Client Services Supervisor

CLIENT SERVICES SUPERVISOR JOB DESCRIPTION

Reports to: General Manager

FLSA Status: Non-exempt

Our Purpose

Our purpose was founded in 2005 by pet lovers who couldn't find a suitable place to leave their pets during business trips. What started as a personal quest has grown into the ultimate boarding and daycare resort for dogs and cats. We pride ourselves on providing the highest level of service in the pet care industry. With 15 convenient locations in California, Texas, Illinois, and Colorado, Wag Hotels is the home-away-from-home for spoiled dogs and cats across the US. Wag Hotels provide uncompromising fun, safety, and comfort to pets, as well as, world-class convenience to their parents. Come join our pack!

Our Values

Our People: Passion in Action

• We’re passionate pet lovers- trained professionals dedicated to growing our careers with Wag Hotels.

Our Culture: Growth with Integrity

• We’re collaborative, inclusive and accountable. We stay curious, proactive, and committed to doing what’s right.

Our Clients: Relationships First

• We build trust with pet parents through strong relationships, consistent services and experiences that enrich pets’ lives.

Guest Care: Excellence Every Time

• We never compromise on safety, care, or cleanliness- operating with consistency to serve more guests and grow our people.

Position Overview

The Client Services Supervisor helps deliver an exceptional, hospitality-driven client experience that strengthens trust, grows revenue, and improves operational performance across the hotel. This role focuses on front-of-house operations, client communications, lobby presence, and service recovery, while ensuring all team members uphold Wag’s customer philosophy where every client and pet feels known, valued, and cared for.

Why this Role Matters

The Client Services Supervisor helps drive business impact by improving conversion rates, enhancing client retention, increasing adoption of value-add services (bathing, specialized care, enhancements), and ensuring efficient lobby flow that positively influences first impressions and overall client satisfaction.

Key Outcomes

• Elevated client satisfaction scores (NPS, Public Reviews, Sentiment tracking).
• Improved conversion rates for tours, daycare discovery, lapsed customer outreach and lobby-based upsells.
• Reduced guest concerns through proactive communication and service recovery.
• Strong CS team engagement with clear expectations, coaching, and accountability.
• Increased adoption of bathing, upgrades, add-ons, and seasonal offerings.

Core Responsibilities

Client Experience & Front-Desk Operations

• Maintain continuous lobby presence to ensure warm greetings, professional presentation, and high-touch client interaction.
• Oversee check-in, check-out, tours, and daily communication with pet parents.
• Ensure accurate guest intake, vaccination uploads, and documentation flow from front desk to back-of-house teams, and vice versa.

Team Leadership & Training

• Own the onboarding and training experience for all team members, ensuring structured, timely, and quality skill development.
• Deliver and reinforce training programs, going beyond the “how” to share the “why.”
• Foster a culture of continuous learning through ongoing coaching, and real-time feedback, partnering with the General Manager when needed.
• An effective trainer and facilitator, including review of training materials and delivering content in both group and 1:1 settings.

Communication & Service Recovery

• When service lapses occur, treat them with empathy and clarity and follow all escalation protocols.
• Communicate proactively with clients regarding reservations, vaccination gaps, special care needs, or guest’s stay concerns with their program, health, or behavior adjustments.

Sales & Revenue Enablement

• Help clients with program benefits, packages, upgrades, and add-ons.
• Cross-sell and upsell opportunities.
• Collaborate with bathers/grooming to align schedule with demand & availability.

Operational Execution

• Keep the front desk & lobby clean, organized and professional.
• Help eliminate bottlenecks.
• Oversee front of house flow, billing issues, and guest profile accuracy.
• If reached out to outside scheduled hours, escalate all needs to General Manager.
• Responsibilities are to be only handled during your shift, i.e. from when you clock in for your shift, until you clock out for your shift.

What we are Looking For:

Required Qualifications

• Proficiency in front-of-house operating systems.
• Ability to interpret dashboards, KPIs, and operational reports.
• 2–4 years in client services, hospitality, or related fields.
• Experience in high-volume environments.
• Strong communication and conflict-resolution skills, including comfortability with public speaking.
• Fluent in speaking, reading, and writing English.
• Must obtain Pet First Aid/CPR within the first 90 days of employment, with renewals every 2 years (provided by Wag Hotels).
• Strong organizational and prioritization skills.
• Hospitality-driven mindset.
• Ownership mentality.
• Calm under pressure.
• Demonstrated ability to develop team members.
• Resourceful, solves problems before escalating issues.

Preferred Qualifications

• 1–2 years supervisory experience preferred.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at times
• Ability to travel when needed
• Ability to be around dogs and cats for an extended period of time