Front Desk/Kennel Associate at The Gold Leash – Ottawa, Illinois

Job Types: Part-time or Full-time

Job Role: Front Desk-Kennel Associate

The Gold Leash Pet Hotel & Daycare is looking for a reliable, energetic, and customer-focused Front Desk/Kennel Associate to join our team. This cross-trained position is a mixture of Front of House (FOH) and Back of House (BOH) responsibilities — you’ll be the face of the company at the front desk while also working hands-on with the pets in our care. As you grow, there are clear career paths into Kennel Lead and Assistant Manager roles for strong performers who want to advance.

Front of House (FOH) – Customer Service

• Serve as the first point of contact for clients with a warm and professional attitude.
• Handle calls, emails, and in-person inquiries efficiently and accurately.
• Process reservations, cancellations, check-ins/outs, and payments.
• Manage customer concerns with empathy and solution-focused communication.
• Clearly explain company policies, services, and procedures.
• Maintain a professional, clean, and welcoming reception area.

Back of House (BOH) – Animal Care & Facility Support

• Supervise and monitor play sessions to ensure safe, positive interactions.
• Confidently handle dogs of all breeds and temperaments during check-ins, transitions, and playgroups.
• Provide individualized enrichment and attention when needed.
• Maintain clean, sanitized kennels, play areas, and common spaces.
• Support Pet Tech duties: laundry, dishes, preparing treats, and sanitizing equipment.
• Complete “Furever Reports” with notes, photos, and videos to keep pet parents updated.
• Learn and apply safe handling techniques, with a strong focus on dog body language.

Software & Data Management

• Use Gingr, MoeGo, or similar POS/reservation systems to:
  
  • Manage appointments and reservations.
  • Update customer accounts, vaccine records, and behavior notes.
  • Track services and create accurate records.
• Assist with creating and updating daily task sheets and scheduling adjustments.

Operational Support

• Work closely with managers to ensure smooth coordination across FOH and BOH.
• Provide backup coverage during peak times or when additional support is needed.
• Assist in organizing and communicating daily tasks between teams.

• 1+ year of dog handling experience (kennel, daycare, vet clinic, or training facility).
• 3+ years of customer service experience.
• 1+ year of POS/software experience (boarding, scheduling, or retail systems).
• Quick to learn new systems and processes.
• Comfortable working with all breeds and temperaments.
• Strong teamwork, communication skills, and work ethic.
• Must love to clean and maintain high sanitation standards.
• Reliable, dependable, and hardworking.
• Able to work in a fast-paced, busy environment.
• Flexible availability between 5 AM – 8 PM (including weekends/holidays).
• Dependable transportation.

• Hands-on training with experienced team members.
• Access to Dog Gurus video training program + one-on-one coaching.
• Employee discounts on boarding, daycare, and spa services.
• 10 free daycare packages per quarter for personal pets.
• Career growth opportunities — path to Kennel Lead and Assistant Manager with proven performance.
• Supportive, pet-loving team environment.
• For full-time: 3rd party health insurance (BCBS), PTO accrual, and eligibility for performance-based bonuses.

How to Apply:
Submit your resume and a short note about why you’d be a great fit for our team.

• 1+ year of dog handling experience (kennel, daycare, vet clinic, or training facility).
• 3+ years of customer service experience.
• 1+ year of POS/software experience (boarding, scheduling, or retail systems).
• 1+ year of dog behavior