Client Services Supervisor

CLIENT SERVICES SUPERVISOR JOB DESCRIPTION

Reports to:

General Manager

FLSA Status:
Non-exempt

Our purpose was founded in 2005 by pet lovers who couldn't find a suitable place to leave their pets during business trips. What started as a personal quest has grown into the ultimate boarding and daycare resort for dogs and cats. We pride ourselves on providing the highest level of service in the pet care industry. With 15 convenient locations in California, Texas, Illinois, and Colorado, Wag Hotels is the home-away-from-home for spoiled dogs and cats across the US.

Wag Hotels provide uncompromising fun, safety, and comfort to pets, as well as, world-class convenience to their parents.
Come join our pack!

• We’re passionate pet lovers- trained professionals dedicated to growing our careers with Wag Hotels.

• We’re collaborative, inclusive and accountable. We stay curious, proactive, and committed to doing what’s right.

• We build trust with pet parents through strong relationships, consistent services and experiences that enrich pets’ lives.

• We never compromise on safety, care, or cleanliness- operating with consistency to serve more guests and grow our people.

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.

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.

• 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.

• 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.

• 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…