Guest Service Supervisor - Santa Clara

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! Responsibilities Acts as Manager on Duty when management team is not present. Supervises shift leads while Manager on Duty. Communication – includes written and oral communication. Hotel supervisors are expected to check in with the 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. On‑Boarding – understands the process of on‑boarding a new team member. Completes on‑boarding paperwork in a timely manner and ensures new team members starting are given a personable, welcoming on‑boarding experience. New Hire Training – including hands‑on training of new hires, managing & updating training check lists, and managing training of the department. 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 – including daily and weekly facility walk‑throughs, upkeep of the tour route, ensuring guest rooms are clean, dishes & laundry completed in a timely manner, and storage areas are kept clean and organized. Also includes miscellaneous projects as assigned. Deep Clean Management – includes scheduling deep cleans, ensuring deep clean is being properly completed, and managing completion in a timely manner. 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 and the team and making proper notation in the animal software system. Documentation & Policy – ensures room cards are properly used, medication cards are signed off on, reporting is printed accordingly, playgroup notes are thorough, and the currently in house is completed daily. Understands and follows operational procedures outlined by the company. Employee & Guest Care – has the ability to react quickly and effectively when guests or employees are at risk of injury. Follows guidelines for employee safety and care. Completes the illness tracker for guests that are staying or have stayed at the hotel. Calls the client to inquire about guest’s health and shows genuine concern for their well‑being. Alerts General Manager when several communicable illnesses are trending in the tracker, and engages a plan to deep clean hotel. 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. Also includes communicating these concerns to the management team through proper format of client concern emails and notation in the animal software system. Emergency Protocol – ability to operate both in the front and back of house in an emergency or downtime 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. Inventory & Ordering – includes taking weekly inventory and placing supply orders when needed. Hotel supervisors should work with General Manager on inventory and ordering schedule. Maintains the hotel’s schedule, rectifies call outs, and finds appropriate coverage to ensure guests and clients are provided with the best care possible. Supports daily needs of the Wag Hotels app, to enforce 100% compliance via photo sharing and report card preparation. Lessonly training and compliance for the team, ensuring the training is complete and checklists are filled out. Maintains the Manager On Duty approval doc – provides clear direction on decision for approved or non‑approved guests to stay at the hotel. Additional Tasks – subject to hotel. Qualifications Must have a minimum of 1 year Dog Boarding experience. Must have flexible availability. Previous experience as a shift lead or other leadership position 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. 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. Job Type Full‑time Pay $22.75 - $25.25 per hour Benefits 401(k) Health insurance Life insurance Paid time off Referral program Vision insurance Shift 8 hour shift Day shift Evening shift Work Days Holidays Education High school or equivalent (Preferred) Experience Supervisor: 1 year (Preferred) Professional animal care: 1 year (Required) Day Shift: Preferred Night Shift: Preferred #J-18808-Ljbffr Valid8 Financial, Inc.