Pet Host Lead - Front Desk Leader & Sales Coach

Workstream; Ann Arbor (MI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Insurance

Employee Pet Care Discounts

Tips

Growth opportunities within NVA

Job summary

NVA Pet Resorts is seeking a Pet Host Lead in Ann Arbor, MI to supervise and elevate our front desk team, delivering a polished client experience. You will coach Pet Hosts, uphold service standards, and drive reservations, memberships, and promotions while partnering with the General Manager and leadership team.

You thrive on leading by example, coaching others, and balancing exceptional service with revenue growth, including handling escalations and upselling services.

Qualifications

• Experience supervising or leading a team (1+ year preferred).
• Comfortable with sales conversations and membership promotions.
• Confident giving tours and explaining service value.
• Strong in customer service and conflict resolution.
• Detail-oriented and organized; professional communication.
• Reliable, especially on weekends and holidays.

Responsibilities

• Supervise daily front desk operations and coach Pet Hosts.
• Uphold service standards and drive reservations and memberships.
• Manage client concerns professionally and resolve escalations.
• Support occupancy and revenue optimization; oversee cash handling.
• Conduct tours for prospective clients and explain services.
• Promote packages, add-ons, and seasonal promotions.
• Coordinate with care, grooming, and leadership teams.

Skills

Supervision

Leadership

Coaching

Sales conversations

Customer service

Conflict resolution

Documentation standards

Job description

NVA Pet Resorts is seeking a Pet Host Lead in Ann Arbor, MI to supervise and elevate our front desk team, delivering a polished client experience. You will coach Pet Hosts, uphold service standards, and drive reservations, memberships, and promotions while partnering with the General Manager and leadership team.

You thrive on leading by example, coaching others, and balancing exceptional service with revenue growth, including handling escalations and upselling services.