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. About the Company 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. Our mission is to 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. Responsibilities Supervise daily front desk operations Coach and support Pet Hosts Ensure service standards are consistently upheld Drive reservations, promotions, and membership sales Manage client concerns with professionalism and confidence Support occupancy and revenue optimization Maintain lobby safety and presentation Work closely with the General Manager and leadership team to ensure strong service execution and sales performance What You’ll Do 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 benefit pets and pet parents 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 Experienced 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 written and verbal communication Reliable – especially on weekends and holidays Must‑Have Skills & Physical Requirements 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 a plus but not required Benefits 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. #J-18808-Ljbffr Workstream