Client Services Supervisor

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

Our Culture:

Growth with Integrity o We're collaborative, inclusive and accountable. We stay curious, proactive, and committed to doing what's right.

Our Clients:

Relationships First o We build trust with pet parents through strong relationships, consistent services and experiences that enrich pets' lives.

Guest Care:

Excellence Every Time o 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 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. We will never ask for personal information and a manager/HR will reach out directly for an interview.

Job Type:

Full-time Job Type:

Full-time Pay:

$24.20 - $26.70 per hour

Benefits:

401(k) Dental insurance Employee discount Flexible spending account Health insurance Life insurance Paid time off Vision insurance Application Question(s):

• Have you managed a team of 10+ o If yes, describe your role and responsibilities, particularly in customer service.
• Tell us about a time when you turned a dissatisfied customer into a happy one. What steps did you take?
• What strategies do you use to train and onboard new employees to ensure consistency in service?
• How do you ensure a positive first impression for new clients visiting the facility?
• What steps do you take to maintain a clean and welcoming front desk or lobby area?
• Can you give an example of how you managed scheduling challenges, such as covering last-minute call-outs?
• What experience do you have in managing online reviews or customer feedback platforms?
• Describe a time when you had to coordinate a special event or promotion.

What was the outcome?

Education:

High school or equivalent (Required)

Experience:

Leadership:

1 year (Required) Client services: 2 years (Required)

Language:

English (Required) Ability to

Commute:

Redwood City, CA 94063 (Required)

Work Location:

In person