Guest Services Supervisor

Wag Hotels; Chicago (IL); On-site; USD 42,000 - 65,000; Full time

Job summary

Wag Hotels in Chicago is seeking a Guest Services Supervisor to lead operations in the absence of a manager, overseeing back-of-house and supporting front-of-house when needed.

You’ll ensure smooth daily routines, manage onboarding and training, maintain cleanliness, handle guest and client concerns, and coordinate with management to deliver exceptional pet care.

Qualifications

• Must have minimum 1 year dog boarding experience.
• Flexible availability and willingness to work varied shifts.
• Previous experience as a shift lead or in a supervisory role is a plus.
• Strong leadership, communication, and team motivation skills.
• Ability to follow procedures and maintain high service standards.

Responsibilities

• Acts as Manager on Duty when management is not present and supervises shift leads.
• Coordinate daily operations, ensure guest and client concerns are addressed promptly.
• Oversee onboarding and training of new hires, update checklists, and support cross-training.
• Maintain hotel cleanliness, schedule deep cleans, and monitor safety protocols.
• Communicate effectively with employees and clients and document key notes in the system.
• Manage inventory, scheduling, and coverage to provide excellent care for guests.

Skills

Leadership

Team management

Communication

Procedural follow-through

Customer service

Onboarding & training

Job description

At Wag Hotels, we don’t just offer pet care — we create unforgettable experiences for furry family members. As a fast-growing leader in pet hospitality, we blend operational excellence with a deep passion for dogs and cats. If you’re looking to make an impact in a place that moves fast, values structure, and truly loves its four-legged guests, you’ve found your next home.

A Guest Services Supervisor is recognized by Wag Hotels management team as having the required skill and determination to effectively run the hotel in the absence of a manager. A guest services supervisor is a leader for the back of house departments. They are also familiar with and able to offer support to the front of house went needed. This role is dedicated to the overall success of the hotel.

Responsibilities:

• Acts as Manager on Duty when management team is not present. Supervises shift leads while Manager on Duty.
• Communication - includes written and oral communication. Hotel supervisors are expected to check in with the management team daily, communicate guest, employee, and client concerns as they arise, coordinate meeting agendas, and attend all departmental meetings. Hotel supervisors also need to possess the ability to effectively communicate with employees and clients.
• On-Boarding- Understands the process of on-boarding a new team member. Completes on-boarding paperwork in a timely manner and ensures new team members starting are given personable, welcoming on-boarding experience.
• New Hire Training - including hands-on training of new hires, managing & updating training check lists, and managing training of the department. This also includes making recommendations to the management team about employees who may be good candidates for cross training, be better suited in a different department, or show signs that they may not be a good fit for the position.
• Hotel Cleanliness - including daily and weekly facility walk-throughs, upkeep of the tour route, ensuring guest rooms are clean, dishes & laundry completed in a timely manner, and storage areas are kept clean and organized. Also includes misc. projects as assigned.
• Deep Clean Management - includes scheduling deep cleans, ensuring deep clean is being properly completed, and managing completion in a timely manner.
• Guest Behavior & Health - Ability to recognize and anticipate guest health and behavior concerns. This includes evaluating guest health and behavior, making decisions regarding needs for grooming/bathing, room and amenity changes, specialized care, and vet care. Also includes communicating those needs to the client as well as the team and making proper notation in the animal software system.
• Documentation & Policy – Ensures room cards are properly used, medication cards are signed off on, reporting is printed accordingly, playgroup notes are thorough, and the currently in house is completed daily. Understands and follows operational procedures outlined by the company.
• Employee & Guest Care – Has the ability to react quickly and effectively when guests or employees are at risk of injury. Follows guidelines for employee safety and care.
• Completes the illness tracker for guests that are staying or have stayed at the hotel. Calls the client to inquire about guest’s health and shows genuine concern for their well- being. Alerts General Manager when several communicable illnesses are trending in the tracker, and engages a plan to deep clean hotel.
• Employee Issues - Ability to identify employee issues such as poor work quality, dress code violations, cell phone violations, minor attendance issues, and other policy violations. Also includes taking steps to rectify the issue and document those situations via email to the management team.
• Client Concerns - Ability to resolve client concerns by showing genuine concern and empathy to the client. Also includes communicating these concerns to the management team through proper format of client concern emails and notation in the animal software system.
• Emergency Protocol - Ability to operate both in the front and back of house in an emergency or down-time situation.
• Facility Maintenance - includes knowledge of maintenance google doc, knowledge of vendor list, Zamboni maintenance, and ability to communicate needs for maintenance and repairs to management team.
• Inventory & Ordering - includes taking weekly inventory and placing supply orders when needed. Hotel supervisors should work with General Manager on inventory and ordering schedule.
• Maintains the hotels schedule, rectifies call outs, and finds appropriate coverage to ensure guests and clients are provided with the best care possible.
• Supports daily needs of the Wag Hotels app, to enforce 100% compliance via photo sharing and report card preparation.
• Lessonly training and compliance for the team, ensuring the training is complete and checklists are filled out.
• Maintains the Manager On Duty approval doc – provides clear direction on decision for approved or non-approved guests to stay at the hotel.
• Additional Tasks Subject to hotel.

Qualifications:

• Must have a minimum of 1 year Dog Boarding experience.
• Must have flexible availability.
• Previous experience as a shift lead or other leadership position a plus
• Strong leadership and team management skills.
• Excellent communication and customer service skills.
• Ability to follow procedures effectively.
• Engage and inspire team members to do more than they knew they could.

Physical Requirements:

• Ability to lift up to 50 lbs.
• Ability to Reach and bend while standing for a long period of time.
• Ability to be around dogs and cats for an extended period of time.