Guest Services Shift Lead

Job Description A Guest Services Shift Lead 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 or supervisor. A guest services (GS) shift lead is a leader in the Guest Services department of the hotel and offers support to the back of house and is dedicated to the overall success of the hotel. Responsibilities Communication – check in with management team daily, communicate guest, employee, and client concerns, coordinate meeting agendas, attend all departmental meetings, and effectively communicate with employees and clients. New Hire Training – hands‑on training of new hires, manage and update training checklists, send weekly training updates, and recommend employees for cross training or departmental changes. Hotel Cleanliness – daily and weekly facility walkthroughs, upkeep of tour route, ensuring rooms, dishes, and laundry are completed, and keeping storage areas clean and organized; also handle miscellaneous projects as assigned. Deep Clean Management – schedule deep cleans with management, ensure proper completion, and manage timely execution. Guest Behavior & Health – recognize and anticipate guest health and behavior concerns, evaluate needs for grooming, room changes, specialized care, and vet care, communicate those needs, and record them in the animal software system. Policies – full knowledge of policies relating to guest care and safety. Employee Issues – identify issues such as poor work quality, dress code violations, cell‑phone violations, attendance issues, and other policy violations; rectify them and notify management. Client Concerns – resolve client concerns with genuine empathy, record correct information, and follow up as needed. Emergency Protocol – operate front and back of house during emergencies. Facility Maintenance – inform managers of maintenance needs as they arise. Inventory & Ordering – notify managers when inventory is low and what needs to be reordered. Vendor Coordination – check in with operational vendors such as HVAC, pest control, Zamboni PM, etc. Daily Audit – record playgroup notes, appetites, eliminations, memories, report cards, and health checks. Manage lunches and breaks for the team. Manage photo sharing and report cards for guests. Ensure compliance with all guests on report cards digitally and on rooms. Maintain Shift Leads email updated at the start and end of each shift. Additional duties depending on tier level. Tier Level Qualifications Minimum 1 year Dog Boarding experience. Flexible availability. Previous experience as a Guest Services person at Wag Hotels (a plus). Tour Certified. Zamboni Certified. Strong leadership and team management skills. Excellent communication and customer service skills. Ability to follow procedures effectively. Engage and inspire team members to exceed expectations. Physical Requirements Ability to lift up to 50 lbs. Ability to reach and bend while standing for a long period. Ability to be around dogs and cats for an extended period. #J-18808-Ljbffr Valid8 Financial, Inc.