Pet Host Lead - Front Desk & Guest Experience

Workstream; Norwalk (CT); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

Insurance

Employee Pet Care Discounts

Tips

Growth opportunities within NVA

Job summary

NVA Pet Resorts, part of National Veterinary Associates, is seeking a Pet Host Lead to supervise the front desk and deliver a polished client experience at our Norwalk, CT resort. You will lead by example, coach teammates, and drive service excellence and revenue growth.

The role focuses on supervising daily operations, promoting memberships, handling guest concerns, and collaborating with leadership to optimize occupancy and ensure safety and presentation in the lobby.

Qualifications

• Supervising or leading a front desk team with 1+ year experience preferred.
• Comfortable with selling memberships and promoting services.
• Confident giving tours and explaining service value to clients.
• Strong customer service and conflict resolution skills.
• Detail‑oriented and organized with professional communication.

Responsibilities

• Lead daily front desk operations and ensure service standards.
• Coach and support Pet Hosts to improve guest experiences.
• Drive reservations, promotions, and membership sales.
• Handle client concerns with professionalism and confidence.
• Support occupancy and revenue optimization efforts.
• Maintain lobby safety, presentation, and records accuracy.
• Collaborate with GM and leadership to execute sales plans.
• Conduct tours and explain daycare, boarding, grooming, training.

Skills

Team supervision

Coaching

Sales conversations

Membership promotions

Customer service

Conflict resolution

Attention to detail

Professional communication

Job description

NVA Pet Resorts, part of National Veterinary Associates, is seeking a Pet Host Lead to supervise the front desk and deliver a polished client experience at our Norwalk, CT resort. You will lead by example, coach teammates, and drive service excellence and revenue growth.

The role focuses on supervising daily operations, promoting memberships, handling guest concerns, and collaborating with leadership to optimize occupancy and ensure safety and presentation in the lobby.