Job Description

Location: Duffys Forest, Sydney NSW
n Position: Permanant (four days per week, inclusive of Saturdays)
n Specialising in: Small & toy dog breeds (10kg and under) and cats
n Setting: Peaceful 5-acre bushland property beside a National Park

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About SmallPaws Pet Hotel Sydney

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Love dogs, people and creating an exceptional customer experience?

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SmallPaws Pet Hotel is a boutique, family-owned pet hotel set on five beautiful acres in Duffys Forest. We exclusively care for small and toy-breed dogs and cats, and we're looking for a warm, highly organised and confident Guest Services & Front of House Manager to become a key part of our team.

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This isn't a typical reception role. You'll be the friendly face of SmallPaws, building relationships with our wonderful clients, coordinating bookings and arrivals, supporting the day-to-day running of reception and helping ensure every guest and owner receives the exceptional experience we're known for.

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For over 34+ years, SmallPaws Pet Hotel has been a trusted boutique pet care destination for small dogs and cats in Sydney.

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We are a family-owned, long-established business dedicated to providing a secure, loving and enriching "home away from home" for every guest in our care.

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If you enjoy working with people as much as animals, and thrive in a busy environment where no two days are quite the same, we'd love to hear from you.

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About the Role

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You'll be an important link between our Guest's Owners and our small Animal care team.

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You'll help ensure Reception runs smoothly, bookings and guest information are accurate, our team is well informed, and every pet parent receives warm and professional service.

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This is not purely a desk-based reception role. You will also work hands-on with our small dog and cat guests.

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You will report to the Boutique Managers and will need to be comfortable taking responsibility, prioritising tasks, delegating to Animal Attendants and helping the day run smoothly.

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Reception & Management Responsibilities

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- Welcome dogs, cats and their families during arrivals and departures
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- Accurately record all relevant guest information in our booking system
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- Provide warm, professional customer service by phone, email and in person
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- Respond to enquiries regarding services, availability, bookings and guest care
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- Manage bookings and maintain accurate guest and customer profiles
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- Complete thorough check-in and check-out procedures
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- Review feeding instructions, medications, health information and special care requirements
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- Communicate clearly with the animal care team regarding each guest's needs, routine and personality
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- Assist with daily planning, guest lists and reception operations
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- Delegate appropriate tasks to Animal Attendants and help coordinate the team
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- Maintain a calm, organized and welcoming front-of-house environment
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- Identify issues early and communicate effectively with management
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Why You'll Love Working at SmallPaws

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We believe that exceptional animal care starts with a team that feels supported and valued.

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We offer:

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- Permanent Part-time, four-day week position, with either of the two following weekly roster to choose from;
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- Monday, Thursday, Friday & Saturday OR Wednesday, Thursday, Friday & Saturday (no night shifts!)
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- Above-industry-standard remuneration package
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- accrual of annual and personal leave
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- Annual bonus incentive
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- Potential growth into Pet Hotel Management
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- Paid lunch breaks
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- Weekend and public holiday penalty rates
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- Ongoing training and career development
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Is This You?

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You'll be comfortable taking ownership of reception rather than waiting to be told what to do, and you'll genuinely enjoy getting to know our clients and their pets.

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Experience in customer service, reception, hospitality, veterinary practice, pet care or a premium service environment would be highly regarded. Previous animal-industry experience isn't essential — finding the right person for our team is more important.

📌 Guest Services & Reception Manager (New South Wales)
🏢 SmallPaws Pet Hotel
📍 New South Wales