Client Services Supervisor

Do you enjoy spending time with dogs and cats as much as humans (if not more)? Wag Hotels is the place to be if you are a pet lover looking for an entry-level position to help further your career in the animal industry! Here you will get to care for all the animals in our facility: the cuddly mastiffs, the spunky chihuahuas, playful kittens, and every pet in between.

Everyone who works with us gets to enjoy the pleasure of bringing in their pets to play for free while they’re working - no more guilty looks when you leave for the day. Let your furry friend take advantage of our state-of-the-art facility, play in all-day play plus, make new friends, and have your baby going home tired, happy, and feeling loved. If you love spoiling your pets, you'll love taking advantage of our employee discount on toys, treats, leashes, and so much more!

Our mission is to provide the highest level of fun, safety, and comfort to our four-legged guests, as well as world-class service and convenience to their pet parents! If you feel you would be a great addition to our growing team, then apply with us today.

Whether you are checking in guests at the front desk, supervising playtime, or booking reservations in our corporate office, you’ll feel rewarded knowing that you're making Wag Hotels the #1 destination for pet parents looking for a home-away-from-home for their beloved furry family members.

We are seeking hard-working, self-motivated, and passionate dog lovers to join our professional team!!

A Client Services Supervisor is an employee recognized by Wag Hotels management team as having the required skill and determination to effectively run the hotel in the absence of a manager. A client services supervisor is a leader of the front of house departments of the hotel and offers support to front of house and is dedicated to the overall success of the hotel as a whole. Responsibilities: Your duties will include, but are not limited to:

• Acts as Manager on Duty when management team is not present.

• Communication - includes written and oral communication. Hotel supervisors are expected to check in with management team daily, communicate guest, employee, and client concerns as they arise, coordinate meeting agendas, and attend all departmental meetings. Hotel supervisors also need to possess the ability to effectively communicate with employees and clients.

• New Hire Training - including hands on training of new hires, managing & updating training check lists, and sending out weekly training updates to management team & fellow hotel supervisors. This also includes making recommendations to the management team about employees who may be good candidates for cross training, be better suited in a different department, or show signs that they may not be a good fit for the position.

• Hotel Cleanliness - includes working with the General Manager on ensuring the lobby and guest bathrooms are continuously cleaned and looking nice.

• Guest Behavior & Health - Ability to recognize and anticipate guest health and behavior concerns. This includes evaluating guest health and behavior, making decisions regarding needs for grooming/bathing, room and amenity changes, specialized care, and vet care. Also includes communicating those needs to the client as well as the team and making proper notation in animal software system.

• Full knowledge and understanding on policies relating to care and safety of the guests and ability to react quickly and effectively when guests or employees are at risk of injury.

• Employee Issues - Ability to identify employee issues such as poor work quality, dress code violations, cell phone violations, minor attendance issues, and other policy violations. Also includes taking steps to rectify the issue and document those situations via email to the management team.

• Client Concerns - Ability to resolve client concerns by showing genuine concern and empathy to the client and offering a discount or comp service when needed. Also includes communicating these concerns to the management team through proper format of client concern emails and notation in the animal software system.

• Client Advocate- takes on a customer advocate approach. Actively works to understand customers’ wants and needs, and see’s concerns through to completion. • Emergency Protocol - Ability to operate both front and back of house in an emergency situation.

• Facility Maintenance - includes knowledge of maintenance google doc, knowledge of vendor list, Zamboni maintenance, and ability to communicate needs for maintenance and repairs to management team.

• Verifies hotel retail inventory, partners, and works closely with Retail Coordinator to understand client’s product requests and needs. Moves items off shelves, adding pricing stickers, and facilitates discount promotions when requested by retail coordinator.

• Active Google and Yelp review management. Responsible for reading reviews within 24 hours of them being left, via review site apps where alerts and notifications help to support prompt responses. In addition, partnering with GM when necessary to identify potential misses and problem resolution.

• Takes on active role managing internal survey reviews from Birdeye management.

• Responds to positive reviews right away, and negative reviews immediately after facts and data is gathered and understood.

• Solid knowledge of KPI’s: answer rate, tour conversion %, review response completion, and client retention.

• Is aware of and helps to support the General Manager with Labor Management. • Works and supports marketing efforts (social media, branding)

• Maintains the hotels schedule, rectifies call outs, and finds appropriate coverage to ensure guests and clients are provided with the best care possible.

• Additional Tasks Subject to hotel Qualifications:

• Must have a minimum of 1 year Dog Boarding experience.

• Must have a minimum of 2 years in Customer Service Management.

• Must have flexible availability.

• Previous experience as a shift lead in the hotel a plus.

• Strong leadership and team management skills.

• Excellent communication and customer service skills.

• Ability to follow procedures effectively.

• Engage and inspire team members to do more than they knew they could. Physical Requirements:

• Ability to lift up to 50 lbs.

• Ability to Reach and bend while standing for a long period of time.

• Ability to be around dogs and cats for an extended period of time.

Wag Hotels provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.