front Desk Receptionist is the face, voice, and heart of the Bark and Purr client experience. You are the first person every client and pet encounters, and the last impression they carry when they leave. Your role is equal parts hospitality, operations, sales support, and relationship management. You are not an administrative function — you are an experience architect, a brand ambassador, and a critical driver of client retention and revenue growth.
Core Responsibilities
Client Welcome & Check-In
Greet every client and pet by name the moment they walk through the door — with genuine warmth and energy.
Get down to the pet's level, acknowledge the animal first, then engage the human.
Conduct a structured check-in if the groomer does not: confirm service, ask wellness questions, note any changes, run a comb through for a dematting check, and confirm pickup contact.
Help client complete self-check-in digitally or conduct manual check-in as needed.
Introduce new clients to the Tranquil Tail® philosophy.
Say goodbye to the PAWrent and retain the pet — demonstrating the transfer of trust.
Ensure the groomer follows the check-in process, or walk the pet to the kennel room with a completed written summary of client notes and special instructions.
Scheduling & Booking Management
Manage all appointment scheduling during the shift: phone, online, text, walk-in, and rebook-at-checkout.
Optimize the daily schedule to minimize downtime and prevent groomer overbooking.
Ensure appointment confirmations and 24-hour reminders have been sent via approved channels.
Handle cancellations, reschedules, and waitlist management.
Check-Out & Revenue Transactions
Process all payments accurately: cash, card, and digital; issue correct receipts.
Deliver the groomer's wellness update to the client at checkout on their behalf, if the groomer is unavailable.
Offer to rebook at every checkout — every client, every time.
Request Google reviews personally and sincerely at every checkout.
Recommend retail products based on the groomer's post-groom notes.
Close out the shift and balance cash and checkouts to the drawer and credit card terminal.
Ensure phones are transferred to the Manager on Duty at the end of the shift.
Waiting Room, Kennel, Boarding Area & Environment Management
Maintain the waiting room environment: calming, clean, aromatherapy running, music appropriate.
Offer organic treat samples to waiting pets; offer water to owners when appropriate.
Manage the arrival of multiple clients simultaneously — calm, organized, and never frantic.
Identify and proactively address anxious pets in the shop before they escalate.
Ensure pets are walked every three hours if they are present longer than that.
Ensure pets do not wait more than 30 minutes between services and that they are out within shop standards — 3 hours for smaller dogs, 4 hours for larger dogs.
Communication & Follow-Up
Answer all inbound calls within 3 rings; return voicemails and missed calls within 2 hours during business hours.
Respond to all online inquiries within 2 hours during business hours.
Verify that post-visit follow-up texts/emails have been sent: same-day thank-you, 48-hour wellness check, and 4-week rebook reminder.
Flag lapsing clients (6+ weeks since last visit) to management for re-engagement.
Administrative Responsibilities
Maintain accurate client records and pet profiles in the booking system; update images and weight as needed.
Verify vaccination records at check-in for new clients and annual updates.
Complete end-of-day sales reconciliation and cash drawer balance.
Assist in review response management for both positive and constructive reviews.
Take photographs throughout the day in the lobby and grooming areas; be active in social media campaigns.
Qualifications & Requirements
Education
High school diploma or GED required; some college preferred
Experience
Customer service or hospitality experience strongly preferred; salon or pet industry is a plus
Technical
Proficiency with appointment scheduling software, POS systems, and basic office tools
Communication
Excellent verbal and written communication; warm, professional phone presence
Animal Comfort
Must be genuinely comfortable with dogs and cats of all sizes and temperaments
Non-Negotiables
Organizational excellence; grace under pressure; client-first mindset; love for animals
Key Performance Indicators
Key Performance Indicator
Target / Standard
Appointment rebooking rate at checkout
≥ 75% of checked-out clients rebooked
Upgrade / upsell sales
$ of upgrade sales tracked per month
Same-day inquiry response time
100% within 2 hours during business hours
Google review request compliance
Made at 100% of checkouts
Client record accuracy
Zero critical data errors in monthly audit
Follow-up text/email completion rate
100% same-day, 48-hr, and 4-week touchpoints sent
Lapsing client flags submitted to manager
100% of 6+ week non-bookers flagged within 1 week
Career Pathway
Front Desk Receptionist → Lead Receptionist → Client Experience Manager → Assistant Shop Manager
📌 Receptionists who demonstrate exceptional organizational skills and client relationship building will be considered for advancement to client experience leadership as the business grows.
Accountability Checklist
The front desk is the hub of everything that happens at Bark and Purr. Use this checklist to stay ahead of the day — not behind it.
Daily
Phones answered within 3 rings all day
Every client greeted by name at door
Pet greeted at their level before owner
Check-in script completed for every pet
Dematting check completed at check-in
Groomer handoff notes completed/verified
Pet names on board / in system correct
Google review requested at every checkout
Retail product recommendation at checkout
Same-day follow-up text/email sent
Cash drawer balanced at shift close
Phones transferred to MOD at close
Lobby/waiting area clean and calming
Social media photo taken (if opportunity)
Voicemails/online inquiries responded to
Weekly
Appointment confirmations sent (next week)
24-hour reminders verified for tomorrow
Rebooking rate vs. ≥75% target
Lapsing clients (6+ wks) flagged to Manager
Upsell $ vs. monthly target
48-hour wellness texts verified (2 days back)
4-week rebook texts verified (4 wks back)
Client record accuracy audit (20 files)
Schedule reviewed for overbooking gaps
Rebooking rate calculated for the week
Kenneled pets walked every 3 hours
Monthly
Monthly KPI review with Shop Manager
Google review compliance audit
Follow-up touchpoint completion audit
Lapsing client re-engagement results
Upgrade/upsell sales tracked this week
Pet service timing monitored (3/4 hr rule)
Client record updates (images, weight)
Review response management: any outstanding?
Vaccination records: any overdue?
Identify one process to improve next month
📌 Every conversation you have at the front desk either builds a relationship or weakens one. This checklist ensures you're always building.
Training Agenda
Front Desk Receptionist training is a 30-day structured program covering all operational systems, communication standards, and the Bark and Purr client experience protocols. This role requires the highest level of interpersonal skill on the team — the training reflects that.
Duration
30 days; 60-day follow-up review
Mentor
Shop Manager or Senior Receptionist
Format
Shadowing + supervised operation + script practice + system training
Assessment
Day 14 mid-point check-in; Day 30 full performance review
Days 1–3 · Orientation, Culture & Environment
Complete all onboarding paperwork, handbook review, and policy acknowledgments.
Facility tour: all rooms, equipment, emergency exits, supply locations, and client-facing areas.
Brand immersion: Tranquil Tail® philosophy, Fear-Free principles, and the client experience standards.
Observe the front desk operation for 2 full days — no solo operation yet.
Learn all team members' names, roles, and grooming specialties.
Learn basic grooming terminology and coat/breed standards.
Learn how to check for matting and conduct a new client orientation.
Study the client experience journey map (Stations 1–10 in Client Experience Playbook).
Complete Front Desk Competency Checklist sign-off with manager.
Watch & Learn
External professional references until Bark & Purr films its own — techniques shown may differ in small ways from our Tranquil Tail method; your mentor's instruction always wins.
Client Communication — atDove. Why it fits: models the warm, professional phone and in-person communication standard the check-in and checkout scripts are built on.
Difficult Calls — Business Training Media. Why it fits: gives you a framework to draw on when practicing the CARE difficult-conversation scenarios with your mentor. This is a longer-form training video — watch the segment your mentor assigns.
Today’s checklist — tap as you go (resets each day)
Daily Position Checklist
Tap each item as you do it. Your checks save for today and a fresh list starts tomorrow.
Opening
Per Appointment
During Your Shift
Closing
Training sign-off — signed once by your lead
Competency Checklist — Sign-Off Required
Trainee: Date:
Supervisor: Date:
Accountability Checklist — Every Shift
The front desk is the hub of everything that happens at Bark and Purr. Use this checklist to stay ahead of the day — not behind it.
Daily
Weekly
Monthly
📌 Every conversation you have at the front desk either builds a relationship or weakens one. This checklist ensures you're always building.
Daily Shift Task List
Opening / Start of Shift
Clock in; open the front desk and bring up the booking/POS system and phones.
Count and confirm the opening cash drawer; resolve any discrepancy with the Manager.
Review today's appointment board: arrivals, special handling notes, and any overbooking gaps.
Verify 24-hour reminders and confirmations went out for today's pets.
Set the waiting room: clean, calming, aromatherapy on, treat samples and water ready.
Confirm retail displays and front-desk supplies are stocked; flag shortages to the Manager.
Check the boarding-area board for pets staying with us and note their walk and feeding needs.
During the Shift
Greet every client by name at the door and greet each pet at their level; answer all calls within 3 rings.
Conduct or confirm a structured check-in for every pet, including a dematting check and vaccination verification for new/annual clients.
Manage all scheduling — phone, online, text, walk-in, and rebook-at-checkout — and keep the board and system current.
Process payments accurately (cash, card, digital); deliver the groomer's wellness update at checkout.
Offer to rebook and request a Google review at every checkout, and recommend retail per the groomer's notes.
Watch the floor for anxious pets and respond calmly per Fear-Free practice; never let a pet wait more than 30 minutes between services.
Walk kenneled and boarding pets every 3 hours; keep the waiting area clean, calm, and welcoming all day.
Respond to online inquiries within 2 hours and verify post-visit follow-up texts/emails are sent.
Closing / End of Shift
Complete same-day follow-ups and confirm tomorrow's reminders and confirmations are queued.
Run end-of-day sales reconciliation; balance cash and checkouts to the drawer.
Confirm all boarding/kenneled pets are walked, watered, and secured for the night.
Tidy and reset the lobby and front desk; restock retail and supplies for the next shift.
Update client records and pet profiles touched during the day (images, weight, notes).
Transfer phones to the Manager on Duty and secure the front desk.
Give a brief handoff to the next shift / Manager on Duty, flagging anything outstanding.
Compass Taps — Your Taps ARE the Record
Tap it, and it's the record. If it's not tapped, it didn't happen — as far as the board can see.
Opening (Start of Shift)
Phones, register, and lobby prep are covered by the Accountability Checklist's opening duties — bring up the booking/POS system and phones, count and confirm the opening cash drawer, and set the waiting room clean and calming before the first client.
Per Appointment (The Taps, In Order)
Forgot a tap? Backfill it — tap it late and add a quick "why late" note. The timestamp never changes; the record catches up.
Closing (End of Shift)
End-of-day cash/register and lobby close-down are covered by the Accountability Checklist's closing duties — run end-of-day sales reconciliation, balance cash and checkouts to the drawer, and tidy and reset the lobby and front desk.