Night Reception Manager

Job Description

About the Role
We are looking for a Night Reception Manager who is customer-oriented, responsible, and passionate about delivering high-quality service in a 24/7 pet care facility. The ideal candidate will manage night shift operations, coordinate with veterinarians, and ensure seamless customer service for pet parents.

Key Responsibilities

🏥 Front Desk & Customer Service:

• Greet and assist pet parents professionally, addressing their queries with care.
• Manage appointment scheduling, check-ins, and pet discharges.
• Handle emergency cases by coordinating with the veterinary team.
• Maintain a warm and empathetic customer experience.

📑 Operations & Administration:

• Oversee and manage night shift reception and support staff.
• Maintain accurate records of pet admissions, treatments, and billing.
• Ensure all client forms, medical records, and payment details are updated in the system.
• Handle cash and digital transactions, ensuring reconciliation accuracy.

📞 Communication & Coordination:

• Act as the primary point of contact for pet parents and emergency inquiries.
• Coordinate with veterinarians, nurses, and on-call specialists.
• Provide timely updates to clients about their pets’ conditions and hospital policies.
• Escalate critical issues to senior management when necessary.

🏡 Facility Management & Security:

• Ensure the reception area is clean, organized, and well-maintained.
• Monitor hospital premises for security and safety during night shifts.
• Handle basic troubleshooting for billing software, telephones, and IT systems.

📊 Performance & Upselling:

• Promote hospital services, pet wellness plans, and retail products.
• Work towards customer satisfaction and service upselling incentives.
• Assist in social media updates or responding to online inquiries if required.

Who We’re Looking For:
✅ Experience: 1-3 years in a customer service or hospitality role (Veterinary/Hospitality/Healthcare experience preferred).
✅ Education: Bachelor’s degree preferred but not mandatory.
✅ Skills:

• Excellent verbal & written communication (English, Konkani/Marathi is a plus).
• Strong organizational & multitasking abilities.
• Ability to handle emergency situations calmly & professionally.
• Basic computer skills (MS Office, CRM software, billing systems).
  ✅ Personality: Compassionate, proactive, responsible, and passionate about animals.