What are the responsibilities and job description for the Client Services Manager position at Wag Hotels?
Job Description:
About the Role
This position is responsible for managing the Client Services Team and serving as the face of the company. As a Client Services Manager, you will be the primary point of contact through various communication channels, including phone, email, and in-person interactions.
Key Responsibilities
- Training: Ensure the Client Services Team is fully trained on daily procedures, including checking guests in and out, verifying information, and adding services to stays.
- KPI's: Sustain standards and KPI's related to answering phones, proper phone greetings, professional email responses, and providing a friendly experience for customers.
- Onboarding: Onboard new employees according to process and procedures, provide hands-on training, and manage training checklists.
- Hotel Cleanliness: Maintain tour route, lobby, and bathroom cleanliness for client use.
- Guest Behavior & Health: Recognize and anticipate guest health and behavior concerns, evaluate needs, and communicate with clients and staff.
- Emergency Protocol: Operate front and back-of-house during emergencies.
- Facility Maintenance: Manage maintenance, vendor list, Zamboni maintenance, and communicate needs to management.
- Inventory & Ordering: Complete inventory and place supply orders as needed.
- Grooming: Manage time, quality, and customer expectations in the Grooming Salon.
- Policies: Understand policies on care and safety, train staff effectively.
- Employee Performance: Identify employee issues, partner with management on addressing them.
- Client Concerns: Resolve client concerns by showing empathy, taking notes, and following up with management.
- Client Satisfaction: Manage internal client satisfaction results, execute ticketing, and fulfill client needs.
- Public Reviews: Respond to public reviews within 24 hours, partner with General Manager on public responses.
- Customer Feedback: Proactively seek feedback, handle sensitive concerns, and go above and beyond for top clients.
- MOD Approval Process: Follow the approval process, ensure timely follow-up on requests.
- Lapsed Customers: Identify reasons for lapsed customers, work with marketing to regain them.
- Zoho Reporting: Understand reporting metrics, ensure great first-time experiences for guests.
- New Guest Conversion: Introduce yourself to new clients, build relationships, and ensure complete checkout and invoicing.
- A la Carte Services: Coach teams on making recommendations for boarding enhancements based on guest personalities.
- Event Management: Coordinate events, including Daycare events, camp programs, outreach events, and enrichment events.
- Wag Hotels App: Support daily needs of the app, enforce 100% compliance via photo sharing and report card preparation.
Qualifications
- Minimum 1 year of experience in Animal Industry.
- Flexible availability.
- Tour Certified.
- Previous experience in Customer Service a plus.
- Strong leadership and team management skills.
- Excellent communication and customer service skills.
- Ability to follow procedures effectively.
- Engage and inspire team members.
Physical Requirements
- Able to lift up to 50 lbs.
- Able to reach and bend while standing for a long period of time.
- Able to be around dogs and cats for an extended period of time.
At Wag Hotels, we strive to provide a safe, clean, and welcoming environment for our guests and their families. If you are passionate about delivering exceptional customer service and have a strong background in animal care, we encourage you to apply for this exciting opportunity.
