Pet Resort Supervisor

About the role

The Supervisor position is a hands‑on leader who supports the daily operations of the resort and ensures an exceptional experience for every dog, client, and teammate. This role bridges the front and back of house, maintaining smooth communication between teams and upholding Digs’ standards for safety, service, and hospitality. Supervisors model our values — Do the Right Thing, Improve Every Day, Give Transparency & Take Ownership, and Show Unreasonable Hospitality — while coaching teammates, solving problems in real time, and reinforcing a culture of accountability and care.

• Lead daily huddles and assign shift responsibilities across departments.
• Serve as the on‑duty point of contact for teammates and clients.
• Coach and develop Pack Leaders, Pack Members, Kennel Techs and Front Desk teammates through feedback and real‑time problem‑solving.
• Foster a positive, professional, and collaborative environment.

• Ensure execution of all safety, cleaning, and care protocols throughout the shift.
• Monitor daily labor staffing, occupancy, scheduling flow, and resource allocation across playrooms, grooming, and front desk.
• Responsible for ensuring daily open/close checklists are adhered to, and all cleanliness standards are met
• Support medication administration, meet & greets, and incident response as needed.
• Complete shift reports and communicate key updates to leadership.

• Resolve client concerns promptly and with empathy.
• Ensure all client instructions are clearly communicated to the Pack Leaders, Kennel Tech, and Front Desk teams.
• Represent Digs’ hospitality standards with professionalism and warmth.
• Lead Meet & Greets with potential new customers

• Reinforce Digs’ SOPs, safety policies, and behavior protocols.
• Support onboarding and training of new teammates.
• Ensure accuracy in checklists, records, and logs.

• Prior experience working with animals in a professional setting, with familiarity in animal behavior, handling, and basic health needs
• Comfortable handling dogs of all sizes and temperaments
• Ability to recognize signs of distress or illness and manage minor injuries or emergencies; pet CPR/first aid certification is a plus, but not required
• Knowledge of health and sanitation standards to maintain a clean, safe environment for animals and people

• Experience training and supervising staff in animal handling, safety, and customer service
• Ability to motivate and guide a team, deliver constructive feedback, and uphold high standards of care

• Committed to delivering exceptional service to pet parents with professionalism and empathy
• Experience handling client inquiries, addressing concerns, and maintaining positive relationships

• Understanding of basic facility operations and ability to ensure shifts run efficiently
• Ability to multitask and make quick, informed decisions in a high‑energy environment

• Calm and composed under pressure, including pet emergencies and difficult pet parent interactions
• Adaptable to changing circumstances and varying personalities while maintaining a positive, professional attitude
• Willingness to work variable hours, including weekends, evenings, and holidays

• Clearly communicates expectations, feedback, and performance standards to team members
• Effectively relays updates and pet care instructions to both staff and pet parents

• Ability to lift up to 50 lbs. and move throughout the facility for extended periods

Supervisors are…