Pet Host Lead - Front Desk & Guest Experience Leader

Workstream; Chagrin Falls (OH); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health, Dental & Vision

Insurance

Employee Pet Care Discounts

Tips

Growth opportunities within NVA

Job summary

NVA Pet Resorts, part of National Veterinary Associates, seeks a Pet Host Lead to supervise the front desk team and deliver a high-quality client experience. You will lead by example, coach staff, and drive service excellence and revenue growth.

The role emphasizes strong supervision, coaching, and promoting memberships while maintaining a polished, professional atmosphere for clients and pets. Weekend and holiday availability is required.

Qualifications

• Experience supervising or leading a 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 both written and verbal communication.
• Reliable — especially on weekends and holidays.

Responsibilities

• Lead front desk operations during your shift.
• Train and mentor new Hosts.
• Reinforce service, sales, and documentation standards.
• Monitor reservation accuracy and revenue opportunities.
• Step in to resolve escalated client concerns.
• Hold the team accountable to promotions and membership initiatives.
• Coordinate closely with pet care, grooming, and leadership teams.

Skills

Leadership

Front desk

Sales

Customer service

Coaching

Communication

Conflict resolution

Tools

Reservation system

Job description

NVA Pet Resorts, part of National Veterinary Associates, seeks a Pet Host Lead to supervise the front desk team and deliver a high-quality client experience. You will lead by example, coach staff, and drive service excellence and revenue growth.

The role emphasizes strong supervision, coaching, and promoting memberships while maintaining a polished, professional atmosphere for clients and pets. Weekend and holiday availability is required.