Front Desk Lead, Pet Resort & Guest Experience

PetSuites; Novi (MI); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Employee Pet Care Discounts

Tips

Growth opportunities within NVA

Job summary

NVA Pet Resorts is seeking a Pet Host Lead to supervise and support our front desk team, delivering a polished client experience across check-in/check-out and reservations. You will coach Pet Hosts, uphold service standards, and drive memberships and revenue while maintaining a safe, organized lobby environment.

The role emphasizes leadership, weekend/holiday availability, and strong customer service to ensure exceptional experiences for pets and their families.

Qualifications

• Experience supervising or leading a front desk 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.

Responsibilities

• Lead front desk operations during shifts and oversee daily activities.
• Coach and mentor Pet Hosts to maintain service standards.
• Drive reservations, promotions, and membership sales.
• Respond to client concerns with professionalism and confidence.
• Maintain lobby safety and presentation; ensure accurate client and pet records.
• Coordinate with pet care, grooming, and leadership teams to optimize occupancy and revenue.

Skills

Front desk leadership

Customer service

Conflict resolution

Job description

NVA Pet Resorts is seeking a Pet Host Lead to supervise and support our front desk team, delivering a polished client experience across check-in/check-out and reservations. You will coach Pet Hosts, uphold service standards, and drive memberships and revenue while maintaining a safe, organized lobby environment.

The role emphasizes leadership, weekend/holiday availability, and strong customer service to ensure exceptional experiences for pets and their families.