Client Services Supervisor

Overview 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. 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. 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. 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. Calm under pressure. Demonstrated ability to develop team members. 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 #J-18808-Ljbffr