Customer Service Supervisor

Customer Service Supervisor

Pet Host Lead (Customer Service Supervisor)

Full-Time | Front Desk Leadership Role

Are you a strong front desk leader who thrives in fast-paced environments, drives results, and sets the standard for exceptional service? We are seeking a Pet Host Lead to supervise and support our front desk team while delivering a polished, professional client experience. This role is ideal for someone who enjoys leading by example, coaching others, and driving both service excellence and revenue growth.

NVA Pet Resorts is part of National Veterinary Associates (NVA) the largest private owner of veterinary hospitals and pet resorts in North America, with 1,300+ locations. We're proud to be in an $8B+ industry that continues to grow as pet parents seek premium, trusted care for their furry family members.

At NVA Pet Resorts, our mission is simple:

Create safe, fun, and loving environments for pets while providing exceptional experiences for our clients and team members.

Position Overview

The Pet Host Lead is the frontline service leader of the resort.

You are responsible for:

• Supervising daily front desk operations
• Coaching and supporting Pet Hosts
• Ensuring service standards are consistently upheld
• Driving reservations, promotions, and membership sales
• Managing client concerns with professionalism and confidence
• Supporting occupancy and revenue optimization
• Maintaining lobby safety and presentation

You will work closely with the General Manager and leadership team to ensure strong service execution and sales performance.

Leadership & Oversight

Lead front desk operations during your shift

Train and mentor new Hosts

Reinforce service, sales, and documentation standards

Monitor reservation accuracy and revenue opportunities

Step in to resolve escalated client concerns

Hold the team accountable to promotions and membership initiatives

Sales & Client Growth

Conduct tours for prospective clients

Confidently explain daycare, boarding, grooming, and training services

Promote packages, add-on services, and seasonal promotions

Drive membership sign-ups and rebooking

Support occupancy goals during peak and non-peak periods

Identify upsell opportunities that genuinely benefit pets and pet parents

This role requires someone who is comfortable discussing pricing, explaining value, and asking for the sale in a professional and service-focused way.

Client Experience

Oversee check-in and check-out processes

Answer calls, emails, and voicemails promptly

Manage waitlists during peak seasons and maximize room utilization

Maintain relationships with high-value clients

Operational Excellence

Manage and reconcile transactions

Monitor inventory for retail and lobby supplies

Ensure accurate client and pet records

Maintain organized and hazard-free common areas

Coordinate closely with pet care, grooming, and leadership teams

What We're Looking For

We are seeking someone who is:

• Experienced in supervising or leading a team (1+ year preferred)
• Comfortable with sales conversations and membership promotion
• Confident giving tours and explaining service value
• Strong in customer service and conflict resolution
• Detail-oriented and organized
• Professional in both written and verbal communication
• Reliable especially on weekends and holidays

You must be able to:

• Work weekends and holidays
• Lift up to 60 lbs
• Stand for extended periods
• Handle dogs of all sizes safely
• Maintain composure in high-traffic environments
• Animal experience is plus but not required.

Benefits & Perks

Health, Dental & Vision Insurance

Employee Pet Care Discounts

Tips

Growth opportunities within NVA

Equal Opportunity Employer

NVA Pet Resorts is an Equal Opportunity Employer committed to building a diverse and inclusive workplace.