Client Services Supervisor

Wag Hotels; Carson (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Wag Hotels in Carson, CA seeks a Client Services Supervisor to lead front‑desk operations, guest interactions, and service recovery. You will manage check‑in/out, onboarding, and coaching to ensure exceptional hospitality for dogs and cats and their parents.

The role emphasizes training program delivery, KPI monitoring, and proactive client communication, with a focus on safety, cleanliness, and high‑quality service.

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 public speaking.
• Fluent in speaking, reading, and writing English.
• Pet First Aid/CPR certification within 90 days.
• Strong organizational and prioritization skills.
• Demonstrated ability to develop team members.

Responsibilities

• Maintain continuous lobby presence with warm greetings 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.
• Own onboarding and training programs for all team members.
• Deliver and reinforce training materials in group and 1:1 sessions.
• Coach staff with real‑time feedback and collaboration with General Manager.
• Train and facilitate content delivery including review of materials.

Skills

Front desk systems

Dashboards & KPIs

Client services

Communication

English fluency

Pet First Aid/CPR

Team development

Organizational skills

Conflict resolution

Job description

CLIENT SERVICES SUPERVISOR JOB DESCRIPTION

Our Purpose

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!

Our Values

Our People: Passion in Action

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

Our Culture: Growth with Integrity

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

Our Clients: Relationships First

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

Guest Care: Excellence Every Time

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

Position Overview

The Client Services Supervisor helps deliver an exceptional, hospitality-driven client

experience that strengthens trust, grows revenue, and improve 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.

Reports to: General Manager

FLSA Status: Non-exempt

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 re: reservation, vaccination gaps, special care needs, or guest’s stay concerns with their program, health, or behavior adjustments.
• Help clients with program benefits, packages, upsell, add‑ons.

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, elevate 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.
• 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.
• Ability to travel when needed.
• Ability to be around dogs and cats for an extended period.